Chewy's Nicole Escandon Leads With Empathy and Integrity

The Associate Director of Quality Assurance is driving excellence through people-first leadership.

Apr. 10, 2026 at 10:54am

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A high-end, photorealistic studio still-life photograph featuring a stack of neatly organized customer service headsets, a tablet displaying customer satisfaction metrics, and a small potted plant, all arranged elegantly on a clean, white seamless background, conceptually representing Escandon's focus on operational excellence, team development, and customer experience.Chewy's people-first leader Nicole Escandon blends operational mastery with a deep commitment to empowering her teams and elevating the customer experience.Hollywood Today

Nicole Escandon, Associate Director of Quality Assurance at Chewy, has built a reputation as a people-first leader who blends operational excellence with a deep commitment to team development and customer experience. Over nearly a decade at the company, Escandon has scaled high-performing teams while keeping employee well-being and customer satisfaction at the heart of her approach.

Why it matters

Escandon's leadership style, which emphasizes integrity, adaptability, and trust, serves as a model for how companies can foster engaged, empowered teams and deliver exceptional customer service in a rapidly evolving business landscape.

The details

Known for her sharp operational insight, high standards, and integrity-driven leadership, Escandon balances meticulous attention to detail with strategic vision. She has cultivated a deep appreciation for understanding customer needs and designing systems that intentionally serve people, starting in customer service and supply chain roles before expanding her focus to mentoring and trust-building.

  • Escandon has worked at Chewy for nearly 10 years.
  • She began her career at Chewy in customer service and supply chain roles.

The players

Nicole Escandon

Associate Director of Quality Assurance at Chewy, known for her people-first leadership approach.

Chewy

An American pet supplies e-commerce company that Escandon has worked at for nearly a decade.

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What they’re saying

“Lead with trust first—believe in people until they give a reason not to.”

— Senior Director

The takeaway

Escandon's leadership style, which emphasizes empathy, integrity, and trust, demonstrates how companies can foster engaged, empowered teams and deliver exceptional customer service even as the business landscape rapidly evolves.