Associate Director, Product Management – Emerging Customer Experiences
About The Position
At Chewy, our mission is to be the most trusted and convenient destination for pet parents and partners everywhere. They are family, and we are passionate about exceeding their expectations at every interaction. To support our mission, we are seeking an Associate Director, Product Management – Emerging Customer Experiences. In this C07 individual-contributor role, you will own the strategy and roadmap for a connected commerce and service experience serving customers with complex purchasing and operating needs. You will translate customer insights, market signals, and business economics into a long-term product vision; validate solutions through research, experimentation, and controlled pilots; and mobilize cross-functional teams to deliver scalable capabilities. This role requires operating autonomously, bringing structure to ambiguous problems, influencing senior leaders, and balancing near-term customer learning with Chewy’s long-term product and technology strategy.
Requirements
- Bachelor’s degree or equivalent experience and 7+ years of product-management experience within ecommerce, marketplaces, platforms, customer experience, or a similarly complex environment.
- Demonstrated success owning a substantial product or portfolio of connected products from strategy and discovery through launch, measurement, and scale.
- Strong ability to synthesize qualitative and quantitative research, anticipate unmet customer needs, and translate insights into clear product solutions.
- Experience developing business cases, defining KPIs, designing experiments, evaluating economics, and making data-informed investment decisions.
- Ability to engage meaningfully in discussions involving platform architecture, systems integrations, data, technical dependencies, and build-versus-reuse tradeoffs.
- Ability to put structure around open-ended, multidimensional problems; distinguish reversible decisions from one-way doors; and maintain momentum in a fast-paced environment.
- Excellent written and verbal communication skills, including experience presenting complex product strategies and recommendations to senior leadership.
- Demonstrated ability to align and influence teams without direct authority while balancing functional priorities with broader organizational goals.
- Experience with agile product development, requirements definition, customer and technical design reviews, testing, UAT, launch readiness, and post-launch optimization.
Nice To Haves
- Experience with B2B, multi-user commerce, account or platform products, payments, fulfillment, or other complex purchasing ecosystems is a plus.
Responsibilities
- Own the end-to-end product strategy and roadmap for a substantial customer experience spanning account, purchase, fulfillment, and post-purchase interactions.
- Combine quantitative analysis, qualitative research, and customer feedback to anticipate needs that may not be readily apparent from existing data. Design pilots and experiments that validate customer value, operational feasibility, and business impact.
- Develop and apply a prioritization framework based on customer impact, business value, complexity, feasibility, and economics. Manage tradeoffs, dependencies, critical paths, and product risks.
- Mobilize a virtual team across Design, Engineering, Data Science, Analytics, Customer Care, Operations, Finance, Legal, Marketing, and other business teams to move initiatives from concept through launch and optimization.
- Partner with technical teams to determine where existing Chewy capabilities can be reused, extended, or connected and where new investments are required. Review customer and technical designs, identify risks, and proactively drive mitigation.
- Write crisp, data-driven product documents—including vision documents, PRFAQs, business cases, and roadmap recommendations—that clarify customer needs, business requirements, and decisions for senior leadership.
- Establish success metrics across adoption, customer experience, revenue, cost to serve, and operational performance. Use results to recommend whether solutions should scale, evolve, or stop.
- Strengthen product-development mechanisms, experimentation practices, delivery quality, and execution velocity across the initiative.
Benefits
- 401k
- new hire and annual equity grant
- 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
- employee assistance program
- discounts including 10% off pet insurance and 20% off at Chewy.com
- unlimited PTO (subject to manager approval)
- six paid holidays per year
- paid sick and family leave (in compliance with applicable state and local regulations)
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What This Job Offers
Job Type
Full-time
Career Level
Senior
