Manager, CS Analytics III

Job Description:

Chewy is committed to being the most trusted and convenient destination for pet parents and partners. Our teams work every day to make pet care easier, more accessible, and more joyful for millions of customers and their pets.

The Voice of Customer team puts the customer at the center of Chewy’s decisions by turning customer experiences into insights, action, and meaningful change. We bring together customer feedback, contact-center data, surveys, sentiment, operational metrics, behavioral signals, and frontline insights to identify customer friction, quantify its impact, prioritize opportunities, and measure whether changes improve the customer experience.

We are seeking an Analytics Manager to lead the analytics capability for Chewy’s Voice of Customer organization. This role will translate complex and fragmented customer data into clear insights that influence business decisions, improve customer experiences, and strengthen customer loyalty.

The successful candidate will combine strong analytical expertise with business judgment and storytelling. They will help the organization move beyond reactive reporting toward proactive identification of customer risks, emerging issues, root causes, and opportunities for improvement.

This role will partner closely with Customer Care, Product, Operations, Technology, Fulfillment, Marketing, and other business teams. The Analytics Manager will help leaders understand not only what customers are experiencing, but why it is happening, how many customers are affected, the downstream business impact, and what actions should be taken.

What you’ll do:

• Lead the development of an analytics strategy and measurement framework for the Voice of Customer organization.
• Build scalable dashboards, standardized views, alerts, and self-service analytics that enable stakeholders to answer common business questions independently.
• Integrate and analyze data from multiple sources, including customer contacts, chat, email, surveys, CSAT, sentiment, verbatims, social and review feedback, operational metrics, fulfillment and delivery data, customer behavior, escalations, and complaints.
• Identify customer friction, emerging risks, root causes, and low-frequency/high-impact experiences that may not be visible through volume metrics alone.
• Quantify the customer and business impact of identified issues, including potential effects on customer trust, repeat contacts, retention, loyalty, cost, and long-term customer value.
• Establish clear definitions, data governance, measurement standards, and documentation for VOC metrics and reporting.
• Develop baseline and post-launch measurement approaches for business changes, product launches, promotions, operational events, and customer-impacting initiatives.
• Create executive-ready analyses and narratives that connect data patterns to customer experiences, business outcomes, and recommended actions.
• Partner with VOC and Customer Care program managers and business leaders to clarify the decision a piece of analysis is intended to support, define success measures, and prioritize work based on customer and business impact.
• Develop leading indicators and monitoring mechanisms to identify customer-impacting issues before they become large-scale problems.
• Support proactive monitoring of high-volume and high-risk events, including promotional periods, shipping changes, fulfillment disruptions, and other operational changes.
• Lead analytical deep dives, experimentation, forecasting, segmentation, correlation, regression, and other appropriate analytical methods to answer complex business questions.
• Establish mechanisms to measure whether business actions result in improved customer outcomes.
• Coach, develop, and raise the analytical capabilities of team members and cross-functional partners.
• Influence senior leaders and partner teams through clear, concise, and fact-based recommendations.

What you’ll need:

• Bachelor’s degree in Analytics, Statistics, Economics, Mathematics, Computer Science, Business, Engineering, or a related field; equivalent practical experience may be considered.
• 6+ years of experience in analytics, business intelligence, customer experience analytics, operations analytics, product analytics, or a related field.
• 2+ years of experience leading analytical projects, programs, or teams.
• Strong SQL skills and experience working with large, complex datasets.
• Experience with data visualization and business intelligence tools such as Omni, Tableau, Power BI, or similar platforms.
• Demonstrated experience translating analytical findings into business recommendations and measurable actions.
• Strong understanding of statistical concepts, experimental design, segmentation, trend analysis, and hypothesis testing.
• Experience partnering with senior stakeholders and influencing decisions without direct authority.
• Excellent written and verbal communication skills, including the ability to explain complex analysis to non-technical audiences.

Preferred Qualifications

• Experience in Voice of Customer, Customer Care, contact-center, e-commerce, retail, fulfillment, or service operations analytics.
• Experience analyzing customer feedback, survey data, contact drivers, sentiment, verbatims, CSAT, churn, retention, or customer loyalty.
• Experience working with Snowflake or similar cloud data platforms.
• Experience using Python, R, or other analytical programming languages.
• Experience developing predictive models, leading indicators, anomaly detection, or early-warning mechanisms.
• Experience connecting customer friction to cost, retention, repeat behavior, or long-term customer value.
• Experience building scalable self-service analytics products rather than only producing recurring reports.
• Experience leading analytics through periods of ambiguity, organizational change, or rapidly evolving business priorities.
• Experience managing, mentoring, and developing analysts or analytics managers.

• 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 [email protected].

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