Job Description:

Sr. Program Manager – Voice of Clinic

Our Opportunity:

Chewy’s mission is to be the most trusted and convenient online destination for pet parents and partners everywhere. We view pets (and pet parents) as family and are obsessed with meeting their needs and exceeding customer expectations through every interaction. Within Chewy, the Chewy Health team is focused on redefining how veterinarians and pet parents care for their pets and are on a multi-year journey to build a set of new pet parent and veterinarian facing services, delivered via our PracticeHub platform, making it easier to keep pets of all shapes and sizes leading healthy, happy lives.

As part of this mission, Chewy Health is currently seeking an experienced individual to fill our Sr. Program Manager, Voice of Clinic (VOC) position to join our Healthcare Services team based in Plantation, FL, Bellevue, WA, or Boston, Massachusetts. This role will lead the end-to-end VOC program across the clinic ecosystem. This role owns VOC strategy, execution, and cross-functional influence, translating clinic feedback into prioritized insights that directly inform product, operational, marketing and experience decisions. The ideal candidate demonstrates independent strategic ownership, advanced stakeholder influence, and using high-judgement and autonomy to identify opportunities to improve CX and internal processes. If you are passionate about driving customer excellence, join us in crafting the future of Chewy Health.

What You’ll Do:

Program Strategy & Ownership

• Own the end-to-end Voice of Clinic program, ensuring VOC insights drive measurable improvements in clinic experience, retention, and operational outcomes.
• Independently formulate and execute VOC strategy, aligning short- and mid-term initiatives with Chewy Health priorities.
• Define VOC program roadmaps, success metrics, and operating mechanisms that scale with clinic growth and complexity.

Cross-Functional Leadership & Influence

• Act as a strategic partner to Product, Operations, CX, Analytics, and Clinic Leadership, influencing priorities through data-backed insights.
• Lead high-impact initiatives such as customer retention and clinic sentiment analysis, navigating tradeoffs across competing priorities.
• Translate VOC insights into clear, compelling narratives for Director+ audiences, including written documents and executive readouts.

Data-Driven Decision Making

• Establish and monitor key VOC success metrics, ensuring transparency, accountability, and continuous improvement.
• Synthesize qualitative and quantitative data into actionable insights that shape planning, roadmap decisions, and operational changes.
• Proactively identify risks, trends, and emerging issues, communicating implications and recommendations before they escalate.

Problem Solving & Execution in Ambiguity

• Lead initiatives in ambiguous, open-ended problem spaces, defining structure, prioritization frameworks, and execution plans.
• Balance speed and rigor by avoiding analysis paralysis while maintaining high standards for decision quality.
• Identify dependencies and constraints across programs and teams, proactively addressing blockers and resourcing needs.

Program Operations & Scale

• Drive process improvements and automation to increase VOC program efficiency and scalability.
• Identify opportunities to leverage existing tools, systems, and enterprise solutions to avoid duplication of effort.
• Measure ROI and program impact to inform investment decisions and long-term VOC strategy.

What You’ll Need:

• Bachelor’s degree with 7+ years of program or project management experience in a fast-paced, cross-functional environment.
• Demonstrated ability to independently own and deliver complex programs with broad organizational impact.
• Strong business and analytical acumen, with experience translating data into strategic recommendations.
• Proven ability to influence without authority, including senior stakeholders.
• Experience operationalizing programs across Product, Marketing, Analytics, Technology, and CX teams.
• Excellent written and verbal communication skills, including executive-level documentation and presentations.
• Ability to prioritize effectively, manage ambiguity, and adapt to evolving business needs.
• Experience with CRM and Survey tools (e.g., Salesforce, Qualtrics, Gainsight, Medallia, etc).
• Position may require travel

Bonus:

• 5+ years of program experience in Voice of Customer or related field with demonstrated ownership mentality
• MBA or Masters
• Proficiency with SQL, Lucidchart, or TeamGantt

• 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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