: Senior Program Manager, Customer Experience

Our Opportunity:

Chewy is looking for a Senior Program Manager, Customer Experience to join our Drop Ship Team based in Boston, MA. The ideal candidate will have a passion for problem solving and for the customers shopping experience. This entails not only being a member of the Drop Ship Program team, but also working along side Engineering, Supply Chain, Site Merchandising, Product, et al. This is not the typical program management role, as this role is starting from the ground level to build infrastructure and a roadmap driving the customer experience for one of Chewys high growth initiatives. This will entail being able to get in the weeds in the immediacy while also thinking two to three years out.

What You'll Do:

  • Build a two to three year roadmap for the consumer experience within the Drop Ship program
  • Assess risks, anticipate bottlenecks, provide escalation management, balance the customers needs versus technical constraints and encourage risk-taking behavior to maximize benefit
  • Communicates status risks, and changes of program milestones to a large user population and senior business leaders
  • Partner with Merchandising, Category Management, Customer Service, Supply Chain and vendors to identify and prioritize customer experience enhancements for the Drop Ship product
  • Measure key quantitative indicators such as product ratings, concession rates, and abandonment to drive meaningful improvements to the customer experience
  • Establish frameworks to monitor and improve the customer experience on an ongoing basis
  • Partner with vendors in enhancing the Chewy customer experience for Drop Ship items including, but not limited to, product merchandising and photography, assortment expansion, etc
  • Project manage program implementation in partnership with operations and product
  • Support multiple parallel workstreams managing projects from kick off through rollout

What You'll Need:

  • BA/BS (MBA preferred) in Operations, Finance or Computer Science
  • 5+ years of experience in vendor facing roles
  • Facilitation experience at all levels of the organization; must be comfortable addressing both large and small audiences
  • Excellent oral and written communication skills, especially focused on conveying complex information in an approachable manner to large or small audiences
  • Ability to think and perform strategically and tactically
  • Advanced MS Excel skills (Pivot Tables, Vlookup, Macros, Data Manipulation, Formulas etc.)
  • Previous experience with SQL and Tableau
  • Strong written, verbal, analytical and problem solving skills
  • E-commerce background is a plus
  • Position may require travel

If you have a disability under the Americans with Disabilities Act or similar law, or you require a religious accommodation, and you wish to discuss potential accommodations related to applying for employment at our company, please contact [email protected].

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Employee Testimonials

Bill Poitras
Software Engineer

It’s amazing working with such a diverse group of talented people at Chewy! I really love the culture of fun, collaboration, hard work, and innovation that I’ve seen throughout the company. I especially am impressed the lengths our company strives to wow our customers. I’ve witnessed first-hand how our customer service representatives not only encourage the passion of pet parents, but share their own. I’m grateful for the opportunity to learn so much new technology and the world of e-commerce.

Becca Litwack
Affiliate Marketing Manager

The environment at Chewy is energizing and there is a strong sense of purpose. Our focused attention to the customer leads to great enthusiasm for the work we get to do. There is real comradery on the teams as well – our team frequently lunches together which lends to a friendly work environment, collaboration, and innovation. Having dogs in the office doesn’t hurt either!

Shantesh Kanekar
Director of Software Engineering

The company known for best in class Customer Service knows how to keep its internal customers (our team members) happy, too. There is a positive energy and vibe the moment you set foot in the office. The workforce at Chewy is a vibrant mix of diversity in all aspects but one thing that is common is the shared belief of being the best in class at whatever job function one is in.

Chris Foley
Senior Software Development Manager

Working at Chewy is fast-paced, challenging, and very fulfilling. Each person here has the opportunity to have a profound effect on how we wow both our internal and external customers. We place a very high value on customer service here at Chewy and regardless of what you are working on, the customer satisfaction is always going to be #1. By everyone working towards the same common goal, teamwork organically happens in everything we do.