Our Opportunity:

Are you a passionate instructional designer and learning strategist who loves working with teams to create learning experiences that truly make a difference? Do you enjoy diving deep into learning analysis and designing solutions that have a measurable impact on key business outcomes—like employee performance, engagement, and retention? Do you see challenges as opportunities to build something better?

The Chewy Customer Service Learning and Development team is looking for a Learning Architect to help reinvent and refine our learning programs. You’ll have the chance to get results in areas like onboarding, continuous learning, and migration programs for critical teams in Customer Service, such as Healthcare and Core Operations. This role will give you the opportunity to shape the future of learning at Chewy, focusing on three core areas: Analysis, Design, and Evaluation.

As a strategic partner, you’ll collaborate with Senior Instructional Designers, Training Managers, and teams across the business—like Communications, Learning Analytics, Customer Service Operations, and Product Management—to develop programs that support Chewy’s business goals. Your work will affect both new hires and current employees, ultimately crafting the Chewy customer experience.

Responsibilities:

• Partner with teams across Customer Service, Operations, Workforce Management, and Product Management to develop learning programs that align with our business goals and key performance metrics.
• Revise and build programs that improve the learner experience while delivering measurable business results.
• Write clear, achievable learning objectives that connect training deliverables to business outcomes.
• Help evolve our blended learning strategy to meet Chewy’s current and future needs.
• Apply adult learning theories to real-world business challenges, always solving for tangible results.
• Develop standard processes for training, staying up to date on industry trends and incorporating new insights.
• Design innovative learning programs that are scalable, engaging, and results-driven.
• Collaborate with leaders across the business to understand their long-term needs and shape the learning strategy accordingly.

Qualifications

• Advanced degree or equivalent experience in Business, Talent Management, Instructional Design, or related fields.
• 10+ years of experience in learning and development, with at least 3-5 years focused on onboarding and training for tenured employees.
• Experience in building and implementing learning strategies that drive business outcomes.
• Leadership experience in instructional design, including leading teams and working with external vendors.
• Strong background in learning program design and performance consulting, with the ability to collaborate across different teams.
• Comfortable analyzing data to identify trends and insights and using that information to inform decisions.
• Experience connecting learning outcomes to business results, using frameworks like Kirkpatrick’s or return on investment models.
• Blended learning experience, designing and delivering programs for multiple teams or lines of business.
• Ability to handle multiple projects and collaborate with a diverse group of partners.
• Willingness to travel occasionally (up to 10%).
•  Interpersonal skills strength, including proficiency in Microsoft Office (Word, PowerPoint, Excel, Project).

Knowledge/Skills/Abilities:

• Expertise in leading learning programs at a high level, ensuring they align with Chewy’s customer service goals.
• Ability to apply adult learning principles to real-world challenges and design solutions that get results.
• Strong data analysis skills, able to translate numbers into actionable insights that drive business outcomes.
• A knack for program management, knowing how to allocate resources optimally and balance priorities.
• Influence without authority—able to work cross-functionally to bring teams together and achieve shared goals.
• Ability to work in a fast-paced, constantly evolving environment, with the flexibility to adapt to shifting priorities.
• Passionate about writing, with the ability to create clear, compelling business documentation (like white papers) to communicate sophisticated strategies in a way that’s easy for non-learning teams to understand.

Chewy is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members. 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 CAAR@chewy.com.

If you have a question regarding your application, please contact HR@chewy.com.

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About Organization

At Chewy, our mission is to be the most trusted and convenient destination for pet parents and partners, everywhere.

We view pets and pet parents as family and are obsessed with meeting their needs and exceeding customer expectations through every interaction. Behind the scenes, our talented teams are made up of innovators, delighters, big-thinkers and of course, passionate pet people—creating a place where you'll be empowered to build, grow and unleash your fullest potential.

We don’t just stand by our company mission—we’re obsessed with it. We seek to be the most trusted and convenient destination for pet parents and partners, everywhere. And we’re constantly finding new ways to do just that.

At Chewy, we understand pet parenthood is full of joyful highs and anxious lows. That’s why we’re here, standing alongside pet parents, providing everything their pets need for a happy, healthy life. We’re a leading online source for pet products, supplies, and prescriptions. We offer a broad selection of high-quality products and services at competitive prices with an exceptional level of customer care and a personal touch.

Since launching in 2011, we’ve combined the personalized service of your neighborhood pet store with the convenience and speed of e-commerce. We pride ourselves on being the only brand available 24/7/365 to support pet parents throughout their journey.

We have a rich history of being recognized for our deep care and personalization while going above and beyond for our customers and their pets.

We view pets and their people as more than just customers and look forward to meeting their needs and exceeding expectations through every interaction. With Chewy, no one pet-parents alone.