Associate Director, Software Engineering
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 3rd 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 3rd 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.
- 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.
- 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