Senior Customer Care Programs Lead

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

Benefits offered by this job

401k

Equity grant

Annual bonus

Comprehensive health benefits

Paid holidays

Job summary

Chewy in Bellevue, WA is seeking a Senior Program Manager, CC (Customer Care) Programs to lead high-impact initiatives that improve customer and team member experiences while enabling smooth operations across functions.

You will partner with senior leaders and cross-functional teams to deliver scalable solutions, optimize workflows, and translate insights into action, with a focus on reducing complexity and elevating internal and external service.

Qualifications

• Bachelor’s degree or equivalent experience.
• Experience managing technical or data-driven projects with cross-functional coordination.
• Proven track record delivering large-scale initiatives within tight timelines.
• Exceptional written and verbal communication with executive-ready narratives.
• Strong analytical and problem-solving capabilities, including statistical analysis.
• Excellent program and project management with clear ownership.
• Ability to influence stakeholders and drive change.

Responsibilities

• Partner with senior leadership to influence, prioritize, and deliver initiatives.
• Program manage cross-functional initiatives with alignment and ownership.
• Lead recurring business reviews to showcase progress, surface risks, and share insights.
• Establish KPIs and roadmaps to measure success.
• Collaborate with engineering and operations to remove bottlenecks.
• Drive data-informed decisions and continuous improvement.
• Design scalable processes for long-term growth and efficiency.

Skills

Cross-functional coordination

Data-driven projects

Executive communication

Analytical thinking

Program management

Change influence

Education

Bachelor's degree or equivalent experience

Tools

SQL

Snowflake

Analytics tools

Job description

Chewy in Bellevue, WA is seeking a Senior Program Manager, CC (Customer Care) Programs to lead high-impact initiatives that improve customer and team member experiences while enabling smooth operations across functions.

You will partner with senior leaders and cross-functional teams to deliver scalable solutions, optimize workflows, and translate insights into action, with a focus on reducing complexity and elevating internal and external service.