1 Associate Director Executive Escalations Job in Hollywood, FL
Chewy is Hiring an Associate Director Executive Escalations Near Hollywood, FL
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.
- 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.
- A writing sample will be required
- 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.
Job Summary
Full Time
Retail
$109k-154k (estimate)
05/13/2024
06/09/2024
chewy.com
CLAYTON, IN
15,000 - 50,000
2011
DAVID BORTHWICK
$5B - $10B
Retail
Related Companies
About Chewy
Launched in 2011, we offer the personalized service of a neighborhood pet store alongside the convenience and speed of e-commerce. Customers love shopping our wide selection of products of more than 45,000 items (including our Private brands and prescription Rx food and Rx medication products), which we offer at competitive prices, fast 1-2 day shipping and around-the-clock convenience that only e-commerce can offer. Our commitment to customer service is the core of our brand, and our customers love us for it. We WOW pet parents through 24/7 assistance, advice and encouragement every day of th...e year. We make pet parenting easy with our convenient Autoship subscription programwhich allows our customers to schedule their orders, so they never run out of their pet food, supplies and medication they need. As an e -commerce company, product innovation drives our operations, and our team is constantly striving to find new and better ways to improve our customers experience. From an easy to navigate website and highly rated mobile apps, to detailed order tracking and personalized Pet Profile features, we are transforming the way pet parents shop. We're also growing fast. No longer a young pup, we're proud to be one of the fastest growing e-commerce companies of all time. With growth comes the exciting opportunity to be a part of a world-class organization of diverse team members, responsible for driving our latest innovations and customer experiences.
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