Chewy

Role Description Chewy is looking for a highly motivated, goal-oriented and engaged Operations Manager to join our Operations team. The right person will be a natural people leader, responsible for building engaging teams and improving operational efficiency. A customer-first mindset is critical for this role. - Manage a total team size of 45-85 frontline team members and 3-5 Salaried Team Managers. - Promote an engaging agent experience through other leaders. - Conduct team meetings and huddles to communicate critical business updates and drive team member understanding, engagement and timely execution of initiatives. - Participate and own the talent review process for all leaders on your team. - Develop bench strength through effective coaching, feedback, and development plans for your leaders. - Maintain and execute new leadership onboarding initiatives to enhance the career path experience. - Contribute to Strategic Planning for the business and drive Change Management and UAT for initiatives (Open Methods refinement, Clinic Performance Initiatives, CHIRP feedback implementation, etc.). - Operate with a willingness to learn, share, and receive feedback. - Operate with understanding, active listening, patience, empathy, and kindness to customers and fellow team members. - Operate with a sense of curiosity to identify and solution process improvements that would improve the customer experience, employee experience or operational efficiencies. - Drive Workforce Planning activities for the business through partnership with WFM team (Real Time Queue Management, Overtime and VTO management, Maintaining Staffing files and Team Assignments). - Own B2B Communications on Escalations with Clinic Partners, Legal, Compliance, and Merchandising. - Ensure Legal Compliance guidelines are adhered to. - Facilitate weekly call listening sessions to track the healthcare customer journey and drive improvement in the customer experience. - Ensure compliance with all company policies. - Establish relationships with key stakeholders in Merchandising, Product, Business Intelligence, Quality, Workforce, and Learning & Development to earn trust and build partnerships. - Perform other duties as assigned and needed. Qualifications - 5+ years of multi-channel contact center management experience or equivalent comparable experience. - Must be comfortable adapting to rapidly shifting goals, and willing to ‘roll up your sleeves’ to solve a variety of challenges. - Proven coaching skills that can impact both front-line agents and leadership. - BS/BA degree or equivalent experience (i.e. 5+ years industry experience in lieu of degree). - Strong computer and internet proficiency in a technology-driven environment. - Proficiency in MS Office suite (Excel is a must). - Outstanding oral and written communication skills, and comfortability and ease in presenting information to a group. - Candidate must be flexible with scheduling as the position could include evenings, weekends and some holidays. - Position may require travel. Company Description 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 CAAR@chewy.com . To access Chewy's California CPRA Job Applicant Privacy Policy, please click here .

Role Description Chewy Health is seeking a strategic Associate Director, Veterinary Services - Medical Operations to lead the management, expansion, and performance of our remote veterinary care services. This leader will take charge of coordinating all aspects of the healthcare groups responsible for clinical quality, virtual care delivery, and program implementation. These programs include telemedicine, triage, and emerging virtual care offerings. You will develop scalable virtual plans for medical operational excellence that align with business priorities, clinical excellence, customer experience, and team member engagement. You will partner closely with cross-functional teams to translate business goals into scalable medical operations strategies that support balanced growth and excellence in patient care. You are a leader who thrives in a fast-paced evolving environment, enjoys building and scaling programs, and is passionate about advancing veterinary medicine through technology-enabled care. What You'll Do - Lead the overall medical operations strategy, implementation, and success of virtual care delivery across remote consultations, patient assessment, and future virtual care programs. - Provide medical leadership, mentoring, and development to managers and teams leading medical quality, clinical standards, veterinary professional development, operational workflows, and care delivery infrastructure. - Develop and implement a comprehensive virtual medical management plan that aligns with organizational goals and fosters balanced growth. - Coordinate the implementation, optimization, and governance of standards of care, SOPs, workflows, and processes that enable efficient, consistent, and high-quality care delivery. - Establish strong cross-functional partnerships to ensure effective planning, alignment, and execution of central initiatives. - Partner with Workforce Management to inform staffing strategies, capacity planning, and service-level performance. - Monitor industry trends, competitive activity, regulatory considerations, and developing technologies to find opportunities for innovation, differentiation, and growth. - Foster a culture of accountability, collaboration, continuous improvement, clinical excellence, and customer-centric care. Qualifications - Doctor of Veterinary Medicine (DVM/VMD) degree or equivalent veterinary medical degree in good standing. - Minimum 10 years of clinical practice experience. - 8+ years of progressive leadership background in veterinary medicine or related service organizations. - 5+ years of experience leading managers and high-performing veterinary teams. - Strong understanding of quality management, clinical operations, performance metrics, and continuous improvement methodologies. - Experience bringing to bear data, analytics, and operational insights to drive decision-making and business outcomes. - Outstanding leadership, communication, collaborator management, and influencing skills. - Strong business insight and experience balancing customer experience, medical quality, employee involvement, and operational performance. - Ability to navigate ambiguity, prioritize effectively, and lead in a rapidly evolving environment. - The position is intended to be remote, but the role will require travel (25%). Bonus - Experience in veterinary telemedicine or technology-enabled healthcare services. - Board certification in a recognized veterinary specialty. - Experience managing geographically distributed or remote teams. Benefits - The base salary range for this role is $137,500 - $221,500.00. - This position is eligible for 401k and a new hire and annual equity grant. - 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 will be eligible for an annual PTO. - 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.

