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

Chewy•Plantation, FL

14d

About The Position

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.

Requirements

10+ years of experience in Data Engineering and Analytics field including 5+ years of successful business intelligence or analytics team management experience, including hiring, employee development, performance management, and delivering results.
Bachelor's degree in mathematics, statistics, computer science, engineering, economics or related field
Experience deploying ML models (LLMs, NLP, classification, text analytics) into production environments.
Experience building cloud based ML stacks, governed taxonomies and implementing model evaluation, observability, and monitoring frameworks
Experience with big data architectures and data modeling to efficiently process large volumes of data
Excellent knowledge of data warehouse, Data lake principles and reporting.
Expert in data engineering, building data warehouse, data mart and data pipelines
Experience gathering business requirements, using industry standard business intelligence tools to extract data, formulate metrics, and build reports
Understand end to end data management interactions and dependencies across complex data pipelines and data transformation and how they impact business decisions
Experience using SQL, advance SQL, ETL, and big data technologies in a business environment with large-scale, complex datasets
Proven track record of successful communication of analytical outcomes through written communication, including an ability to effectively communicate with both business and technical teams
Experience with various tools and technologies like Redshift, S3, ADP, Glue, EC2, Python, Oracle, Spectrum, Athena, OBIEE, Tableau etc. in building Data and Analytics platforms.
Experience with implementing data governance/management best practices
Experience in driving change/transformation through a larger operations focused organization

Nice To Haves

Received a Master's degree
Experience in setting up data organizations.
Experience with statistics or Machine Learning methodologies a plus.

Responsibilities

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

Benefits

Chewy has you covered when it comes to competitive wages, medical & dental insurance, 401k, and happy hour.
Of course, the biggest perk is the ability to work together with other smart, driven, and passionate Chewtopians who are making an impact each day.

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