Director, Program Management
2 weeks ago
Our Opportunity:
At Chewy, we aim to become the most trusted and convenient online destination for pet parents and our partners – vets and service providers – alike. Our success is measured by the happiness of the people and pets we serve, not simply by the amount of pet supplies we deliver. That’s why we continue to think of outside-the-Chewy-box of ways to delight, surprise, and thank our loyal pet lovers
Customer Care is the key to success in our mission and what makes us successful. To maintain this advantage, we are hiring a Director, Program Management to join our Customer Care (CC) team at one of our hub locations (Bellevue, WA, Plantation, FL, or Dallas, TX). The leader will be responsible for building an elite programs organization that will enable an extraordinary customer service experience.
The Chewy CC Programs organization ensures a magnificent customer experience by eliminating defects across the customer journey, launching and scaling new offerings, and expansions. In addition, the team owns process improvement and is responsible for embedding a culture of continuous improvement enterprise wide, to optimize the way we serve pet parents. We’re looking for a Director that will work with leaders across Chewy by serving as a strategic partner to set the vision and direction of the customer service program organization. This role will work across all CC functional areas (Contact Center Operations, Learning & Development, Product & Tech, Analytics, Resource Planning, Forecasting, Human Resources, etc.) and across the enterprise teams to create the program roadmaps and the deliverables needed to create a best-in-class customer experience.
What You'll Do:
Provide strong leadership and vision for how to deliver an extraordinary CC experience through the team as well as business partnerships across the enterprise
Serve as the head of CC Programs and lead a large organization of Program Leaders focused on improving customer experience, defect reduction, expansions, new initiatives, process improvement
Lead cross-functional technical projects across multiple geographies working with senior business leaders on major initiatives
Implement best practices around Lean Six Sigma process improvement. Collaborate with CC leaders across different functional areas (i.e., Operations, Training, Technology, HR, etc.) to ensure alignment on deliverables and timelines
Lead the identification and implementation of program management processes, methods, tools, guidelines, standards, and a road map to establish a stable framework that supports all program teams and customers to improve the probability of successful delivery
Track key landmarks and lead detailed program plans to drive execution, accountability, and gauge CC readiness
Identify areas of risk for a poor customer experience and partner with business owners to address and remedy
Lead interdependencies and coordination across programs to ensure that information relating to project deliverables, risks, and issues are effectively communicated to CC leaders and other key stakeholders.
What You'll Need:
Bachelor’s degree in Business Administration, Finance, Operations Management, or a related quantitative degree
10+ years of experience in project/program management or similar senior leadership positions
Master Black Belt/Six Sigma Black Belt preferred
Experience with various Customer Service tools and technologies
Strong analytical and problem-solving skills, including the ability to provide objective feedback and accurate root cause analysis
Exemplary written and verbal communication skills using data to recommend and drive actions
Proven experience leading teams and delivering results in ambiguous and resource constrained environments
Communicate effectively with senior management, and convey a clear vision of what determines a successful solution for the customer and for the company
Exemplary stakeholder management and prioritization skills using systems, processes, and scalable frameworks
Proven experience delivering large scale initiatives on tight timelines
Position will require travel
Chewy is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members. If you have a disability under the Americans with Disabilities Act or similar law, and you need an accommodation during the application process or to perform these job requirements, or if you need a religious accommodation, please contact CAAR@chewy.com.
If you have a question regarding your application, please contact HR@chewy.com.
To access Chewy's Customer Privacy Policy, please click here. To access Chewy's California CPRA Job Applicant Privacy Policy, please click here.
-
Maintenance Director
3 months ago
Richardson, United States Grace Management Full timePay 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...
-
Therapy Program Director
4 days ago
Richardson, Texas, United States Asbury Care Center Full timeJob Summary:The Director of Rehabilitation at Asbury Care Center is responsible for overseeing all aspects of our rehabilitation services, including program development, staff management, and day-to-day operations.Key Responsibilities:Ensure that all staff members adhere to established guidelines for patient care.Review patient cases to determine eligibility...
-
Director of Nursing Programs
2 days ago
Richardson, Texas, United States American Career College Full timePosition Overview:The role of the Program Director is crucial in overseeing the Nursing program at American Career College. This position entails comprehensive management of the educational framework, ensuring that all aspects of the program align with institutional standards and regulatory requirements.Key Responsibilities:Oversee the development and...
-
Nursing Program Director Opportunity
4 days ago
Richardson, Texas, United States American Career College Full timeJob Summary:The American Career College is seeking a highly qualified and experienced Campus Director to lead our Nursing program. As a key member of our leadership team, you will be responsible for overseeing the curriculum, instruction, and administration of our nursing program.Key Responsibilities:Develop and implement program curriculum and instructional...
-
Sales Program Manager
2 weeks ago
Richardson, Texas, United States UT Dallas Full timeThe individual in this position will amplify the effectiveness of the Center for Professional Sales by cultivating connections with students, alumni, and corporate partners.Required QualificationsA Bachelor's degree in Business or a related discipline, coupled with 3-5 years of relevant experience directly associated with the responsibilities outlined; or a...
