Job Description:

Your Opportunity

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.

What You'll Do

• 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.

What You'll Need

• 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.

Preferred Qualifications

• 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.

What You'll Get

• A place where you can be your authentic self and grow your career. Our pet parents and partners are from everywhere—different places and different walks of life. It is what makes them unique. Likewise, Chewtopians are encouraged to bring their perspectives to deliver on our mission.

• Work in a culture that cares, with managers who value you and your career journey. Be empowered to think big, thrive on delivering results, and become your best.

• Development of meaningful connections with a diverse group of Chewtopians through Team Member Resource Groups and celebrate inclusivity with various company events, programs, and activities.

• Comprehensive medical, dental, vision benefits, in addition to wellness programs and resources, enabling you to be your best self in and outside of work.

The base salary range for this role is $129,500 - $207,000.00.

• 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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