Strategic Voice of Customer Program Manager

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

Benefits offered by this job

401k

Equity grant

Annual bonus

Medical insurance

Dental insurance

Vision insurance

Parental leave

Flexible spending accounts

Pet insurance discount

Employee assistance program

Discounts

Job summary

Chewy is seeking a Senior Program Manager, VOC to lead high-impact initiatives that enhance customer and team member experiences while enabling seamless operation. You will partner with senior leaders across Customer Care and cross-functional teams to deliver scalable solutions and optimize internal workflows.

The ideal candidate excels at analytical rigor, executive communication, and delivering major programs on schedule, balancing cost-effectiveness with a strong focus on internal customer

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.
• Exceptional written and verbal communication skills, with the ability to synthesize data into actionable insights and executive-ready narratives.

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

Data-driven project management

Strategic thinking

Executive communication

SQL

Snowflake

Education

Bachelor's degree

Tools

SQL

Snowflake

Job description

Chewy is seeking a Senior Program Manager, VOC to lead high-impact initiatives that enhance customer and team member experiences while enabling seamless operation. You will partner with senior leaders across Customer Care and cross-functional teams to deliver scalable solutions and optimize internal workflows.

The ideal candidate excels at analytical rigor, executive communication, and delivering major programs on schedule, balancing cost-effectiveness with a strong focus on internal customer