Senior Program Manager - Customer Care Initiatives

Chewy; Washington; On-site; USD 130,000 - 207,000; Full time

Benefits offered by this job

401k and equity grants

Pet insurance discount

6 paid holidays

Unlimited PTO

Parental leave

Job summary

Chewy is seeking a Senior Program Manager, CC (Customer Care) Programs to lead high-impact initiatives that improve customer and team member experiences while ensuring operational execution. You will own the strategic pipeline, coordinate with senior leaders, and drive scalable, data-driven improvements across cross-functional partners.

The ideal candidate excels at analytical decision-making, executive communication, and shaping Chewy’s growth by simplifying complexity, mentoring others, and

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.
• 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
• Experience in 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.

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.
• 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.

Skills

Cross-functional coordination

Executive communication

Data-driven decision making

Analytical problem-solving

Program management

Change management

Stakeholder influence

Ambiguity management

Executive storytelling

Leadership

Customer Care domain experience

CX/CC experience

Product/Engineering collaboration

SQL/Analytics tools

Education

Bachelor’s degree or equivalent experience

Tools

SQL

Snowflake

Job description

Chewy is seeking a Senior Program Manager, CC (Customer Care) Programs to lead high-impact initiatives that improve customer and team member experiences while ensuring operational execution. You will own the strategic pipeline, coordinate with senior leaders, and drive scalable, data-driven improvements across cross-functional partners.

The ideal candidate excels at analytical decision-making, executive communication, and shaping Chewy’s growth by simplifying complexity, mentoring others, and