Title: Licensed Healthcare Agent Location: Remote (Must reside in one of the following states: Arizona, Florida, Kentucky, or Texas) Job Description: Pay Rate: $21.00/hour Do you have a passion for helping animals and hold an active Property & Casualty Insurance license? Join Chewy Insurance Services and help pet parents protect their beloved companions through comprehensive pet insurance coverage and exceptional customer service. We are seeking dynamic and motivated individuals to join our team as Healthcare Agent Licensed Trainee. In this role, you will educate pet parents, guide them through enrollment, and ensure they select the coverage options that best meet their needs. Why Join Chewy Insurance Services - Competitive pay and benefits - Opportunity to make a meaningful impact for pet families - Career growth within a rapidly expanding sector - Supportive and collaborative team culture Key Responsibilities - Respond to inbound warm leads from pet parents interested in pet insurance policies - Use a consultative approach to assess customer needs and recommend appropriate coverage - Educate customers on policy details, coverage options, and benefits - Confidently and empathetically address objections to build trust - Guide customers through the enrollment process and ensure accurate documentation - Meet or exceed enrollment targets while maintaining regulatory compliance - Utilize internal systems to provide a seamless customer experience - Collaborate with insurance partners and maintain knowledge of Chewy’s pet insurance offerings - Handle healthcare and customer service inquiries via phone, email, and chat as needed Qualifications - Active Property & Casualty Insurance license in your home state (required) - Ability to obtain and maintain non-resident licensure in all 50 U.S. states - Ability to pass a background check, additional insurance screenings, and fingerprinting as required - 2+ years of insurance sales experience preferred - 2+ years of customer service experience - Strong consultative selling and objection-handling skills - Excellent communication skills - Familiarity with pet insurance or the broader insurance industry is a plus - Comfortable using multiple systems for data entry and customer interaction - Flexibility to work shifts, including evenings, weekends, and potential overtime Training - Three weeks of virtual training - Monday through Friday - 9:00 AM – 5:30 PM ET Technical Requirements (Remote Work) - Reliable wired internet connection (minimum 30 Mbps download / 10 Mbps upload) - Dedicated, distraction-free workspace - Cell phone or tablet for two-factor authentication - Ability to receive SMS messages and phone calls - Compliance with insurance licensing location requirements Important: Applicants must provide complete and transparent information regarding any criminal background history on their pre-employment application, including misdemeanors, felonies, and dropped charges.

Provide compassionate customer service by handling calls from pet parents and veterinary practices, managing appointment scheduling, and resolving issues through effective communication and problem-solving skills.

