Associate Director, Voice of Customer Experience

2 weeks ago

Plantation, Florida, United States Chewy Full time
Our Opportunity:
Chewy is seeking an experienced Associate Director, Voice of the Customer to lead a team that obsesses over deeply understanding our customers' needs and driving feedback throughout Chewy to improve Customer Experience.

The right candidate will craft the role that customer feedback has in evolving the customer experience at Chewy. By owning the strategy and execution on sourcing customer feedback across various customer service channels and feedback methods, this role will lead their team to deliver actionable insights on behalf of the customer.

The ideal candidate will be a strong executor, building out scalable workflows that connect cross-functional teams together in a way that delivers clear customer outcomes.

Key Responsibilities:
• Lead the Voice of Customer team and be responsible for the roadmap to understand, report out, and improve upon a best-in-class customer experience for Chewy's customers
• Implement and evolve best-in-class customer feedback and insights tools to extract customer feedback from numerous structured and unstructured data sources to ensure we gather the voice, sentiment, and struggles from our customers
• Prioritize customer experience needs to inform Chewy-wide efforts to delight pet parents with industry-leading experiences
• Drive VOC insights across the business by developing and driving the right mechanisms (meeting sprints, call listening sessions, business reviews, etc.)
• Partner with leaders across Chewy to ensure there is visibility and accountability on fixes, and hold teams accountable for prioritizing work that closes customer experience gaps
• Conduct competitive assessments of Chewy's customer experience relative to key competitors to guide execution and educate the business on high-leverage opportunities to improve their functional contribution toward a delightful customer experience
• Build a well-oiled, closed feedback loop that combines customer experience data with operational, utilization, and financial data to fuel positive changes across the Chewy enterprise, including Operations, Marketing, Merchandising, Delivery Experience, and Healthcare to further a culture of continuous improvement via customer centricity in support of Chewy's mission
• Identify gaps and partner with upstream teams to engineer solutions in processes, communications, and systems to launch new initiatives with customer-focused, high-quality execution across multiple teams
• Perform in-depth analysis, synthesize results, develop stories, build strategies, and make recommendations to business and technical leaders
• Measure key quantitative indicators such as contact rates, concession rates, repeat contacts, customer satisfaction, star ratings, and more through dashboards and ad hoc queries to drive significant improvements to the customer experience
• Communicate clearly and optimally across multiple teams and leadership levels, including project/program status updates and C-suite presentations

Requirements:
• Bachelor's degree in Business Administration, Marketing, Computer Science, or similar
• 7+ years of experience in Voice of Customer, Customer Experience, Consumer Insights
• Dynamic and engaged leader with experience leading a high-performing, customer-experience-focused team
• Strong analytical capabilities and ability to tell a story that bridges data to business outcomes
• Proven ability to be a motivational change agent and influencer to the C-Suite and key stakeholders via outstanding professional writing and communication skills
• Shown ability to debate and push back with senior leaders in the name of CX
• Some (up to 15%) travel required

Bonus:
MBA or Master of Science in Business, Computer Science, Supply Chain, Engineering, or other Operations disciplines; or equivalent Masters-level degree
• Experience in ecommerce, customer experience, healthcare, new market expansion, and/or new technology product launches
• Successful delivery of process and/or technology solutions, and familiarity with service-oriented architecture
• 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

  • Associate Director, Environmental Health and Safety

    2 weeks ago

    Plantation, Florida, United States Chewy Full time

    Job SummaryWe are seeking a highly skilled and experienced Associate Director, Environmental Health and Safety to join our team at Chewy. The successful candidate will be responsible for leading our EHS program, ensuring compliance with all applicable regulations, and promoting a safe and healthy work environment for our team members.Key...

  • Transportation Director

    2 weeks ago

    Plantation, Florida, United States Chewy Full time

    Job Title: Director of TransportationAt Chewy, we're seeking a visionary leader to drive our domestic truckload network strategy. As the Director of Transportation, you'll be responsible for developing and implementing a comprehensive plan to optimize our inbound and middle mile networks.Key Responsibilities:Manage a team responsible for the day-to-day...

  • Director of Telemetry Operations

    1 week ago

    Plantation, Florida, United States TalentBurst Full time

    Job Title: Director of Telemetry OperationsLocation: Plantation, FLRequired Experience:3+ yrs progressive leadership in relevant unit, director level exp preferredWhat qualifications you will need:BSN requiredBLS, ACLSRN or APRNJob Summary and Qualifications:Directs and manages the operations and activities of the nursing unit.Maintains responsibility for...

  • Sales Associate

    2 weeks ago

    Plantation, Florida, United States Express Full time

    About ExpressExpress is a leading fashion retailer offering a wide range of stylish and high-quality clothing and accessories for men and women. Our mission is to provide a unique shopping experience that inspires self-expression and confidence.Job SummaryWe are seeking a highly motivated and customer-focused Sales Associate to join our team at Broward Mall....

  • Sales Associate

    5 days ago

    Plantation, Florida, United States Express Full time

    About the RoleWe are seeking a highly motivated and customer-focused Sales Associate to join our Express team. As a Sales Associate, you will be responsible for providing an exceptional shopping experience for our customers while maintaining a clean and organized sales floor.Key ResponsibilitiesMaintain a safe and inviting store environment by adhering to...

  • Director of Beverage Insights and Marketing

    2 weeks ago

    Plantation, Florida, United States National Beverage Full time

    Job Title: Director, Beverage Insights and Shopper MarketingOVERVIEW OF ROLE, RESPONSIBILITIES, SKILL EXPECTATIONS ANDThe primary responsibility of this position is to provide National Beverage with information, insights, and formal communication skills regarding industry trends, customers, markets, consumers, competitors, and performance metrics to support...

