Associate Director, Voice of Customer

We need to output HTML fragment with sections: About the role? The description includes "Job Description" then paragraphs. We need to use

for section headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We need to include sections only when posting has real specific content. We have content for responsibilities (What You'll Do), requirements/qualifications (What You'll Need), benefits (insurance etc), pay (salary range). No schedule info. So we can have sections: Responsibilities, Requirements (or Qualifications?), Benefits, Pay. Also maybe About the role? The initial paragraph could be About the role. The job description first paragraph: "We are seeking an experienced Associate Director, VOC Program Management, to join our CC Solutions Team. In this critical role, you will lead the strategy and implementation..." That's about the role. So we can have About the role section. We need to avoid repeating job title as heading. So we will not put the title. We need to use

• for any list of duties/requirements/benefits. For prose use

  . We need to preserve all substantive information, not invent or summarize away detail. Remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning, duplicated lines, application instructions. So we need to strip out the EEO paragraph, accommodation contact, privacy policy link, etc. Also remove "Chewy is an equal opportunity employer..." and the accommodation lines. Also remove "If you have a disability..." etc. Also remove "To access Chewy's California CPRA Job Applicant Privacy Policy..." etc. Also remove duplicated lines? Not seeing duplicates. We need to keep all substantive info: responsibilities list, requirements list, benefits list, pay range, maybe mention of travel (up to 15% travel required) - that's a detail; we could include under Responsibilities or maybe a separate note. Since schedule not present, we can include travel under Responsibilities as a bullet. We need to format sections with

  headings. Let's extract content. About the role: first paragraph(s) before "What You'll Do". The text: "Job Description We are seeking an experienced Associate Director, VOC Program Management, to join our CC Solutions Team. In this critical role, you will lead the strategy and implementation of Chewy’s Voice of Customer (VOC) program to identify, measure, and ultimately eliminate obstacles to the best possible Chewy customer experience. You will be responsible for driving Root Cause Analysis of Executive Escalations and marrying findings to other VOC listening post (CSAT, NPS, Speech Analytics, etc.) insights to drive customer experience improvements by influencing functional leaders across the customer journey to prioritize roadmap initiatives based on VOC insights, and producing C-Suite level reporting on VOC headwinds, tailwinds, and Executive Escalation findings. To be successful, this individual must be highly motivated, hands on, team focused, organized, and detail-oriented, possessing solid analytical, problem-solving, program management, and interpersonal skills. The ideal candidate will be internal and external customer obsessed, have a passion for problem-solving, a track-record of amazing execution of cross-functional initiatives and exceptional at using data to influence and drive decisions. This is a high-visibility role, creating and driving the delivery of a multi-year roadmap of mechanisms to build and maintain the Chewy Customer Experience." We can put that as About the role. Responsibilities: "What You'll Do" bullet list (though it's sentences separated by line breaks). We need to convert each line into

