Associate Director Executive Escalations

4 weeks ago

Richardson, United States Chewy Full time

Our Opportunity:

Chewy is looking for an Associate Director, Customer Service Executive Escalations to develop and scale our executive escalation/inquiry program. This role is crucial in establishing the strategic and tactical direction of the program, including processes regarding customer resolution protocols/Service Level Agreements, full Root Cause Analysis ownership of escalation/potential escalation scenarios, and executive-level communications. You will drive time-based actions and work cross-functionally across Chewy to ensure executive escalations/inquiries are quickly understood and fully resolved (for all customers). Then, you will operate at depth to ensure they never happen again. Additionally, you will own the "looking around corners" to ensure potential customer defects are systemically solved before they become issues. This role requires a unique mix of process ownership comprising high-touch customer responses to sensitive situations and an assertive and data-driven engagement across internal teams to ensure quick and future-proofed resolution.

What you'll do:

* Build, oversee, and be the driving force behind the implementation and execution of the program to support the understanding, response, and elimination of customer escalations.
* For any executive escalations, directly own the completion of cross-functional Root Cause Analysis (RCA) exercises and executive-facing communications.
* Effectively communicate, written and verbally, with senior leadership from other organizations to align resources and priorities to ensure timely closure of escalation scenarios and RCA completion.
* Responsible for leading Lean/Continuous Improvement projects and programs, setting priorities, creating road maps, evaluating projects, and ensuring the team meets or exceeds the customer service organization's objectives.
* Responsible for cultivating a Continuous Improvement Culture, including education/advocacy across the entire Customer Service network and beyond to partner teams.
* Analyze large data sets and dig into details to assess trends and areas of opportunity that will have the biggest impact on customer experience.
* Be flexible in approach from a tool-set perspective using appropriate lean-sigma, innovation, and analytical methods.
* Ability to think big and scale enough to align with current growth projections. Must be flexible, have a dynamic and innovative mindset, and strongly emphasize customer experience and safety.
* Partner with multiple functions to develop content leveraging a deep understanding of Chewy's processes, including flows and standards.
* Work with product/technology and operations leadership to identify process bottlenecks and build data-supported solutions.
* Ability to travel (15-20%) to different sites throughout the US.

What you'll need:

* 8+ years' experience in program or project management in a leading role, with direct customer service program experience strongly preferred.
* Bachelor's degree in a related field preferred (Technical, Business, Management).
* Strong written and oral communication skills for effective communication across all levels, including the C-Suite.
* Proven ability to drive and manage multiple competing priorities and projects urgently in a fast-paced environment requiring continuous innovation.
* Lean, Black Belt/Six Sigma Black Belt experience preferred.
* Strong analytical and problem-solving skills, including statistical analysis and providing objective feedback with accurate root cause analysis.
* Excellent project management skills with a proven track record of driving change and delivering results.
* Experience handling legal and executive escalations and working with senior leadership.
* Good communication and interpersonal skills for effective engagement with stakeholders at all levels.
* Ability to work collaboratively across teams and regions to drive change and implement solutions.
* Organizational skills and attention to detail to manage multiple escalations and projects simultaneously.
* Adaptability in a fast-paced and dynamic environment.
* Proficiency in using various tools for data analysis and reporting.

  • Associate Director

    1 week ago

    Richardson, United States Harman International Industries, Inc. Full time

    The Associate Director will be leading the large-scale industry 4.0 Digital manufacturing transformation and multisite MES implementation program. What You Will Do. Creating value-added solutions and services to help organization achieve the dynamic Director, Associate, Sales Consultant, Technology, Retail, Industry, Strategy

  • Director of M&A Integration

    2 months ago

    Richardson, United States RealPage Full time

    The Director of M&A Integration & Enterprise Operations will report directly to the SVP, Strategic Execution and Transformation.In this highly visible role, the Director of M&A Integration & Enterprise Operations will manage the execution and end to end management of acquisition integration programs and other key strategic, transformation initiatives across...

  • Director of M&A Integration

    2 weeks ago

    Richardson, United States RealPage Full time

    The Director of M&A Integration & Enterprise Operations will report directly to the SVP, Strategic Execution and Transformation.In this highly visible role, the Director of M&A Integration & Enterprise Operations will manage the execution and end to end management of acquisition integration programs and other key strategic, transformation initiatives across...

  • Director, Technical Account Management

    1 month ago

    Richardson, United States NICE Full time

    At NICE, we don't limit our challenges. We challenge our limits. Constantly. We're relentless. We're ambitious. And we make an impact. Our NICErs bring their A game and spend each day turning it into an A+. And if you're like us, we can offer you the kind of challenge that will light a fire within you. So, what's the role all about? The Director, Technical...

  • Director, Technical Account Management

    4 weeks ago

    Richardson, United States NICE Full time

    At NICE, we don't limit our challenges. We challenge our limits. Constantly. We're relentless. We're ambitious. And we make an impact. Our NICErs bring their A game and spend each day turning it into an A+. And if you're like us, we can offer you the kind of challenge that will light a fire within you. So, what's the role all about? The Director, Technical...

  • Associate Director, Program Management

    4 weeks ago

    Richardson, United States Raytheon Technologies Corporation Full time

    Demonstrates a thorough understanding of EVMS, IMS, IMP, CAM, and Risk Management. Guides multiple medium to large programs to ensure adherence to program plans, schedules, and budgets for programs under his/her responsibility. Leads pursuit activi Director, Leader, Program, Management, Associate, Excel, Manufacturing

  • Executive Assistant – Commercial HVAC

    1 month ago

    Richardson, United States Lennox International, Inc. Full time

    WHAT YOU WILL BE DOING As an Executive Assistant, you will provide administrative support for Commercial HVAC Leadership Team including the General Manager, VP of Sales, VP of Operations, Finance Director, HR Director, and Product/ Marketing Director Executive Assistant, Commercial, Executive, Assistant, Diversity, Marketing Director, Manufacturing, Business...