  • Director of Marketing and Data Insights

    1 month ago

    Plantation, Florida, United States Virgin Voyages Full time

    Transform Marketing Strategies into Actionable InsightsAs a Director of Marketing and Data Insights at Virgin Voyages, you will play a pivotal role in driving business growth by leveraging advanced data science and analytics. You will collaborate across teams to develop and execute marketing strategies, optimize media investment, and enhance customer...

  • Hospice Registered Nurse Director

    4 weeks ago

    Plantation, Florida, United States AccentCare Full time

    OverviewFind Your Passion and Purpose as a Hospice Registered Nurse Director of AdmissionsAdmissions Coverage Area:Broward CountyWe are seeking a compassionate and experienced Registered Nurse Director to lead our Hospice Admissions team in Broward County. As a key member of our team, you will be responsible for overseeing the admissions process, ensuring...

  • Director of Operations and Business Analytics

    2 weeks ago

    Plantation, Florida, United States FirstService Residential Full time

    Job Overview:The Director of Operations Support and Business Analytics will provide strategic oversight and leadership to a dynamic team of central support specialists, both internal and external, along with reporting and business analytics.This role is accountable for all operations support processes, procedures, and related technology...

  • Sales Associate

    5 days ago

    Plantation, Florida, United States Express Full time

    Job SummaryWe are seeking a highly motivated and customer-focused Sales Associate to join our Express retail team. As a Sales Associate, you will be responsible for providing exceptional customer service, maintaining a clean and organized sales floor, and assisting with various tasks to ensure a positive shopping experience for our customers.Key...

  • Director of Beverage Insights and Marketing

    2 weeks ago

    Plantation, Florida, United States National Beverage Full time

    Job Title: Director of Beverage Insights and MarketingJoin National Beverage as a Director of Beverage Insights and Marketing, where you will play a key role in driving business growth and success through data-driven insights and strategic marketing initiatives.Key Responsibilities:Develop and execute market research and analysis to inform business decisions...

  • Customer Support Representative

    1 month ago

    Plantation, Florida, United States Bayside Support Services Full time

    Customer Support Agent IWe are dedicated to delivering exceptional customer experiences and innovative solutions for the content creator economy. Our mission is to cultivate a safe, engaging, and inventive community experience.Our Vision:We aim to be the industry leader in delivering extraordinary customer experiences, setting standards for exceptional...

  • Respiratory Therapist Director

    1 month ago

    Plantation, Florida, United States Pyramid Consulting Full time

    Job OpportunityPyramid Consulting is seeking a highly skilled Registered Respiratory Therapist to fill a Director role in Cardio Rehab.Key ResponsibilitiesLead a team of respiratory care professionals in an acute hospital setting.Develop and implement strategies to improve patient outcomes and team performance.Collaborate with healthcare professionals to...

  • Sales Associate Sunglass Hut

    2 weeks ago

    Plantation, Florida, United States EssilorLuxottica Full time

    About Sunglass HutSunglass Hut, a global leader in the sale of premium sunglasses, has partnered with Bass Pro Shops to open Sunglass Hut shop-in-shops inside Bass Pro stores across North America.Job SummaryWe are seeking a Sales Associate to join our team at Sunglass Hut. As a Sales Associate, you will be responsible for delivering exceptional customer...

  • Sales Associate Broward Loft

    5 days ago

    Plantation, Florida, United States Knitwell Group Full time

    About UsAt Knitwell Group, we're passionate about empowering women to find their authentic self-expression. Our team is dedicated to providing exceptional customer service and creating a welcoming environment for all our clients. As a Sales Associate, you'll play a vital role in helping us achieve our mission.Key Responsibilities:Provide exceptional customer...

  • Part Time Sales Associate

    5 days ago

    Plantation, Florida, United States Knitwell Group Full time

    At Knitwell Group, we're looking for a Part Time Sales Associate to join our team. As a Part Time Sales Associate, you will be responsible for providing exceptional customer service, driving revenue, and achieving individual and store goals.Key Responsibilities:Provide clients with exceptional services through relationship building, sharing style/product...

  • Sales Associate

    2 weeks ago

    Plantation, Florida, United States Knitwell Group Full time

    About UsAt Knitwell Group, we're passionate about empowering women to express themselves through fashion. Our mission is to provide high-quality, modern clothing that makes women feel confident and beautiful.Job OverviewWe're seeking a highly motivated and fashion-forward Sales Associate to join our team at our Westfield Broward store. As a Sales Associate,...

  • Fitness Sales Associate

    4 weeks ago

    Plantation, Florida, United States Rumble Boxing Plantation Full time

    Job Title: Boutique Fitness Sales AssociateAt Rumble Boxing Plantation, we're on a mission to create a new generation of boxers with style, sophistication, and sweat. As a Boutique Fitness Sales Associate, you'll play a key role in helping us achieve this goal by bringing new members to our studio and booking them into classes.Key Responsibilities:Execute...

  • Director of Staff Development and Education

    2 weeks ago

    Plantation, Florida, United States Covenant Living Full time

    Job SummaryWe are seeking a highly skilled and experienced Director of Staff Development and Education to join our team at Covenant Living. This is a key leadership role that will be responsible for developing and implementing comprehensive staff development and education programs to enhance the skills and knowledge of our nursing staff.Key...

  • Administrative Support Associate

    5 days ago

    Plantation, Florida, United States FirstService Residential Full time

    Job Summary:As a skilled Receptionist, you will be responsible for providing exceptional customer service to residents and guests by greeting, welcoming, and directing them appropriately. You will also be responsible for answering phone calls, directing or answering questions, and providing administrative support.Your Key Responsibilities:• Greet visitors...