Our Opportunity:
Our Opportunity:
Chewy is hiring an Associate Director/Software Development Manager for our Customer Care Technology team in BOS/FLL/MSP/SEA. This team is responsible for the applications used by CC agents to provide best in class customer service to our customers. As an AD, you will be responsible for a team of engineers who will deliver tools and insights to build the Chewy award winning Customer Care experience.
This is a high-profile position that will have exposure across business and product teams, influencing the vision and implementation of architecture, design and features for 3 rd party application team - including Oracle Service Cloud, Salesforce, and several internal tools. As part of the AEXI team, this role offers a tremendous opportunity for professional growth in the leading online pet retailer in the US. As an AD, you will be involved in hands on architecture and development along with the team that you lead.
What you'll do:
Lead a team of software engineers responsible for building tools and insights for Chewy's best in class Customer Care.
Recruit and hire engineers and mentor the growth of the existing team.
Lead all aspects of the team responsible for administration and customization of our 3 rd Party CRM platforms, including Oracle Service Cloud and Salesforce
Define and meet continuous learning goals to develop team capability - recent examples include an LLM/RAG knowledgebase implementation, customer facing mobile chat app, and high-availability omnichannel integration.
Drive technical decisions and work with your product partners to lead a backlog to support multiple teams throughout Chewy.
Review architecture and implementations to provide feedback for individual contributors.
Establish strong working relationships at all organizational levels and across functional teams.
Collaborate on design and implementation of scalable test environments for development and testing.
Identify and lead priorities within the context of overall corporate objectives.
Work with your technical and operational peers to meet testing and stability goals.
Work with others in Engineering Management to drive best practices in software development, testing, and production deployment.
What you'll need:
Bachelors in computer science, Electrical/Computer Systems Engineering or a similar math or engineering field.
Proven history of implementing and managing significant software development projects (mobile or web application development, test automation, or release engineering domains)
5-10 years of experience in Software Development as a software engineer
5+ years of experience in Engineering Management
Experience administering Oracle Service Cloud, Salesforce, and/or Genesys Cloud for large organizations - configurations, workflows, reports, customizations, business rules, etc.
Familiarity with multiple technology stacks including both static and dynamic programming languages (Java, PHP, React, Node, etc.).
Proven delivery experience working under an Agile/Scrum methodology
Must be fluent in both written and spoken English.
Bonus:
Ecommerce experience
Experience with AWS technologies - Lambda, State functions, SNS, SQS, etc.
Comfort working with multiple remote Team Members
Professional Scrum Master Certification
Experience using and implementing automated testing
Familiarity with Atlassian tools
Understanding of Continuous Integration/Continuous Delivery
Experience building applications using AWS services
Experience with e-commerce & call-center applications
Chewy values diversity and inclusion. We support ADA and similar law accommodations. Contact CAAR@chewy.com for assistance.
If you have a question regarding your application, please contact HR@chewy.com.
To access Chewy's Customer Privacy Policy, please click here. To access Chewy's California CPRA Job Applicant Privacy Policy, please click here.
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 CAAR@chewy.com **.
If you have a question regarding your application, please contact* HR@chewy.com *.
To access Chewy's Customer Privacy Policy, please click here (https://www.chewy.com/app/content/privacy) . To access Chewy's California CPRA Job Applicant Privacy Policy, please click here (https://chewyinc.phenompro.com/us/en/privacy-policy) .**