Senior Program Lead - Customer Care & Ops

Chewy; Boston (MA); On-site; USD 125,000 - 199,000; Full time

Benefits offered by this job

401k

Equity grant

Annual bonus

Unlimited PTO

Paid holidays

Health insurance

Job summary

Chewy is seeking a Senior Program Manager for CC Programs to lead high-impact initiatives that enhance customer care experiences and internal efficiency. The role partners with senior leaders to align strategic priorities, manage cross-functional workstreams, and drive scalable solutions across Chewy’s operations.

The ideal candidate demonstrates strong analytical skills, a track record of delivering large-scale programs on tight timelines, and excellent communication for executive audiences.

Qualifications

• 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.

Responsibilities

• 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.
• 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.

Skills

Cross-functional coordination

Data analysis

Executive communication

Program management

Analytical reasoning

Education

Bachelor's degree or equivalent experience

Tools

SQL

Snowflake

Job description

Chewy is seeking a Senior Program Manager for CC Programs to lead high-impact initiatives that enhance customer care experiences and internal efficiency. The role partners with senior leaders to align strategic priorities, manage cross-functional workstreams, and drive scalable solutions across Chewy’s operations.

The ideal candidate demonstrates strong analytical skills, a track record of delivering large-scale programs on tight timelines, and excellent communication for executive audiences.