Senior Analytics Manager, Voice of Customer

Chewy; Bellevue (WA); On-site; USD 130,000 - 207,000; Full time

Benefits offered by this job

401k

New hire equity

Annual equity grant

Annual bonus eligibility for C08+

Job summary

Chewy is seeking an Analytics Manager to lead the analytics capability for the Voice of Customer organization. You will translate complex customer data into actionable insights that drive decisions, improve experiences, and strengthen loyalty.

The role partners with Customer Care, Product, Operations, Technology, Fulfillment, Marketing, and other teams to quantify impact and guide actions. You'll develop an analytics strategy, build scalable dashboards, and establish data governance and

Qualifications

• Bachelor's degree in Analytics, Statistics, Economics, Mathematics, Computer Science, Business, Engineering, or a related field.
• 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.

Responsibilities

• 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.

Skills

SQL

Dashboard development

Stakeholder management

Storytelling

Education

Bachelor's degree in Analytics, Statistics, Economics, Mathematics, Computer Science, Business, Engineering, or related field

Tools

Omni

Tableau

Power BI

Snowflake

Python

R

Job description

Chewy is seeking an Analytics Manager to lead the analytics capability for the Voice of Customer organization. You will translate complex customer data into actionable insights that drive decisions, improve experiences, and strengthen loyalty.

The role partners with Customer Care, Product, Operations, Technology, Fulfillment, Marketing, and other teams to quantify impact and guide actions. You'll develop an analytics strategy, build scalable dashboards, and establish data governance and