Senior Technical Program Manager (Service Delivery Optimization)

Chewy•Plantation, FL

2d•$118,500 - $189,500•Hybrid

About The Position

The HR Systems & Solutions team is seeking an experienced Senior Technical Program Manager (TPM) to join the Service Delivery Optimization (SDO) function. We are looking for someone who will lead complex, multi-functional programs that drive process improvement, optimize HR service delivery, and integrate technology solutions into scalable business operations. You will work with leaders in HR, IT, Finance, and Operations to align service delivery needs with organizational approaches. You will ensure program governance, partner alignment, and operational excellence. The ideal candidate is a strategic yet hands-on leader with deep expertise in HR technology (Workday preferred), program management, and service delivery optimization. This is a highly visible role requiring creativity, analytical skills, technical fluency, and the ability to influence across all levels of the organization. You will thrive in a fast-paced environment, manage ambiguity with confidence, and drive measurable outcomes that improve the Team Member and customer experience!

Requirements

Bachelor’s degree in Business, Information Technology, HR Systems or related field or equivalent experience
7+ years of relevant and successful program management experience leading highly complex projects in HR, IT, or enterprise technology initiatives
Proven track record of delivering large-scale, cross-functional programs from strategy to execution
Strong technical proficiency with HR systems (Workday, UKG Pro WFM preferred) and cloud-based platforms
Expertise in program governance, risk management, process optimization, and capacity planning
Excellent prioritization, organizational and facilitation skills
Experience with Agile methodologies and the use of modern Cloud technologies and systems
Proficiency in Jira, Confluence, Smartsheet, MS Project, Tableau, and Excel
Extensive knowledge of the system development life cycle and solution strategies
Exceptional critical thinking, communication, and executive presentation skills
Demonstrated ability to influence and build consensus across business leaders
Ability to thrive in a fast-paced, ambiguous environment with shifting priorities
Ability to travel up to 25% as required for program delivery and engagement (minimal expected)

Nice To Haves

PMP, Agile, or Six Sigma certifications.
Background in HR transformation or large-scale enterprise operations
Strong experience in resource modeling and portfolio demand management
Advanced knowledge and experience with Workday (Core HCM, Benefits, Payroll, Compensation, Recruiting, etc.), UKG PRO WFM (time and labor management)
Data Visualizations (Excel, Tableau) and HR technologies

Responsibilities

Uphold Delivery Optimization standard as a center of quality, productivity, and reliability.
Analyze processes and implement simplification, efficiency, and engagement improvements
Define and track metrics/dashboards to measure service performance and drive continuous improvement
Act as a role model in collaborator engagement, driving alignment and cultivating a strong network of leaders; Listen and understand what motivates stakeholders, partners and customers
Lead cross-team and/or multi-phase projects from design through implementation with a focus on security and scalability.
Define clear problem statements, program objectives, success criteria, and benchmarks that align with enterprise strategies
Govern program portfolios by identifying risks, managing dependencies, and ensuring timely delivery.
Deliver HR technology programs across all phases of planning, readiness, and launch
Lead documentation management across the lifecycle, ensuring all scope, timeline, and approach changes are captured
Maintain detailed project records and produce timely reports and presentations
Conduct risk and milestone assessments, creating mitigation plans for portfolio derailments.
Own delivery outcomes, ensuring technical service performance meets or exceeds expectations
Lead the communication strategy across programs, providing executive-ready summaries of health, progress, risks, and issues.
Serve as the central point of communication and reporting for program health, risks, and milestones
Develop data-driven reports, dashboards, and recommendations to inform decision-making
Conduct research and analysis, develop and present recommendations to senior management to effectively drive overall program management and implementation activities
Adjust messaging for diverse audiences and communicate objectively on program status.
Drive objectivity over subjectivity in the program status reporting process.
Monitor critical project pipeline volume and complexity, balancing active initiatives against team capacity.
Monitor equitable allocation of resources across OP1 priorities, business-as-usual (BAU), and ad-hoc initiatives
Track workload sustainability, backlog growth, and demand signals to identify risks of overextension
Provide capacity insights to leadership, enabling proactive resourcing decisions and long-term workforce planning

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 (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)