  • Associate Director, Program Management

    2 weeks ago

    Richardson, Texas, United States Raytheon Technologies Corporation Full time

    Demonstrates a thorough understanding of EVMS, IMS, IMP, CAM, and Risk Management. Guides multiple medium to large programs to ensure adherence to program plans, schedules, and budgets for programs under his/her responsibility. Leads pursuit activi Director, Leader, Program, Management, Associate, Excel, Manufacturing

  • Maintenance Director

    4 weeks ago

    Richardson, United States Twin Rivers Full time

    Job DescriptionJob DescriptionPay up to $57,000/yearTwin Rivers seeks compassionate and caring individuals who are dedicated to supporting exceptional senior living experiences. Working at Twin Rivers means you are part of the family. Each day is an opportunity to make a positive difference in the lives of those around you.Full-time benefits include:PTO...

  • Maintenance Director

    4 weeks ago

    Richardson, United States Grace Management Full time

    Pay up to $57,000/yearTwin Rivers seeks compassionate and caring individuals who are dedicated to supporting exceptional senior living experiences. Working at Twin Rivers means you are part of the family. Each day is an opportunity to make a positive difference in the lives of those around you.Full-time benefits include: PTO (Paid Time Off) Daily Pay...

  • Director

    4 weeks ago

    Richardson, United States The University of Texas at Dallas Full time

    Job Summary Are you interested in helping students achieve their goal of a college education? Do you enjoy traveling, and meeting and interacting with new people from a variety of backgrounds? The Office of Admissions is seeking a higher education professional with experience in prospective student recruitment, outreach, and support as well as...

  • Treasury Services Associate

    2 months ago

    Richardson, United States Texas Capital Bancshares, Inc. Full time

    Texas Capital is built to help businesses and their leaders. Our depth of knowledge and expertise allows us to bring the best of the big firms at a scale that works for our clients, with highly experienced bankers who truly invest in people's success - today and tomorrow. While we are rooted in core financial products, we are differentiated by our...

  • Treasury Services Associate

    4 weeks ago

    Richardson, United States Texas Capital Bancshares, Inc. Full time

    Texas Capital is built to help businesses and their leaders. Our depth of knowledge and expertise allows us to bring the best of the big firms at a scale that works for our clients, with highly experienced bankers who truly invest in people's success - today and tomorrow. While we are rooted in core financial products, we are differentiated by our...

  • Associate Director, Data Science

    4 weeks ago

    Richardson, United States Chewy Full time

    JOB DESCRIPTION Our Opportunity: We are looking for an Associate Director, Data Science at our facility in Richardson, TX to design and implement best-in-class data solutions best-suited to deliver on our needs and use cases. What You’ll Do:   Apply machine learning capabilities and best practices that can analyze large volumes of structured and...

  • Associate Director, Data Science

    4 weeks ago

    Richardson, United States Chewy Full time

    Our Opportunity: We are looking for an Associate Director, Data Science at our facility in Richardson, TX to design and implement best-in-class data solutions best-suited to deliver on our needs and use cases. What You'll Do: Apply machine learning capabilities and best practices that can analyze large volumes of structured and unstructured data to produce...

  • Network Administrator

    4 weeks ago

    Richardson, United States ComTec Solutions Full time

    Job Type Full-time Description JOB SUMMARY: The Network Administrator is a highly skilled technical resource that provides onsite and remote support for customers on deployed technologies. The Network Administrator is responsible for providing proactive and reactive services to new and existing customers in support of their IT infrastructure. REPORTS TO:...

  • Associate Director, Data Science

    1 month ago

    Richardson, United States Chewy Full time

    Our Opportunity: We are looking for an Associate Director, Data Science at our facility in Richardson, TX to design and implement best-in-class data solutions best-suited to deliver on our needs and use cases. What You’ll Do:  Apply machine learning capabilities and best practices that can analyze large volumes of structured and unstructured data to...

  • Associate Director, Data Science

    4 weeks ago

    Richardson, United States Chewy Full time

    Our Opportunity: We are looking for an Associate Director, Data Science at our facility in Richardson, TX to design and implement best-in-class data solutions best-suited to deliver on our needs and use cases. What You’ll Do:  Apply machine learning capabilities and best practices that can analyze large volumes of structured and unstructured data to...

  • IT Systems Engineer, Dallas TX

    2 weeks ago

    Richardson, United States ComTec Solutions Full time

    Job Type Full-time Description JOB SUMMARY: The IT Systems Engineer's role ensures the stability, integrity, and efficient operation of Enterprise-Class IT Systems both internally and externally with our customers. This is achieved by monitoring, maintaining, supporting, and optimizing all network, server, and messaging-based IT Systems. This individual will...

  • Director Engineering

    2 weeks ago

    Richardson, Texas, United States NICE Full time

    At NICE, we don't limit our challenges. We challenge our limits. Constantly. We're relentless. We're ambitious. And we make an impact. Our NICErs bring their A game and spend each day turning it into an A+. And if you're like us, we can offer you the kind of challenge that will light a fire within you.Location (ATL, DFW, SLC) HybridThe Director Engineering...