Director, CS Onboarding -Training & Development

Chewy Hollywood , FL 33081

Posted 2 weeks ago

Our Opportunity:

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

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Director, CS Onboarding -Training & Development