Associate Director, Voice of Customer

Job Description:

We are seeking an experienced Associate Director, VOC Program Management, to join our CC Solutions Team. In this critical role, you will lead the strategy and implementation of Chewy’s Voice of Customer (VOC) program to identify, measure, and ultimately eliminate obstacles to the best possible Chewy customer experience. You will be responsible for driving Root Cause Analysis of Executive Escalations and marrying findings to other VOC listening post (CSAT, NPS, Speech Analytics, etc.) insights to drive customer experience improvements by influencing functional leaders across the customer journey to prioritize roadmap initiatives based on VOC insights, and producing C-Suite level reporting on VOC headwinds, tailwinds, and Executive Escalation findings.

To be successful, this individual must be highly motivated, hands on, team focused, organized, and detail-oriented,  possessing solid analytical, problem-solving, program management, and interpersonal skills. The ideal candidate will be internal and external customer obsessed, have a passion for problem-solving, a track-record of amazing execution of cross-functional initiatives and exceptional at using data to influence and drive decisions. This is a high-visibility role, creating and driving the delivery of a multi-year roadmap of mechanisms to build and maintain the Chewy Customer Experience.

What You'll Do:

• Lead the implementation of Chewy’s Voice of Customer (VOC) program to identify, measure, and ultimately eliminate obstacles to the best possible Chewy customer experience
• Design, implement and operationalize the AI driven VOC program of the future, as well as customer survey strategy
• Drive Root Cause Analysis of Executive Escalations and marry findings to VOC insights to drive CX improvements
• Influence functional leaders across the customer journey to prioritize roadmap initiatives based on VOC insights
• Produce C-Suite level reporting on VOC headwinds, tailwinds, and Executive Escalation findings
• Lead weekly/bi-weekly VOC sprints to ensure more critical issues are ranked and priorities
• Work with leaders across Chewy to ensure there is visibility and accountability on fixes, and holding teams accountable for prioritizing work that closes customer experience gaps
• Build a well-oiled, closed feedback loop that combines customer experience data with operational, usage, and financial data to fuel positive changes across the Chewy enterprise including CS Operations, Marketing, Merchandising, Delivery Experience, and Healthcare to further a culture of continuous improvement via customer centricity in support of Chewy’s mission
• Lead post implementation reviews to ensure successful delivery has been achieved and scale similar improvement in a repeatable manner across the organization
• Possess the ability to provide CI training, coaching, and mentoring to all levels of the organization
• Perform in-depth analysis, synthesize results, develop stories, build strategies, and make recommendations to business and technical leaders
• Communicate clearly and effectively across multiple teams and leadership levels including project/program status, c-suite presentations, and updates
• Hire, develop, and lead a team of VOC Program Managers (Practitioners) to identify Customer Experience gaps and surface with cross functional partners across Chewy

What You'll Need:

• Bachelor’s degree in Business Administration, Marketing, Computer Science, or similar
• 10+ years of experience in Voice of Customer, Customer Experience, Consumer Insights
• Dynamic and engaged leader with experience leading a group of Customer Experience practitioners.  
• Highly analytical and able to tell a story that bridges data to business outcomes
• Very motivational agent of change, able influence C-Suite and key stakeholders via superior professional writing and communication skills
• Tremendous backbone, with the ability to debate and push back at even the most senior leader level of Chewy in the name of CX. Stuff like this more clearly delineates the impact, scope, and breadth of the role
• 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
• Proven track record of building high-performing teams
• 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
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• The specific salary offered to a candidate may be influenced by a variety of factors including but not limited to the candidate’s relevant experience, education, and work location. In addition, this position is eligible for 401k and a new hire and annual equity grant. C08+ positions may also be eligible for annual bonus.

We offer different types of insurance and benefits, such as medical/Rx, vision, dental, life, disability, hospital indemnity, critical illness, and accident. We offer parental leave, family services benefits, backup dependent care, flexible spending accounts, telemedicine, pet adoption reimbursement, employee assistance program, and many discounts including 10% off pet insurance and 20% off at Chewy.com. 

Exempt salary team members have unlimited PTO, subject to manager approval. Team members will receive six paid holidays per year. Team members may be eligible for paid sick and family leave in compliance with applicable state and local regulations. 

Chewy is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, gender, citizenship, marital status, religion, age, disability, gender identity, results of genetic testing, veteran status, as well as any other legally-protected characteristic. 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 [email protected].

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