Quality Assurance Program Manager

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 Program Manager to come join our Customer Service Quality Experience & Enablement team!

We are looking for a Quality Program Manager to provide proactive leadership and development to a team of Quality Assurance Agents (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 support prioritizing and driving Operational Insights and Quality Calibration sessions with partners across Operations, Learning & Development, Continuous Improvement, and other key team members in improving the Customer Experience.

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

What You’ll Do:

• Partner with recruiting to conduct interviews, assist in defining hiring profiles, and provide feedback on candidate quality to drive continuous improvement and candidate selection.
• Perform discovery activities for new lines of business and expanded support.
• Manage the corrective action process up and through termination for conduct, performance, or attendance related issues.
• 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.
• 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.
• Operate with understanding of Chewy Quality Methodology and Behavioral Coaching techniques.
• Track and trend data over time, assessing improvement/decline and the drivers behind data.
• Lead a team of 15-20 non-exempt direct reports
• Participate and provide feedback on business initiatives that directly impact the Customer Service Team using data analysis.
• Handle QAA who review and score customer calls using quality control guidelines to ensure agents are meeting established criteria; Calibrate with other team members to ensure consistency in grading using speech to text analytical tools and evaluation of issue resolution, customer empathy and sentiment, and adherence to Chewy training and product specific knowledge.
• Supervise and control team members' productivity and workload.
• 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
• Implement process, auditing, and reporting solutions to share valuable data with end users and business leaders through collection, analysis, and summation.
• Partner with HR regarding employee concerns and escalations as necessary.
• Draft white papers.

What You’ll Need:

• 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)
• Previous experience in a CX environment, especially eCommerce
• Management experience with 5 or more direct reports.
• Strong ability to lead numerous programs and projects simultaneously, managing timelines and resources effectively to hit deadlines and protect customer experience in a cross-functional setting
• At least 3 years in a Program Management Role
• 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

Bonus:

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

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 [email protected].

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