Job Description:

At Chewy, it is our mission to become the most trusted and convenient online destination for pet parents and our partners – vets and service providers – alike. Our success is measured by the happiness of the people and pets we serve, not simply by the amount of pet supplies we deliver. That’s why we continue to think of outside-the-Chewy-box ways to delight, surprise, and thank our loyal pet lovers!

We are hiring awesome humans, and we hope that includes you!
Are you looking for more than just a job? At Chewy, you’ll find yourself on a career path with other
awesome humans, like yourself. You’ll be part of a culture that values everything that you do, who
you are, and the goals you have set for your career. We want to give you the opportunity to grow,
earn competitive pay, and be happy while you do it. Sounds simple, but we love it.

Our Opportunity:

Chewy is seeking an experienced and visionary Customer Care Communications Manager II to lead strategic, high-impact communications across our Customer Care (CC) organization. This role is responsible for developing and delivering comprehensive communication strategies that engage our 24/7 Frontline Team Members, enable Customer Care Leadership, and support high-visibility business initiatives with clarity, consistency, and intention.

We are looking for a skilled communicator with storytelling expertise, strong eye for business, and a programmatic attitude. The ideal candidate thrives in complex environments and can translate operational strategy into clear messaging that drives alignment and action. Chewy’s Customer Care team is one of our greatest differentiators, delivering award-winning Care around the clock through phone, chat, and email. The Communications Manager II plays a key role in fueling this experience from the inside out, helping Team Members stay informed, inspired, and connected to our mission.

This role functions as both a strategic partner to internal customers and a hands-on communications practitioner. It requires an experienced candidate who can design and deliver high-quality, data-informed messaging that resonates across levels, from Senior Leaders to Frontline Team Members.

What You'll Do:

• Communication Strategy Development: Build and implement integrated communications strategies that support key CC priorities. Plans should include audience segmentation, messaging tiers, timing, channels, and success metrics.

• Strategic Advisor and Partner: Act as a critical communications advisor to cross-functional teams and project owners. Engage early in initiative planning to identify communication opportunities, propose scalable solutions, and shape messaging direction.

• Enablement and Toolkits: Create templates, playbooks, talking points, and self-serve resources to help managers and business partners reinforce messages and drive consistency in rollout.

• Insights and Optimization: Use metrics, surveys, and feedback to evaluate communication effectiveness. Apply insights to adjust approach and share findings with customers to improve future initiatives.

• Tiered Communication Approaches: Design messaging that aligns and equips different audience levels—providing enterprise updates, frontline context, and leader enablement materials as needed.

• Content Execution and Publishing: Manage the creation, review, and delivery of content across internal communication channels including intranet, email, and Slack. Maintain clear, timely, and engaging messaging across formats.

• Editorial and Channel Management: Oversee the Customer Care Communications calendar and cadence, ensuring strategic prioritization of initiatives, visibility of key messages, and alignment with business timing.

• Creative Messaging Approaches: Identify engaging formats and innovative storytelling techniques to improve relevance, clarity, and retention of key messages.

• Organizational Storytelling: Align individual communication efforts to broader business narratives and Customer Care goals, reinforcing Chewy’s mission and customer-first attitude

• Governance and Consistency: Ensure content adheres to brand voice, communication standards, and quality benchmarks. Maintain a high bar for clarity, tone, and accuracy across all channels.

What You’ll Need:

• Bachelor’s degree or equivalent experience in communications, journalism, marketing, business, or a related field (preferred).

• Minimum of 5+ years of relevant experience in internal or employee communications, preferably within a fast-paced, operational or customer-facing environment.

• Proven ability to develop and implement communication strategies that support large-scale, cross-functional initiatives.

• Experience advising and influencing senior customers, with a strong presence in high-visibility conversations and meetings.

• Demonstrated strength in narrative development and storytelling, with the ability to connect individual initiatives to broader organizational goals.

• Strong eye for business with the ability to translate operational complexity into compelling, audience-appropriate messaging.

• Proficiency in data analysis, performance tracking, and applying insights to optimize communication strategies and influence business outcomes.

• Experience developing enablement materials such as toolkits, templates, and communication resources to support scalable rollout across diverse teams.

• Excellent writing and editing skills, with the ability to craft messaging across formats and audiences.

• Strong organizational and project management skills, with the ability to lead multiple priorities and deadlines independently.

• High level of attention to detail and commitment to quality, accuracy, and clarity in all communication outputs.

• Demonstrated ability to be both creative and analytical, with a programmatic approach to planning and execution.

• Comfortable navigating ambiguity and adapting to evolving priorities in a dynamic environment; Proven problem solver with a solutions-oriented attitude.

• Proven ability to work cross-functionally and align communications across multiple teams, departments, and partner levels.

• Deep knowledge of internal communication channels and tools, such as Slack, intranet platforms, and enterprise email systems.

• The specific salary offered to a candidate may be influenced by a variety of factors including but not limited to the candidate’s relevant experience, education, and work location. In addition, this position is eligible for 401k and a new hire and annual equity grant. C08+ positions may also be eligible for annual bonus.

We offer different types of insurance and benefits, such as medical/Rx, vision, dental, life, disability, hospital indemnity, critical illness, and accident. We offer parental leave, family services benefits, backup dependent care, flexible spending accounts, telemedicine, pet adoption reimbursement, employee assistance program, and many discounts including 10% off pet insurance and 20% off at Chewy.com.

Exempt salary team members have unlimited PTO, subject to manager approval. Team members will receive six paid holidays per year. Team members may be eligible for paid sick and family leave in compliance with applicable state and local regulations.

Chewy is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, gender, citizenship, marital status, religion, age, disability, gender identity, results of genetic testing, veteran status, as well as any other legally-protected characteristic. If you have a disability under the Americans with Disabilities Act or similar law, and you need an accommodation during the application process or to perform these job requirements, or if you need a religious accommodation, please contact CAAR@chewy.com.

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