Role Description Do you have a passion for helping animals and hold an active Property & Casualty Insurance license? Join Chewy Insurance Services and help pet parents protect their beloved companions through comprehensive pet insurance coverage and exceptional customer service. We are seeking dynamic and motivated individuals to join our team as Healthcare Agent Licensed Trainee. In this role, you will: - Educate pet parents - Guide them through enrollment - Ensure they select the coverage options that best meet their needs Qualifications - Active Property & Casualty Insurance license in your home state (required) - Ability to obtain and maintain non-resident licensure in all 50 U.S. states - Ability to pass a background check, additional insurance screenings, and fingerprinting as required - 2+ years of insurance sales experience preferred - 2+ years of customer service experience - Strong consultative selling and objection-handling skills - Excellent communication skills - Familiarity with pet insurance or the broader insurance industry is a plus - Comfortable using multiple systems for data entry and customer interaction - Flexibility to work shifts, including evenings, weekends, and potential overtime Requirements - Reliable wired internet connection (minimum 30 Mbps download / 10 Mbps upload) - Dedicated, distraction-free workspace - Cell phone or tablet for two-factor authentication - Ability to receive SMS messages and phone calls - Compliance with insurance licensing location requirements Training - Three weeks of virtual training - Monday through Friday - 9:00 AM – 5:30 PM ET Benefits - Competitive pay and benefits - Opportunity to make a meaningful impact for pet families - Career growth within a rapidly expanding sector - Supportive and collaborative team culture Important Applicants must provide complete and transparent information regarding any criminal background history on their pre-employment application, including misdemeanors, felonies, and dropped charges. If you are a licensed insurance professional who is passionate about helping pet parents and interested in building a meaningful career in pet health protection, we encourage you to apply. 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 CAAR@chewy.com . To access Chewy's California CPRA Job Applicant Privacy Policy, please click here .

Role Description What you’ll do: - Use modeling, statistics, trend analysis, and other data analysis techniques to collect, explore, identify, and analyze data. - Research and apply knowledge of existing and emerging data science principles, theories, and techniques to inform business decisions. - Develop and program methods, processes, and systems to consolidate and analyze unstructured, diverse big data sources to generate insights and solutions for client services and product enhancement. - Identify insights from data and metadata sources, interpreting and communicating findings to the leadership team. - Direct the application of existing principles and guide development of new policies and ideas. - Understand and work on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors. - Determine methods and procedures on new assignments. - Exercise judgment in selecting methods, evaluating, adapting of complex techniques and evaluation criteria for obtaining results. Qualifications - Master’s degree in Data Science, Operations Research, Statistics, Applied Mathematics, Industrial Engineering, Computer Science, or related field. - 1 year of experience as an Operations Research Analyst or a related position/occupation. Requirements - Object-oriented programming with Python. - Statistical modeling and experimentation (probabilistic modeling, simulation, regression, A/B testing). - Algorithm design and mathematical optimization. - Data visualization tools and packages (Tableau or similar). - Use of collaborative/version control tools (Git and Confluence or similar). Benefits - Base salary range: $162,500 to $260,000 per year. - Eligible for 401k and a new hire and annual equity grant. - Annual bonus eligibility for C08+ positions. - Insurance and benefits: medical/Rx, vision, dental, life, disability, hospital indemnity, critical illness, and accident. - Parental leave and family services benefits. - Backup dependent care and flexible spending accounts. - Telemedicine and pet adoption reimbursement. - Employee assistance program and discounts (10% off pet insurance and 20% off at Chewy.com). - Unlimited PTO for exempt salary team members, subject to manager approval. - Six paid holidays per year. - Eligibility for paid sick and family leave in compliance with applicable state and local regulations.

