Program Manager, Customer Experience (WOW Programs)

Chewy•Boston, MA

26d•$86,500 - $138,500

About The Position

Chewy is seeking a highly creative and innovative Program Manager for its “WOW” team, a customer experience leader passionate about creating genuine, memorable moments that surprise and delight our pet parents and their pets. This role is responsible for owning the strategy, execution, measurement, and continuous evolution of key customer lifecycle experiences that strengthen customer relationships and drive measurable business outcomes. The right person will have an insatiable curiosity about our customers, with the goal of engaging them with the right experiences or gifts at meaningful points in their customer journey in ways that improve engagement, retention, sentiment, etc. This person will partner cross-functionally with Customer Care, Brand Marketing, PR/Social, Merchandising, Product, and other key verticals to drive maximum, measurable impact to customer behavior and engagement with the Chewy brand. This leader should be able to think critically, be comfortable with data to understand the impact of the programs we manage, and have the drive to iterate, test, learn, and scale new customer experiences.

Requirements

At least 5 years of experience in a Program Management role.
Strong written communication skills, including the ability to produce concise, executive-ready strategies, business cases, execution plans, and results recaps that clearly communicate customer impact, business outcomes, recommendations, and next steps.
Proficiency in defining program requirements that drive intended results and using data to determine their effectiveness (for the WOW team, inventing metrics might also come with the territory).
Demonstrated ability to lead multiple cross-functional programs end-to-end from concept through execution - exercising sound judgment, building alignment with partners, and bringing forward thoughtful recommendations with limited direction while protecting the customer experience.
To be extremely comfortable ‘living in the gray.’ This is a unique role and a unique department - it’s part science, part art. You must be able to build programs in ambiguity without always having concrete direction.
High levels of creativity - in many ways, you’ll be paving the way and redefining standards of what it means to surprise and delight customers - creating strategies, gift ideas, and special moments should come naturally.

Nice To Haves

Experience in customer retention and/or loyalty marketing
Previous experience in a CX environment, especially eCommerce

Responsibilities

Own and continuously evolve multiple customer lifecycle experiences, independently developing program strategies, objectives, roadmaps, and measurable success criteria.
Think critically and closely follow the customer lifecycle to ensure WOW programs align with critical customer milestones as part of a comprehensive engagement strategy, creating experiences they never expected but immediately recognize as uniquely Chewy.
Maintain overall service delivery to internal and external customers, inclusive of SLA management, product quality, vendor-side support, and all other controllable inputs. While some elements of this process will be managed by our WOW Operations team, it’s your responsibility to inspect, ask questions, identify any gaps, and ensure we are controlling the cost and value of these programs.
Develop measurement frameworks that translate customer insights, operational learnings, and business performance into clear recommendations, strategic decisions, and scalable program improvements. If results fall short, adapt quickly, learn, and make changes to improve the customer experience.
Independently develop hypotheses, testing frameworks, and customer experience recommendations that strengthen lifecycle programs.
Partner closely with WOW Operations to design, execute, measure, and optimize experiences through experimentation to determine where WOW creates the most value for our customers and Chewy.

Benefits

401k
new hire and annual equity grant
annual bonus
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