Chewy · 2 weeks ago
Director, Data Engineering, AI/ML & Analytics (Customer Care)
Plantation, FL
Full-time
Onsite
Director/Executive
$200K/yr - $318K/yr
10+ years expChewy is aiming to become the most trusted online destination for pet parents and partners. They are seeking a Director to lead the strategy and execution of data engineering, AI/ML, and analytics capabilities that enhance customer experience at scale.
E-CommercePetRetail
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
Qualification
Required
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
Preferred
Received a Master's degree
Experience in setting up data organizations. Experience with statistics or Machine Learning methodologies a plus
Benefits
Medical & dental insurance
401k
Happy hour
Company
Chewy
Chewy is a pet store that offers products, services, supplies, and prescriptions for pet parents and partners with online services.
10001+ employees
H1B Sponsorship
Chewy has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (250)
2024 (164)
2023 (223)
2022 (305)
2021 (189)
2020 (161)
Funding
Current Stage
Public CompanyTotal Funding
$951MKey Investors
Lone Pine CapitalWells Fargo Capital FinanceBlackRock
2024-09-19Post Ipo Secondary· $500M
2019-06-13IPO
2017-04-18Acquired
Leadership Team
Michael Hyman
Vice President
Jim Nelson
Director
Recent News
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2026-01-09
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2026-01-07
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