Chewy is looking for a Director, CS Onboarding - Training and Development to join our Customer Service Team based in Hollywood, FL. The position will oversee the on-boarding program for Customer Service, specifically New Hire On-boarding for new Customer Service team members and new corporate team members as they learn about Customer Service. This role is responsible for the overall strategy and consistency of high-volume new hire on-boarding across all Customer Service sites and will be responsible for all trainers delivering the program. The role will oversee content approval, process improvements and analysis of the on-boarding experience overall to determine where improvements are needed while partnering with key stakeholders across Chewy to create the maximum impact.
What You'll Do:
Own the strategy, development and execution for all on-boarding activities: pre-work, new hire on-boarding for HQ and CS, track on-boarding activity completion, and learning paths.
Optimize the design, content and delivery of our existing on-boarding program for new hires joining Customer Service, including in-classroom training, self-paced learning and peer-to-peer training.
Create an enhanced on-boarding experience for HQ team members specifically in how they learn about customer service and the partnership between.
Project Management of new programs or needs for the New Hire Experience
Suggests innovative solutions to increase overall satisfaction in the New Hire program for Customer Service.
Responsible for reviewing metrics associated with New Hire, partnering with Recruiting and HR to close the feedback loop and make improvement pre- and post on-boarding.
Build nesting period for CS, and implement across sites in partnership with Ops
Review by providing feedback and approval for training materials; develop and maintain tools, templates, and processes to ensure consistent, well-documented project data.
Deliver training curriculum in a large class-style setting, and set team members up for success to deliver program.
Inspire and educate our new hires, integrating the building blocks for their role-specific learning path.
Collaborate to react quickly to any decrease in metrics, putting a plan into place with stakeholders to make immediate improvements.
Partner with management to identify knowledge and skill gaps across the field team and roll out targeted programs.
Partner with the rest of the organization, including HR, Operations and Customer Experience to determine what improvements are needed in on-boarding programs.
What You'll Need:
Minimum of a Bachelor's degree in a related field.
10+ years of experience in learning and development, specifically in retail or customer service industries.
Excellent written and verbal skills. Ability to deliver content in an engaging and compelling manner.
An interest in adult learning and blended learning with a willingness to think outside of the box when creating programs.
Proven track record in creating, delivering, and training successfully with measurable results in fast paced environments
Strong ability to represent concepts, as well as summarize and communicate complex ideas into curriculum.
Able to lead and mentor a team.
Have interpersonal skills to deal effectively with all business contacts.
Professional appearance and demeanor.
Demonstrated ability to translate business needs into strategic initiatives and drive them to successful outcomes.
Well-versed in training, talent and development subject matter.
Strong experience in all Microsoft office products and training technology platforms.
Ability to be flexible to business needs and adjust/compromise plans as needed.
Master's degree in Arts/Sciences (MA/MS) Human Resources, Training or related field preferred.
Previous experience in customer service and/or other high-volume service-oriented industry.
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