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Chewy Vice President Customer Experience in Boston, Massachusetts

Our Opportunity:

Chewy is revolutionizing the pet industry as one of the fastest growing e-commerce retailers of all time. We are seeking a VP, Customer Experience to join our award-winning customer service organization.

The VP, Customer Experience is responsible for defining the strategic direction of Chewy’s customer experience and overseeing its successful execution. This leader will have oversight of the teams at Chewy that advance the innovative delivery of value and surprise and delight to the customer. As a member of the executive team, this person will function as a key leader to our success and growth.

We offer a convenient way to shop for pet supplies within a highly personalized experience that's fueled by award winning customer care. Whether it's our easy-to-use website, great selection of high-quality products, competitive pricing, speedy deliveries, or award-winning customer service; we aim to “Wow” our customers in all aspects!

What you’ll do:

Lead, Manage, and Drive Accountability:

  • Build and lead the Customer Experience teams

  • Clarify the vision for how Chewy engages and delivers value to customers and align that vision across the organization in partnership with our customer service operations, product, and continuous improvement teams

  • Clearly communicate roles, responsibilities, and expectations for managers and CX employees

  • Assist departmental managers in setting strategic priorities for their teams, identifying metrics for success and helping to drive priorities to successful completion

Deliver Value to Clients:

  • Build on the customer service brand that Chewy has already created, develop and implement a delightful experience for our customers.

  • Build and operationalize the process and standards for delivering value to our clients, whether done via technology, services, or partnerships

  • Work across the organization to remove blockers or friction points for the team

  • Emphasize the importance of delivering an excellent customer experience, building a culture that emphasizes client engagement and delivering value to customers

  • Understand and be able to articulate, communicate, and effectively address customer heath

What you’ll need:

  • Must have vast experience of over 15 years in customer service, and/or customer experience type positions in a complex and growth-oriented business setting

  • Previous roles in leadership at the VP level preferred

  • Significant experience in building brands and leading customer experience teams

  • Ability to simplify complex situations and focus on value and effectiveness

  • Proven experience designing and managing customer retention strategies

  • Strong background in the design and implementation of processes to support the customer from the ground up

  • Ability to simplify complex situations and focus on value and effectiveness

  • Strong leadership skills and a proven ability to attract, develop, retain and motivate a team

  • A history of defining ambitious goals and establishing priorities to ensure results; manages projects, activities and resources effectively

  • Demonstrated capability to think deeply and quantitatively about business challenges, breaking down problems and presenting solutions

  • Ability to build strong relationships and achieve influence, both internally and in senior customer relationships

  • Excellent presentation, communication, influencing with a focus on data and leadership skills

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, or you require a religious accommodation, and you wish to discuss potential accommodations related to applying for employment at Chewy, please contact HR at chewy dot com

To access Chewy’s Privacy Policy, which contains information regarding information collected from job applicants and how we use it, please click here: https://www.chewy.com/app/content/privacy).

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