Director, Data Engineering, AI / ML & Analytics (Customer Care)

Our Opportunity :

At Chewy we aim to become the most trusted and convenient online destination for pet parents and our partners - vets and service providers - alike. Our success is measured by the happiness of the people and pets we serve, not simply by the amount of pet supplies we deliver. That's why we continue to think of outside-the-Chewy-box ways to delight, surprise, and thank our loyal pet lovers.

Customer service is not only the key to success in our mission, but also our competitive advantage. To maintain this advantage, we are looking to hire an analytical & customer obsessed Director, Data Engineering, AI / ML & Analytics (Customer Care). The leader in this role will be responsible for building a world class Data & Analytics function for Chewy Customer Service (CS).

Chewy Customer Care is undergoing a transformation fueled by AI, ML, and large-scale intelligence platforms. We are seeking a Director to lead the strategy and execution of data engineering, AI / ML, and analytics capabilities that power customer experience at scale. The leader must have a sufficient technical background to understand the technologies and technical issues involved with the product, to be able to anticipate and identify critical technical obstacles, and to make accurate technology decisions.

This leader will own the vision, strategy, and execution of the AI / ML and intelligence foundation for Chewy Customer Care-building the tools and underlying infrastructure that transform millions of customer interactions into actionable insight. They will architect and scale an AI-powered conversation-intelligence platform that listens across calls, chats, emails, reviews, and comments, and turns unstructured text into high-fidelity signals such as reasons / intents, defects, entities, sentiment, summaries, and agent-quality markers. Through advanced LLMs, governed taxonomies, and evidence-backed outputs, this leader will turn what customers tell us every day into a shared source of truth that powers operational excellence, proactive detection, and real-time decision-making. Their work will enable every team at Chewy to anticipate issues, improve experiences, and deliver care with consistency and heart-at a scale we could never reach one conversation at a time.

The Director, Data Engineering, AI / ML & Analytics (Customer Care) must be able to manage project schedules and task details and utilize project management tools such as reports, tracking charts etc. The role comes with significant autonomy, independence and visibility to C level leadership. It is a senior role, requiring ability to write papers for C Level review and drive CS strategy.

What you'll do :

• Provide strong leadership and vision for how to drive a Data and Analytics team to create changes in business partnerships, analytics, and metrics / reporting
• Lead the development of an AI-powered intelligence platform that listens to millions of customer interactions (contacts, comments, reviews) and transforms unstructured text and transcripts into clear, ready-to-use business signals.
• Partner with engineering, product, and operations to embed ML-driven intelligence directly into frontline tools, workflows, and decision-making systems.
• Build intelligence from raw customer interactions by applying LLMs, NLP, and ML pipelines to generate high-fidelity "conversation intelligence" - including reasons / intents, defects, entities, sentiment, summaries, and agent-quality markers.
• End to end ownership of the data engineering and business intelligence team, including gathering inputs from leadership and partner teams, roadmap planning and prioritization, promoting best practices, and mentoring and developing your team
• Leading analytics for cross-functional projects across multiple geographies working with senior business leaders on major initiatives
• Drive development of tools, reporting improvement and automation worldwide, and create new innovative and insightful reports in a timely manner
• Implement best practices around data extraction, collection, transformation and processing
• Identify key resources and provide the direction required for meeting project objectives
• Ensure appropriate management, operations & technology involvement throughout project lifecycles
• Possess the ability to lead and motivate people and encourage teamwork, an ability to communicate effectively with senior management, and a clear vision of what determines a successful solution for the customer and for the company
• Design best practices for big data processing, data modeling, and warehouse development for Chewy's Customer Service business

What you'll need :

Bonus :

Why Chewy Customer Service?

It's not just about us. It is also about what you get. That's why in Chewy Customer Service, you are empowered to become your best.

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.

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