Senior Customer Service Program Manager

Job Description:

The Senior Program Manager, VOC (Voice of Customer) is responsible for leading high-impact initiatives that enhance the internal and external customer and team member experience while enabling seamless operational execution. This role drives the strategic pipeline of initiatives across business areas and serves as a single-threaded leader, ensuring coordination, visibility, and progress within the program you own. You will collaborate closely with senior leaders both within and beyond Customer Care and cross-functional partners to deliver scalable solutions, optimize internal workflows, and improve the effectiveness of core processes.

The ideal candidate excels at Operating in the details helping Chewy shape the future by demonstrating exceptional analytical skills to drive decisions, prioritizing initiatives, and translate insights into action. Strong written and verbal communication skills are essential, as this role interfaces directly with executive leadership and owns initiative prioritization. A successful Senior Program Manager is passionate about simplifying complexity, elevating team member experience, and delivering results through cross-functional influence and rigorous execution. The role provides broad exposure to Chewy’s strategy and operations, offering an opportunity to shape the future and scale internal excellence across the organization.

What you’ll do

• Partner directly with senior leadership to influence, prioritize, and deliver initiatives.
• Program manage cross-functional initiatives, ensuring alignment, ownership, and timely delivery.
• Lead recurring business reviews to showcase progress, surface risks, and share insights using data to represent your performance.
• Establish KPIs and operational targets, building roadmaps that provide accountability and clearly measure success.
• Leverage subject matter expertise and operational insights to influence decision-making, enhance collaboration, and align to shared goals.
• Establish credibility as a trusted partner by providing valuable insights and data-driven recommendations that support continuous improvement.
• Collaborate with engineering and operations teams to identify process bottlenecks and implement data-informed solutions that drive efficiency.
• Champion a Lean mindset, mentoring others and modeling a culture of continuous improvement.
• Partner with technical teams to ensure Customer Care readiness for Product Launches
• Design and implement inspection mechanisms, automation, and reporting tools that support long-term scalability and self-service capabilities.
• Build and maintain mechanisms for ongoing inspection and health of the processes within your program.
• Think creatively and strategically to develop scalable solutions that align with Chewy’s growth, while maintaining a strong focus on internal customer experience, and cost-effectiveness.

• What you’ll need
• Bachelor’s degree or equivalent experience.
• Experience managing technical or data-driven projects involving cross-functional coordination.
• Proven track record of delivering large-scale initiatives within tight timelines and shifting priorities.
• Exceptional written and verbal communication skills, with the ability to synthesize data into actionable insights and executive-ready narratives.
• Strong analytical and problem-solving capabilities, including statistical analysis and root cause identification.
• Excellent program and project management skills, with a focus on clarity, ownership, and follow-through.
• Demonstrated ability to drive change through influence, build consensus across stakeholders, and deliver results.
• Confidence in communicating at all levels of the organization, from engineers to senior executives.
• 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.

• 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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