Role Description Chewy is continuing to build a world-class team that strives to be the most trusted and convenient destination for pet parents (and partners) everywhere! We are looking for a Team Manager, to provide proactive leadership and development for up to 25 hourly Team Members who support multiple channels within the business. The ideal candidate will challenge, coach, and mentor their team to go above and beyond to build unique and impactful moments for our customers while also resolving their issues. This leader will be accountable for their team achieving set service and quality expectations, while developing Team Members that are having difficulty meeting Chewy standards. The Team Manager should have outstanding communication, interpersonal and customer service skills, as well as comprehensive knowledge of company policies and offerings. What You’ll Do - Manage a team of 10-25 direct reports - Build 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. - Leverage multiple data points, trending information, and behavioral patterns to establish and implement coaching strategies. - Manage the corrective action process up and through termination for conduct or performance 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. - Improve production levels of phone, email, chat and social media teams through recurring meetings and huddles to communicate critical business updates and drive team member productivity. - 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. - 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. - Monitor and control Team Members' productivity and workload of multi-channel volume. - Partner with the Operations Manager to create and implement annual engagement plans and activities. - Support and handle customer and systems issues as needed. - Assist and support learning and development needs for Team Members to successfully complete their metric expectations and to stay current on new product training as needed. - Handle employee concerns and issues to HR where necessary. - Participate and provide feedback on business initiatives that directly impact the Customer Service Team. - Operate with understanding, active listening, patience, empathy, and kindness to customers and fellow Team Members. - Conduct retention checks with Agents to check knowledge of current Chewy information. - Identify operational deficiencies and suggest plans for improvement. - Prepare reporting by collecting, analyzing and summarizing data and trends to improve processes, ensuring resources are properly allocated to increase efficiency and customer satisfaction. Qualifications - 2-5 years’ working experience in a customer service or call center environment. - Management experience with 5 or more direct reports. - Ability to manage a high volume of information/data. - A sense of urgency with a demonstrated ability to multi-task and adapt to quickly changing priorities in a fast-paced environment. - Excellent verbal and written communication abilities. - Proficiency in Microsoft Office Suite products. - Position may require some travel (<25%). - Must be willing to work evening shifts and perform other duties as needed. Equal Opportunity Employer 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 CAAR@chewy.com.

Role Description What you’ll do: - Combine deep understanding of machine learning, advanced data analysis, statistical testing, and the ability to communicate insights effectively to both technical and non-technical stakeholders. - Operate as a full stack data scientist utilizing expertise in both machine learning and cloud technologies, while also growing and leading a team. - Lead data science projects through development lifecycle including offline evaluation, deployment, experimentation, feedback, and model improvements. - Formalize procedures about how models are expected to behave, creating definitions of outliers, developing methods to identify them systematically, and explaining why they are reasonable or identifying fixes. - Design, develop, and implement machine learning models for various applications, including but not limited to predictive analytics, natural language processing, generative AI, and computer vision for different retail applications. - Research and implement state-of-the-art machine learning algorithms to address specific business challenges. - Analyze large, complex data sets to extract actionable insights and identify trends, patterns, and opportunities. - Handle data collection, cleansing, and validation processes to ensure data integrity and reliability. - Collaborate with cross-functional teams, including data scientists, software engineers, and domain experts, to understand requirements and deliver effective solutions. - Document code, algorithms, and processes to facilitate knowledge sharing and ensure reproducibility. - Provide technical guidance in best practices for model development to the data science team. Qualifications - Master’s degree in Data Science, Math, Statistics, Computer Science, or related field and 4 years of experience as a Computer and Information Systems Manager or a related position/occupation. - Ph.D. degree in Data Science, Math, Statistics, Computer Science, or related field and 2 years of experience as a Computer and Information Systems Manager or a related position/occupation. Requirements - Apply advanced mathematics and data science methodologies. - Standard machine learning and statistical techniques including predictive models (time series, regression, etc.), classification, forecasting. - Programming in Python and ML frameworks. - Developing and deploying advanced machine learning models and algorithms in a production environment. Benefits - Base salary range: $189,684 to $296,000 per year. - Eligible for 401k and a new hire and annual equity grant. - C08+ positions may also be eligible for annual bonus. - Different types of insurance and benefits, such as medical/Rx, vision, dental, life, disability, hospital indemnity, critical illness, and accident. - Parental leave, family services benefits, backup dependent care, flexible spending accounts, telemedicine, pet adoption reimbursement, employee assistance program. - Discounts including 10% off pet insurance and 20% off at Chewy.com. - Unlimited PTO for exempt salary team members, subject to manager approval. - Six paid holidays per year. - Eligibility for paid sick and family leave in compliance with applicable state and local regulations.

