Sr Program Manager
About The Position
Chewy is seeking a Senior Program Manager to join the Customer Care Defect Elimination (CCDE) team within Customer Care Solutions. Customer Care Defect Elimination is responsible for identifying and eliminating sources of customer friction that create unnecessary effort, suppress revenue, increase cost, or erode trust. As a Senior Program Manager, you will own a portfolio of customer improvement initiatives within a major customer journey such as Autoship, Payments & Authorization, Delivery Experience, Promotions, Healthcare, or other emerging business areas. In this role, you will partner across Product, Engineering, Analytics, Operations, and Business teams to identify customer problems, develop business cases, influence prioritization decisions, and deliver measurable customer and business outcomes. The ideal candidate combines strong program management fundamentals with strategic thinking, analytical rigor, and a passion for improving customer experience.
Requirements
- Bachelor's degree or equivalent experience.
- 6+ years of program management, strategy, consulting, customer experience, business operations, or related experience.
- Experience leading complex cross-functional initiatives from strategy through execution.
- Strong analytical skills and the ability to translate data into actionable business insights.
- Experience developing business cases and quantifying customer, operational, and financial impact.
- Ability to influence stakeholders across multiple organizations without direct authority.
- Excellent written and verbal communication skills.
- Strong problem-solving skills, business judgment, and customer obsession.
- Ability to manage ambiguity, balance competing priorities, and thrive in a fast-paced environment.
Nice To Haves
- Experience in Customer Experience (CX), Customer Care, Product Management, Operations Strategy, Consulting, or Business Transformation.
- Experience working with customer journey analytics, Voice of Customer programs, or defect elimination initiatives.
- Experience partnering with Product, Engineering, and Analytics teams.
- Familiarity with experimentation, benefit realization, operational metrics, and business impact measurement.
- Experience leading strategic initiatives that span multiple teams, organizations, or business functions.
- Proficiency with SQL, Snowflake, and other analytical tools, with the ability to independently analyze large datasets and develop data-driven recommendations.
Responsibilities
- Own a portfolio of customer experience and defect elimination initiatives within a major customer journey.
- Identify customer friction through data analysis, Voice of Customer insights, operational feedback, customer research, and journey reviews.
- Develop business cases and opportunity sizing to quantify customer, operational, and financial impact.
- Influence Product, Engineering, Operations, and Business stakeholders to prioritize customer improvement opportunities.
- Lead cross-functional initiatives from strategy through execution and benefit realization.
- Define success metrics, track performance, and communicate progress, risks, and recommendations to stakeholders and leadership.
- Partner with Analytics, Voice of Customer, Quality, and Customer Care Operations teams to identify and deliver meaningful customer improvements.
- Author leadership-ready documents, business cases, and recommendations that support strategic decision-making.
Benefits
- Comprehensive medical, dental, vision benefits
- Wellness programs and resources
- 401k
- New hire and annual equity grant
- Annual bonus (for C08+ positions)
- 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 for exempt salary team members)
- 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
