Associate Director, Software Engineering

Job Description:

Associate Director of Engineering Customer Care Product & Engineering

At Chewy we believe great work starts with great people!

Here youll be part of a team that values who you are what you bring and where you want to grow. We offer meaningful work competitive compensation and opportunities to develop your career in an environment built on trust and collaboration.

Your Opportunity

As the Associate Director of Engineering for the Customer Care Product & Engineering Team you will lead the Agent Assist Workflow and Tooling organization. You will drive the technical vision architecture and execution of scalable resilient and intelligent systems that power world-class customer support experiences.

You will shape and deliver AI/ML-driven solutions that enhance automation personalization and operational efficiency across customer care channels. You will partner closely with Product Data Science UX and Operations to build innovative platforms and experiences that empower Customer Care teams and delight pet parents.

You will guide engineering strategy foster technical excellence and build high-performing teams capable of delivering secure reliable and forward-thinking solutions in a fast-paced environment.

What Youll Do

• Lead and develop the Agent Assist Workflow and Tooling teams setting technical direction and ensuring strong execution.
• Architect and deliver scalable highly available systems supporting omni-channel customer care (chat voice messaging automation platforms).
• Drive the design and implementation of AI/ML-based solutions including AI based Agent assist tools Unified Agent Workspace RRC CCRB and more.
• Establish engineering best practices in system design software development testing DevOps and observability.
• Partner with Product and Data teams to translate business requirements into robust technical solutions.
• Oversee platform modernization efforts ensuring performance scalability and security.
• Champion data-driven decision-making and experimentation to continuously improve customer and agent experiences.
• Build and mentor engineering managers and senior engineers fostering a culture of accountability innovation and continuous improvement.
• Manage roadmap planning resource allocation and cross-functional delivery alignment.
• Ensure compliance with security privacy and reliability standards across all systems.

What Youll Need

• 8 years of experience in software engineering system architecture and platform development.
• 2 years of experience leading engineering teams or managing managers.
• Bachelors degree in Computer Science or a similar technical discipline.
• Strong technical expertise in distributed systems cloud-native architectures APIs and microservices.
• Hands-on experience designing and building AI/ML-based solutions in production environments.
• Experience working with modern cloud platforms (e.g. AWS GCP Azure).
• Demonstrated experience delivering scalable resilient systems supporting high-volume customer-facing applications.
• Strong understanding of CI/CD DevOps practices and engineering operational excellence.
• Experience collaborating closely with Product Data Science and cross-functional stakeholders.
• Strong communication skills with the ability to influence technical and non-technical partners.

Bonus

• Masters degree in Computer Science Engineering or related field.
• Experience building conversational AI LLM-based solutions or intelligent automation platforms.
• Experience in customer care or contact center technologies (e.g. CRM CCaaS platforms).
• Experience implementing observability and reliability engineering best practices.
• Familiarity with data engineering pipelines and MLOps frameworks.
• Experience leading platform transformation or modernization initiatives.

What Youll Get

• A place where you can be your authentic self and grow your career. Our pet parents and partners are from everywheredifferent places and different walks of life. It is what makes them unique. Likewise Chewtopians are encouraged to bring their perspectives to deliver on our mission!
• Work in a culture that cares with managers who value you and your career journey. Be empowered to think big thrive on delivering results and to become your best.
• Development of meaningful connections with a diverse group of Chewtopians through Team Member Resource Groups and celebrate inclusivity with various company events programs and activities.
• Comprehensive medical dental vision benefits in addition to wellness programs and resources enabling you to be your best self in and outside of work.

.

• The specific salary offered to a candidate may be influenced by a variety of factors including but not limited to the candidates relevant experience education and work addition this position is eligible for 401k and a new hire and annual equity grant. C08 positions may also be eligible for annual bonus.

We offer different types of insurance and benefits such as medical/Rx vision dental life disability hospital indemnity critical illness and accident. We offer parental leave family services benefits backup dependent care flexible spending accounts telemedicine pet adoption reimbursement employee assistance program and many discounts including 10% off pet insurance and 20% off at .

Exempt salary team members have unlimited PTO subject to manager approval. Team members will receive six paid holidays per year. Team members may be eligible for paid sick and family leave in compliance with applicable state and local regulations.

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 .

To access Chewys California CPRA Job Applicant Privacy Policy please click here.