Sr. CS Program Manager
Role summary
Chewy is seeking a Senior Program Manager for Customer Care Programs to lead strategic initiatives that enhance team operations and customer service. This role involves owning a value stream, driving cross-functional alignment, and simplifying complex processes to improve both employee and customer experiences. The ideal candidate will collaborate with senior leaders to deliver scalable solutions, optimize workflows, and influence operational strategies. Responsibilities include program managing initiatives, leading business reviews, establishing metrics and roadmaps, leveraging data for insights, and championing continuous improvement through a Lean approach. The role requires strong analytical, problem-solving, and program management skills, with the ability to lead change through influence and communicate effectively at all organizational levels.
Job Description
Our Opportunity:
The
Senior Program Manager, Customer Care (CC) Programs
leads strategic initiatives that improve how our teams work and how we serve customers. In this role, you’ll own a value stream, drive cross-functional alignment, and help simplify complex processes to improve both the team member and customer experience.
You’ll collaborate with senior leaders across Chewy to deliver scalable solutions, optimize workflows, and influence how we operate. This role is ideal for someone who enjoys solving big, complex problems while staying connected to the day-to-day experience of the people doing the work. If you’re passionate about continuous improvement, operational excellence, and making a meaningful impact, this is your opportunity to help shape the future of Customer Care at Chewy.
What You’ll Do
- Partner directly with senior leadership to influence, prioritize, and deliver initiatives across your value stream.
- 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 value stream’s performance.
- Establish critical metrics 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 approach, 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 value stream.
- Think creatively and strategically to develop scalable solutions that align with Chewy’s growth, while maintaining a strong focus on internal customer experience, operational safety, and cost-effectiveness.
What You’ll Need
- Bachelor’s degree in a related field (e.g., Technical, Business, Operations, or Management); advanced degree or certifications a plus.
- Six Sigma Black Belt certification preferred.
- 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 lead change through influence, build consensus across stakeholders, and deliver results.
- Confidence in communicating at all levels of the organization—from engineers to senior executives.
The base salary range for this role is $129,500 - $207,000.00.
- The specific salary offered to a candidate may be influenced by a variety of factors including but not limited to the candidate’s relevant experience, education, and work location. In addition, this position is eligible for 401k and a new hire and annual equity grant. C08+ positions may also be eligible for annual bonus.
We offer different types of insurance and benefits, such as medical/Rx, vision, dental, life, disability, hospital indemnity, critical illness, and accident. We offer parental leave, family services benefits, backup dependent care, flexible spending accounts, telemedicine, pet adoption reimbursement, employee assistance program, and many discounts including 10% off pet insurance and 20% off at Chewy.com.
Exempt salary team members have unlimited PTO, subject to manager approval. Team members will receive six paid holidays per year. Team members may be eligible for paid sick and family leave in compliance with applicable state and local regulations.
Chewy is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, gender, citizenship, marital status, religion, age, disability, gender identity, results of genetic testing, veteran status, as well as any other legally-protected characteristic. If you have a disability under the Americans with Disabilities Act or similar law, and you need an accommodation during the application process or to perform these job requirements, or if you need a religious accommodation, please contact CAAR@chewy.com.
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