Our Opportunity:
Chewy's mission is to be the most trusted and convenient destination for pet parents and partners everywhere. We view pets (and pet parents) as family and are obsessed with meeting their needs and exceeding customer expectations through every interaction. Within Chewy, the Chewy Health team is focused on redefining how vets and pet parents care for their pets and are on a multi-year journey to reinvent the experience of working with your veterinarian to keep your pets happy and healthy.
As part of this mission, Chewy Vet Care is hiring an Associate Director - Chewy Vet Care Operations to help us scale a connected, seamless omnichannel customer experience for clients of our Chewy Vet Care practices. This leader will be charged with building a world class field operations organization team that delivers the best client experience in the industry, overseeing practice-level and regional operations for our clinics from end-to-end, and driving practice and regional performance to achieve our revenue, profitability, quality, customer experience and employee engagement goals.
Our ideal candidate is an experienced operator with strong general management skills, a passion for inspiring, motivating, developing, and empowering teams, and the business, financial, and strategic acumen to help deliver results and scale a rapidly growing business and team. The Associate Director, Chewy Vet Care Operations will be a key leader and mentor in a high-pace environment, demanding clear and effective leadership.
What You'll Do:
- Partner cross-functionally between stakeholders in Medical, HR, Operations and Support teams to both drive best in class daily operations and high impact process improvements.
- Oversee operations of Chewy Vet Care physical practices and local clinic teams (practice managers, technicians, and support staff) in specified Regional footprint.
- Champion and ensure consistent and effective execution of our sales and service strategy, ensuring our people burnish and embody the Chewy brand and customer-first culture; additionally, ensure their presentation of our clinics consistently maintain brand standards, both in terms of appearance and functionality.
- Set, manage, and exceed controllable revenue and cost targets at the clinic, region, and national level in partnership with clinics, regional leaders, and cross-functional teams at Chewy.
- Understand business drivers and create opportunities to optimize them, with a strong focus on improving, volume/throughput, service mix and cost-to-serve through local/store level levers and driving chain-wide initiatives.
- Identify, track, and manage quality, customer experience and employee experience metrics and performance indicators; Implement mechanisms to audit performance and drive continuous improvement through process, tools/automation, and training.
- Work with clinic teams and central supply chain & category management partners to manage supply chain and inventory flows to the clinics to ensure both products intended for sale to customers and GNFR/medical supplies are reliably in stock.
- Partner with recruiting to attract top Vet Tech, support staff and clinic administration talent.
- Inspire and motivate our in-clinic teams to provide a great client experience; Create, implement, and manage the employe engagement, skill development and retention programs to keep them with Chewy.
- Constantly audit, improve, invent, and WOW Chewy's customers.
What You'll Need:
- BA/BS degree in Finance, Business, Engineering or equivalent experience (6+ years of Operational Leadership roles)
- 10+ years of multi-site leadership experience in fast-growth retail, healthcare, veterinary or services businesses.
- Drive strategic planning, team development, goal setting, and execution.
- Develop and implement improved systems, resources, and processes, saving the company significant money while improving employee experience.
- Develop and execute business strategies to align operational objectives and company goals.
- Effectively communicate and present performance and operational feedback back to the executive leadership team.
- Strong comprehensive business acumen and the willingness to move fast; demonstrate ability to lead through a rapid brick and mortar role out.
- Proven operator with a track record of delivering results in a retail P&L ownership role; Proven experience managing retail budgets and staffing at scale.
- Superior sense of ownership paired with a high-quality bar and an unshakable growth mindset.
- Strong leadership skills and experience developing and managing a high-performance team.
- Demonstrated success in building a culture of experimentation, learning, and innovation.
- Inspirational leadership skills and entrepreneurial spirit.
- Up to 75% travel required must be willing to spend time in the field visiting and supporting clinic staff and regional leadership.
Bonus if you:
- MBA or equivalent degree
- Experience leading operations for a multi-site veterinary group OR human health clinic
- Strong understanding of the overall pet care industry and recent trends
- In depth experience and understanding of the veterinary profession in the US
Chewy is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members.
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].
To access Chewy's Privacy Policy, which contains information regarding information collected from job applicants and how we use it, please click here: Chewy Privacy Policy.
Chewy is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members. 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].
If you have a question regarding your application, please contact [email protected].
To access Chewy's Customer Privacy Policy, please click here. To access Chewy's California CPRA Job Applicant Privacy Policy, please click here.