-
Sales Program Manager
2 weeks ago
Richardson, Texas, United States UT Dallas Full timeThe individual in this position will amplify the effectiveness of the Center for Professional Sales by cultivating connections with students, alumni, and corporate partners.Required QualificationsA Bachelor's degree in Business or a related discipline, accompanied by 3-5 years of relevant experience directly linked to the outlined responsibilities; or a...
-
Richardson, Texas, United States Fossil Group Full timeAbout the RoleWe are seeking a highly skilled and experienced Director of Cybersecurity and Risk Management to lead our global IT security team and drive the development of a comprehensive information security program.Key ResponsibilitiesDevelop and Implement Information Security Program: Design, implement, and maintain an information security program that...
-
Director of Rehabilitation
4 weeks ago
Richardson, United States Asbury Care Center Full timeAsbury Care Center - The Director of Rehabilitation (DOR) is responsible for overseeing all aspects of their organization's rehabiltiation services, including the development and implementation of programs, hiring and training of staff. The DOR is responsible for the day-to-day operations of their department while also managing other initiatives within the...
-
Director of Rehabilitation
4 months ago
Richardson, United States Asbury Care Center Full timeAsbury Care Center - The Director of Rehabilitation (DOR) is responsible for overseeing all aspects of their organization's rehabiltiation services, including the development and implementation of programs, hiring and training of staff. The DOR is responsible for the day-to-day operations of their department while also managing other initiatives within the...
-
Maintenance Director
3 months ago
Richardson, United States Twin Rivers Full timeJob 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...
-
Nursing Program Administrator
2 weeks ago
Richardson, Texas, United States American Career College Full timeDirector of Nursing Programs at American Career CollegeKey Responsibilities:Oversee the development and implementation of the nursing curriculum, including instructional materials and laboratory resources.Ensure adherence to accreditation standards and regulatory requirements.Facilitate the Program Advisory Board meetings and provide guidance to faculty...
-
Pharmacy Director
3 months ago
Richardson, United States Encompass Health Full timeJob DescriptionJob DescriptionPharmacy Director Career OpportunityAcknowledge and Appreciate for Your Expertise as Pharmacy DirectorAre you a passionate Pharmacy Director eager to excel in a fulfilling career close to home and close to your heart? Encompass Health, the nation's largest in-patient rehabilitation company, invites you to explore an...
-
Management Development Program
7 days ago
Richardson, Texas, United States Jimmy John's Full timeUnlock Your Potential as a Manager in TrainingAt Jimmy John's, we're committed to helping our team members grow and succeed in their careers. Our Management Development Program is designed to provide you with the skills and knowledge you need to become a successful leader in our company.Key Responsibilities:Participate in comprehensive training program to...
-
Associate Program Manager
4 days ago
Richardson, Texas, United States The Goldman Sachs Group, Inc. Full timeWealth Management at The Goldman Sachs Group, Inc.Our wealth management businesses provide financial planning, investment management, banking, and financial services to empower clients and customers around the world to reach their financial goals.Key Responsibilities:Develop and implement program management strategies to drive business growth and...
-
Director of Nonprofit Development
4 days ago
Richardson, Texas, United States InsideHigherEd Full timeAbout the RoleThe College of Southern Maryland is seeking a highly skilled and experienced Director to lead the Nonprofit Institute (NPI). As a key member of the college's leadership team, the Director will be responsible for developing and implementing initiatives that align with the college's strategic priorities and support the growth and development of...
-
Director of Contracting
1 month ago
Richardson, United States Agile People and Payroll LLC Full timeJob DescriptionJob DescriptionDescription:ABOUT US: Agility Insurance Services is a National Field Marketing Organization (FMO) and a leader in Medicare and Health Insurance enrollment. As a Director of Contracting on the Agility Team, you will be joining a diverse, fun-loving team that takes great pride in what they do. We are professional, fast-paced, and...
-
Director of Contracting
3 weeks ago
Richardson, United States Agile People and Payroll LLC Full timeJob DescriptionJob DescriptionDescription:ABOUT US: Agility Insurance Services is a National Field Marketing Organization (FMO) and a leader in Medicare and Health Insurance enrollment. As a Director of Contracting on the Agility Team, you will be joining a diverse, fun-loving team that takes great pride in what they do. We are professional, fast-paced, and...
-
Director of Contracting
3 weeks ago
Richardson, United States Agile People and Payroll LLC Full timeJob DescriptionJob DescriptionDescription:ABOUT US: Agility Insurance Services is a National Field Marketing Organization (FMO) and a leader in Medicare and Health Insurance enrollment. As a Director of Contracting on the Agility Team, you will be joining a diverse, fun-loving team that takes great pride in what they do. We are professional, fast-paced, and...
-
Director of Clinical Services-Hospice
2 hours ago
Richardson, United States Affinity Search Full timeDirector of Clinical Services/Director of Nursing - HospiceWe are looking for a dynamic RN with a hospice heart to join our wonderful hospice team. We offer great benefits, competitive salaries, outstanding leadership, and corporate support. A minimum of three to five years of hospice experience is required, along with a proven ability to manage a...
-
Director of Finance And Accounting
5 days ago
Richardson, United States Insight Global Full timeInsight Global is seeking a Director of Finance And Accounting (Managing Director) to join their customers team in the greater Dallas area! This is a full time, permanent role with bonuses and commissions available. We are looking for a sharp, respectful go-getter who is looking to bring new processes to an established organization and work to drive revenue...