Software Engineer I Location: Boston United States Job Description: Job Description: Software Engineer I Boston, MA - IT - Full time Job Description: What you'll do: - Design and build software components of services and/or platforms. - Utilize algorithms, data structures, and design patterns to produce efficient and performant code. - Develop, extend, and debug code within the scope of existing tools and services. - Execute on design and debug tasks. - Troubleshoot root cause and solutions for bugs and production issues. - Contribute to best practices for logging, testing, instrumentation, metrics, monitors, alerts, practices, and processes. - Make meaningful contributions to existing service architecture, data architecture, dev-ops, and infrastructure as code, deployment pipelines, and public cloud services as part of a software development team. - Participate in on-call rotations and operational excellence. What you'll need: - Minimum Requirements: Bachelor's degree or foreign equivalent in Computer Science, Computer Information Systems, or related field and, plus 1 year of experience in a Software Developers or a related position/occupation. - Alternate Education and Experience: Master's degree or foreign equivalent in Computer Science, Computer Information Systems, or related field and no experience in a Software Developers or a related position/occupation. - Experience or coursework must include: - Software engineering; - Designing, building, and deploying scalable, highly available systems; - Writing code or debugging tricky issues; - Professional software engineering practices for the full software development life cycle including coding standards, code reviews, source control management, build processes, testing, and operations; - Object-oriented design, data structures, algorithm design, problem solving, and complexity analysis; - Scrum, XP, or other agile methodologies; - Configuration and deployment management; - Technology infrastructure, network, compute, storage, and virtualization; - Performing data analytics; - AWS; - Core web technologies, including ES6+ JavaScript and React; - Experience designing, building, deploying, testing, and evolving responsive user interfaces; - Experience integrating with RESTFUL APIS using Java or a similar backend language; - Automated testing frameworks such as Karate, Playwright, Cypress, Selenium; - Developing CI/CD pipelines using Jenkins, TeamCity or comparable tools; - And experience with containerized systems such as Docker. Employer: Chewy, Inc. Office Address: 343 Congress Street, Floor 5, Boston, MA 02210 Other: Telecommuting permitted up to 2 days per week. The base salary range for this role is $131,082.00 to $163,000.00 per year - 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. To access Chewy's California CPRA Job Applicant Privacy Policy, please click here. - 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.

Role Description Chewy is seeking a Customer Care Social Media Engagement Specialist who writes with clarity, empathy, and a touch of wit and who understands the difference between posting and truly building relationships online. You’re fluent in the pace, norms, and cultural language of each platform and know how to show up in ways that feel real, human, and native to social. In this role, you’ll be one of Chewy’s frontline voices—helping customers with questions or concerns, making our community feel seen and understood, and spotting moments to surprise and delight. Every comment, reply, and DM is an opportunity to deepen trust, brighten someone’s day, solve a problem, or deliver a WOW moment. You’ll shape how pet parents experience Chewy on social—one thoughtful interaction, rescue moment, or WOW-worthy response at a time—ensuring we show up as helpful, emotionally attuned, and delightfully human to the pet parents we serve. What You'll Do - Monitor and engage with Chewy customers across Facebook, Instagram, X (Twitter), TikTok, YouTube, and other emerging channels. - Respond thoughtfully to private messages, public comments, and posts, always in a balance of your own unique tone of voice while keeping mindful of Chewy’s voice. - Create authentic, trend-savvy engagements that spark conversation, delight our followers, and build community. - Identify and escalate sensitive issues, trending topics, or brand impacting moments with speed and high judgment. - Use your social instinct to spot opportunities for viral or standout customer interactions. - Stay on top of cultural trends, memes, and conversations that shape the social landscape. - Collaborate with internal partners and vendors to ensure accurate responses and alignment with Chewy’s brand values. - Turn unique customer connections into unforgettable moments through thoughtful, customized gift ideas that surprise and delight. - Operate tools like Sprinklr and native social platforms to moderate conversations and maintain brand standards. - Maintain composure and professionalism when responding in fast-moving or high-visibility situations. - Be a proactive, curious learner; open to feedback, new processes, and new ways to surprise and delight our customers. Qualifications - Excellent written and verbal communication skills - your words carry warmth, wit, and clarity. - Proven experience managing or engaging with online communities or brand social channels. - Up-to-date knowledge of social trends, platforms, features, and etiquette. - Strong attention to detail and judgment in public communications. - Ability to multitask across multiple screens, tools, and conversations. - Comfortable using social tools such as Sprinklr, Meta Business Suite and related platforms. - Flexibility to work shifts, weekends, and holidays as needed — social never sleeps. - Positive attitude, creative spirit, and comfort engaging with customers at scale. - High school diploma or equivalent required. Benefits - Competitive wages. - Medical & dental insurance. - 401k, plus more! - Ongoing training and development. - Resources and opportunities to become your best.