Experience Insights Manager

Chewy • Minneapolis, MN

2d

About The Position

Our Opportunity Chewy is seeking an Experience Insights Manager to serve as the single-threaded owner of CSAT and Quality 2.0 performance across Core and Specialty customer care. Customers experience inconsistent outcomes when agent execution or upstream policy, process, product, technology, knowledge, and fulfillment break down; insight creates value only when those opportunities become accountable action. This role is equivalent in scope to a Senior Program or Product Manager. It independently sets portfolio strategy and roadmaps, owns senior stakeholder relationships, and is accountable for translating customer and quality signals into completed interventions and measurable improvement in topline outcomes. In this role you will work across the organization to improve agent controllable customer care opportunities, process, and technology gaps that impact customer satisfaction, repeat contacts, and cost per order. If you have a proven track record of being an influential individual contributor, customer first mentality, and ready to operate in the details, this may be the role for you.

Requirements

• 8+ years of experience in senior program or product management, customer experience, quality, analytics, operations strategy, or a related field.
• Proven ownership of a complex portfolio and measurable topline outcomes in a large, matrixed organization.
• Demonstrated ability to influence senior leaders without direct authority and move cross-functional action plans from insight through realized impact.
• Strong analytical judgment and fluency connecting CSAT, quality measures, customer journeys, and operational performance.
• Exceptional executive writing, storytelling, and presentation skills, including the ability to make clear recommendations from complex evidence.
• Experience creating strategic roadmaps, defining success measures, and evaluating whether interventions delivered intended outcomes.
• Bachelor's degree or equivalent practical experience.

Nice To Haves

• Experience with AI-enabled quality, speech/text analytics, Voice of Customer, or contact-center analytics.
• Experience in e-commerce or large-scale customer care operations.
• Program, product, analytics, or operational-excellence certification.

Responsibilities

• Own the Core and Specialty CSAT and Quality 2.0 performance narrative, improvement agenda, roadmap, and value-realization plan.
• Carry direct accountability for the portfolio's contribution to approved topline CSAT, behavior, compliance, and Resolution Accuracy goals, including influencing improvements in repeat contacts and CPO.
• Distinguish agent-controllable opportunities from upstream friction and quantify the relative customer and business impact of each.
• Use Quality 2.0, Voice of Customer, operational metrics, and targeted investigations to identify the highest-value opportunities and emerging risks.
• Influence senior Operations, Product, Technology, Policy, Knowledge, Fulfillment, and business leaders to commit to prioritized action plans.
• Establish clear owners, milestones, success measures, and review mechanisms; track actions through completion and evaluate whether they improved outcomes.
• Build and maintain a multi-period roadmap that balances immediate performance recovery with durable systemic improvement.
• Author and present executive narratives, WBR/MBR content, business reviews, and recommendations that drive decisions above the role's organizational level.
• Partner with Quality Programs, AI Customer Care and Coaching Effectiveness, Analysts, and Operations to ensure insights translate into targeted interventions.
• Represent Core and Specialty experience health, readiness, and risk in launches and cross-functional operating forums.
• Operate independently as the authoritative voice of the portfolio, escalating only decisions or barriers requiring enterprise intervention.

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
• 10% off pet insurance
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior