Manager, Quality Program Management III

Our Opportunity:

Chewy is continuing to build an outstanding team that strives to be the most trusted and convenient destination for pet parents (and partners) everywhere! We are looking for a passionate Customer and People centric Manager, Programs III to come join our Customer Care Quality Insights team!

We are looking for a Quality Program Manager III to provide strategic oversight and proactive leadership and development to a team of Quality Assurance Analysts (QAA). The ideal candidate will challenge, coach, and mentor their team to go above and beyond to analyze how consistent Customer Service is crafting an effortless, tailored, and memorable experience for our customers. This leader will also own strategic program design, building quality support models, implementation of new initiatives from ideation through continued program health and value generation. They will also  support prioritizing and driving Operational Insights, Quality Calibration, and Quality tool consistency and SOPs. Partnering across Operations, Learning & Development, Continuous Improvement, and other crucial team members, this position will cultivate driving improvement in the business and staying ahead of the curve in leveraging AI and tool stack improvements.

The Program Manager should have outstanding communication, interpersonal, customer service skills, as well as extensive knowledge of company policies and the Qualtrics platform.

What You’ll Do:

• Direct a team of up to 10-15 exempt and non-exempt analysts building sophisticated speech analytics detection models and operational insights into business challenges.
• Develop analyst skills in performing and presenting deep dive analysis into business challenges and understanding/application of speech driven quality models.
• Build, execute, and present Secret Shopper experiments across cohorts, channel, and competitors.
• Serve as an influential leader supporting customer care operations leaders, recommending, designing, and implementing best in class quality solutions.
• Create strategic programs to support new Chewy initiatives from customer journey through experience management and evolution.
• Leverage speech analytics behavior quality models across voice, email, chat, and specialty lines of business, working with operations stakeholders to evangelize across the organization.
• Formalize team operating procedures into consistent and repeatable mechanisms, ensuring best in class execution and outcomes.
• Implement process, auditing, and reporting solutions to share valuable data with end users and business leaders through collection, analysis, and summation.
• Draft and present white papers, WBR, MBR, and other documents to influence/advise the business related to quality performance and/or operational insight findings/recommendations.
• Track and trend data over time, assessing improvement/decline and the drivers behind data.
• Lead goal setting activities that advise the business on the quality performance trajectory against OP1 commitments.
• Represent the CC Insights team in new program/feature launches by aligning the vital resources to support, providing influential data and findings.
• Build/modify approaches to support the evolution of Chewy customer service offerings and tool set features.
• Strategic leadership of data and tool policies/governance, implementing approaches across cohorts
• Partner with senior leaders as a trusted advisor, influencing the creation, implementation, execution, and continued health of quality programs
• Act as an owner/protector of the customer experience by participating and providing feedback on business initiatives that directly impact the Customer Service Team using data analysis.
• Act as the STO (Single Threaded Owner) for an assigned critical initiative driving employee engagement or operational excellence. Lead all aspects of the initiative, delegate tasks as needed, meet established timelines, and regularly present status updates to Director level during operational review settings.
• Supervise and control team members' productivity and workload.
• Create and drive talent management strategies that include, but are not limited to, succession planning, talent reviews, recommendations of promotional opportunities for top performers, and development of all team members.
• Handle the corrective action process up and through termination for conduct, performance, or attendance related issues.
• Partner with recruiting to conduct interviews, assist in defining hiring profiles, and provide feedback on candidate quality to drive continuous improvement and candidate selection.
• Deliver individualized feedback on performance and behavior to all team members to identify areas of opportunity and develop action plans to improve metrics, closing performance gaps.
• Partner with HR regarding employee concerns and escalations as necessary.
• Execute quality toolkit and dashboard builds/updates that support the business via XMD, demonstrating understanding of journey models, speech detection, and meta data attributes.

What You’ll Need:

• At least 8 years in a Strategic Program Management Role with shown results in creating, implementing, and sustaining large programs at scale.
• Management experience with 10 or more direct reports, at the analysts and program managers level roles.
• Effective communication skills, especially written communications, as you will be responsible for writing documents with clear program strategies that tell compelling stories with clear value propositions.
• Proficiency in defining program requirements that drive intended results, and using data and metrics to determine their effectiveness (in the case of this team, inventing metrics might also come with the territory)
• Strong ability to lead numerous programs and projects simultaneously, leading timelines and resources effectively to hit deadlines and protect customer experience in a cross-functional setting.
• Previous experience in a CX environment, especially eCommerce

Bonus:

• Certifications in Program or Project Management (i.e., Agile, Scrum, PMP)
• Experience with speech to text analytics

We offer different types of insurance, 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.

Non-exempt hourly team members accrue paid time off (PTO) while salaried-exempt team members have unlimited PTO, subject to manager approval. Non-exempt hourly team members in Fulfillment Centers and Customer Service are also eligible for additional unplanned unpaid time off (UTO). 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.

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 our company, please contact HR@Chewy.com.

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