  . Let's list them: - Lead the implementation of Chewy’s Voice of Customer (VOC) program to identify, measure, and ultimately eliminate obstacles to the best possible Chewy customer experience - Design, implement and operationalize the AI driven VOC program of the future, as well as customer survey strategy - Drive Root Cause Analysis of Executive Escalations and marry findings to VOC insights to drive CX improvements - Influence functional leaders across the customer journey to prioritize roadmap initiatives based on VOC insights - Produce C-Suite level reporting on VOC headwinds, tailwinds, and Executive Escalation findings - Lead weekly/bi-weekly VOC sprints to ensure more critical issues are ranked and priorities - Work with leaders across Chewy to ensure there is visibility and accountability on fixes, and holding teams accountable for prioritizing work that closes customer experience gaps - Build a well-oiled, closed feedback loop that combines customer experience data with operational, usage, and financial data to fuel positive changes across the Chewy enterprise including CS Operations, Marketing, Merchandising, Delivery Experience, and Healthcare to further a culture of continuous improvement via customer centricity in support of Chewy’s mission - Lead post implementation reviews to ensure successful delivery has been achieved and scale similar improvement in a repeatable manner across the organization - Possess the ability to provide CI training, coaching, and mentoring to all levels of the organization - Perform in-depth analysis, synthesize results, develop stories, build strategies, and make recommendations to business and technical leaders - Communicate clearly and effectively across multiple teams and leadership levels including project/program status, c-suite presentations, and updates - Hire, develop, and lead a team of VOC Program Managers (Practitioners) to identify Customer Experience gaps and surface with cross functional partners across Chewy Also mention travel: "Some (up to 15%) travel required". Could be a bullet under Responsibilities or separate note. We'll add as a bullet. Requirements/Qualifications: "What You'll Need" list: - Bachelor’s degree in Business Administration, Marketing, Computer Science, or similar - 10+ years of experience in Voice of Customer, Customer Experience, Consumer Insights - Dynamic and engaged leader with experience leading a group of Customer Experience practitioners. - Highly analytical and able to tell a story that bridges data to business outcomes - Very motivational agent of change, able influence C-Suite and key stakeholders via superior professional writing and communication skills - Tremendous backbone, with the ability to debate and push back at even the most senior leader level of Chewy in the name of CX. Stuff like this more clearly delineates the impact, scope, and breadth of the role - Some (up to 15%) travel required (already used) - Bonus MBA or Master of Science in Business, Computer Science, Supply Chain, Engineering, or other Operations disciplines; or equivalent Masters level degree - Proven track record of building high-performing teams - Experience in ecommerce, customer experience, healthcare, new market expansion, and/or new technology product launches - Successful delivery of process and/or technology solutions, and familiarity with service-oriented architecture We might separate qualifications vs skills. But we can just have Requirements section. Benefits: list from "In 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 Chewy.com. 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." We need to capture all that as benefits. Could be bullet list. Pay: "The base salary range for this role is $149,000 - $245,000.00." Also mention that specific salary may be influenced by factors. We'll include that as prose. Schedule: none, so omit. We must not include boilerplate like EEO etc. Now produce HTML fragment. Structure:

  About the role

  ... (the paragraph)

  Responsibilities

  • ...
  ...

  Requirements

  • ...
  ...

  Benefits

  • ...
  ...

  Pay

  The base salary range for this role is $149,000 - $245,000.00. The specific salary offered to a candidate may be influenced by a variety of factors including but not limited to the candidate’s relevant experience, education, and work location.

  Make sure no extra sections. Check that we didn't include any duplicated content like "Some (up to 15%) travel required" appears twice; we should include only once. We placed it under Responsibilities as a bullet. Should we also include under Requirements? The original had it under What You'll Need as a bullet after "Dynamic and engaged leader..." Actually the text: "Some (up to 15%) travel required Bonus MBA or Master..." It's a separate line. We could include it under Requirements as well, but to avoid duplication we should include only once. Where does it belong? It's a requirement (travel). Could be under Requirements. But we already have a bullet for travel under Responsibilities; maybe better to put under Requirements as it's a requirement. However the responsibilities list didn't originally have travel; it's separate line after "Dynamic and engaged leader..." Actually reading: "Dynamic and engaged leader with experience leading a group of Customer Experience practitioners. Highly analytical and able to tell a story that bridges data to business outcomesVery motivational agent of change, able influence C-Suite and key stakeholders via superior professional writing and communication skillsTremendous backbone, with the ability to debate and push back at even the most senior leader level of Chewy in the name of CX. Stuff like this more clearly delineates the impact, scope, and breadth of the roleSome (up to 15%) travel required Bonus MBA or Master of Science in Business, Computer Science, Supply Chain, Engineering, or other Operations disciplines; or equivalent Masters level degree". It seems the formatting is messed up; but travel required is a separate bullet. So we should include travel under Requirements. Thus we should not duplicate. Let's move travel to Requirements. Responsibilities list: keep as earlier without travel. Now ensure we didn't miss any responsibility bullets: we have 13 items plus maybe we missed "Lead weekly/bi-weekly VOC sprints to ensure more critical issues are ranked and priorities" (the sentence ends awkwardly but we keep). Also "Work with leaders across Chewy to ensure there is visibility and accountability on fixes, and holding teams accountable for prioritizing work that closes customer experience gaps". Good. Now Benefits list: need to capture each benefit item. Let's parse benefits paragraph: "In 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 Chewy.com. 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." We need to break into list items. Could combine similar items but keep each distinct. List: - 401k eligibility - New hire and annual equity grant - Annual bonus eligibility for C08+ positions - Medical/Rx insurance - Vision insurance - Dental insurance - Life insurance - Disability insurance - Hospital indemnity insurance - Critical illness insurance - Accident insurance - Parental leave - Family services benefits - Backup dependent care - Flexible spending accounts - Telemedicine - Pet adoption reimbursement -