{"id":2427863,"url":"https://alion.io/job/chewy-sr-customer-service-program-manager","title":"Sr Customer Service Program Manager","company":{"id":709617,"name":"Chewy","domain":"chewy.com","url":"https://alion.io/company/chewy-2","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Management","role_family":"Management","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bellevue, United States","Minneapolis, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":129500,"max":207000,"currency":"USD","period":"year","gross":null,"usd_annual":207000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"Snowflake","optional":true},{"name":"SQL","optional":true}],"status":"live","first_seen_at":"2026-10-06T00:00:00Z","employer_posted_date":"2026-10-06","last_verified_at":"2026-10-13T09:50:33Z","board_verified":true,"closed_at":null,"days_open":7,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":7},"description":"Job Description:\nThe Senior Program Manager, CC (Customer Care) Programs 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.\nThe 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.\nWhat you’ll do\nPartner directly with senior leadership to influence, prioritize, and deliver initiatives.\nProgram manage cross-functional initiatives, ensuring alignment, ownership, and timely delivery.\nLead recurring business reviews to showcase progress, surface risks, and share insights using data to represent your performance.\nEstablish KPIs and operational targets, building roadmaps that provide accountability and clearly measure success.\nLeverage subject matter expertise and operational insights to influence decision-making, enhance collaboration, and align to shared goals.\nEstablish credibility as a trusted partner by providing valuable insights and data-driven recommendations that support continuous improvement.\nCollaborate with engineering and operations teams to identify process bottlenecks and implement data-informed solutions that drive efficiency.\nChampion a Lean mindset, mentoring others and modeling a culture of continuous improvement.\nPartner with technical teams to ensure Customer Care readiness for Product Launches\nDesign and implement inspection mechanisms, automation, and reporting tools that support long-term scalability and self-service capabilities.\nBuild and maintain mechanisms for ongoing inspection and health of the processes within your program.\nThink 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.\nWhat you’ll need\nBachelor’s degree or equivalent experience.\nExperience managing technical or data-driven projects involving cross-functional coordination.\nProven track record of delivering large-scale initiatives within tight timelines and shifting priorities.\nExceptional written and verbal communication skills, with the ability to synthesize data into actionable insights and executive-ready narratives.\nStrong analytical and problem-solving capabilities, including statistical analysis and root cause identification.\nExcellent program and project management skills, with a focus on clarity, ownership, and follow-through.\nDemonstrated ability to drive change through influence, build consensus across stakeholders, and deliver results.\nConfidence in communicating at all levels of the organization, from engineers to senior executives.\nAbility to manage ambiguity, balance competing priorities, and thrive in a fast-paced environment\nPreferred Qualifications\nExperience in Customer Experience (CX), Customer Care, Product Management, Operations Strategy, Consulting, or Business Transformation.\nExperience working with customer journey analytics, Voice of Customer programs, or defect elimination initiatives.\nExperience partnering with Product, Engineering, and Analytics teams.\nFamiliarity with experimentation, benefit realization, operational metrics, and business impact measurement.\nExperience leading strategic initiatives that span multiple teams, organizations, or business functions.\nProficiency with SQL, Snowflake, and other analytical tools, with the ability to independently analyze large datasets and develop data-driven recommendations.\nThe 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.\n\nWe 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.\nExempt 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.\nChewy 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 .\nTo access Chewy's California CPRA Job Applicant Privacy Policy, please click here.","description_format":"text","description_chars":6263,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["401k plan","Equity","Parental leave","Unlimited PTO"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["E-commerce Platforms","Pet Food, Supplies & Care"],"lifecycle":[{"event":"open","at":"2026-10-13T08:14:36Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 184 · green card filings: 110","filings_12m":184,"filings_prev_12m":257,"green_card_filings_12m":110,"median_offered_wage_usd":149813,"route":null,"cap_exempt":false,"checked_at":"2026-10-03T21:08:04+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":77,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.851,"p_room":0.9,"age_days":7,"expected_fill_days":22,"reasons":["conf:8","win:mid","comp:brand"],"computed_at":"2026-10-13T18:38:26Z"},"pay":{"stated_usd_annual":207000,"is_top_pay":true},"html_url":"https://alion.io/job/chewy-sr-customer-service-program-manager","json_url":"https://alion.io/job/chewy-sr-customer-service-program-manager.json","meta":{"generated_at":"2026-10-13T18:38:26Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":28575,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":709617},"rest":"https://alion.io/mcp/rest/get_company?id=709617"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fchewy-sr-customer-service-program-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fchewy-sr-customer-service-program-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fchewy-sr-customer-service-program-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/chewy-sr-customer-service-program-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fchewy-sr-customer-service-program-manager"}]}