Associate Director, Product Management - Emerging Customer Experiences
C07 Individual Contributor
Our Opportunity
At Chewy, our mission is to be the most trusted and convenient destination for pet parents and partners everywhere. They are family, and we are passionate about exceeding their expectations at every interaction.
To support our mission, we are seeking an Associate Director, Product Management - Emerging Customer Experiences. In this C07 individual-contributor role, you will own the strategy and roadmap for a connected commerce and service experience serving customers with complex purchasing and operating needs.
You will translate customer insights, market signals, and business economics into a long-term product vision; validate solutions through research, experimentation, and controlled pilots; and mobilize cross-functional teams to deliver scalable capabilities. This role requires operating autonomously, bringing structure to ambiguous problems, influencing senior leaders, and balancing near-term customer learning with Chewy's long-term product and technology strategy.
What You'll Do
- Product Strategy and Vision: Own the end-to-end product strategy and roadmap for a substantial customer experience spanning account, purchase, fulfillment, and post-purchase interactions.
- Customer Discovery and Validation: Combine quantitative analysis, qualitative research, and customer feedback to anticipate needs that may not be readily apparent from existing data. Design pilots and experiments that validate customer value, operational feasibility, and business impact.
- Roadmap Development and Prioritization: Develop and apply a prioritization framework based on customer impact, business value, complexity, feasibility, and economics. Manage tradeoffs, dependencies, critical paths, and product risks.
- Cross-Functional Product Delivery: Mobilize a virtual team across Design, Engineering, Data Science, Analytics, Customer Care, Operations, Finance, Legal, Marketing, and other business teams to move initiatives from concept through launch and optimization.
- Scalable Product Architecture: Partner with technical teams to determine where existing Chewy capabilities can be reused, extended, or connected and where new investments are required. Review customer and technical designs, identify risks, and proactively drive mitigation.
- Executive Communication and Alignment: Write crisp, data-driven product documents-including vision documents, PRFAQs, business cases, and roadmap recommendations-that clarify customer needs, business requirements, and decisions for senior leadership.
- Measurement and Optimization: Establish success metrics across adoption, customer experience, revenue, cost to serve, and operational performance. Use results to recommend whether solutions should scale, evolve, or stop.
- Product Management Excellence: Strengthen product-development mechanisms, experimentation practices, delivery quality, and execution velocity across the initiative.
What You'll Need
- Educational Background and Experience: Bachelor's degree or equivalent experience and 7+ years of product-management experience within ecommerce, marketplaces, platforms, customer experience, or a similarly complex environment.
- End-to-End Product Ownership: Demonstrated success owning a substantial product or portfolio of connected products from strategy and discovery through launch, measurement, and scale.
- Customer-First Product Management: Strong ability to synthesize qualitative and quantitative research, anticipate unmet customer needs, and translate insights into clear product solutions.
- Strategic and Analytical Thinking: Experience developing business cases, defining KPIs, designing experiments, evaluating economics, and making data-informed investment decisions.
- Technical Acumen: Ability to engage meaningfully in discussions involving platform architecture, systems integrations, data, technical dependencies, and build-versus-reuse tradeoffs.
- Ambiguity and Execution: Ability to put structure around open-ended, multidimensional problems; distinguish reversible decisions from one-way doors; and maintain momentum in a fast-paced environment.
- Communication and Influence: Excellent written and verbal communication skills, including experience presenting complex product strategies and recommendations to senior leadership.
- Cross-Functional Leadership: Demonstrated ability to align and influence teams without direct authority while balancing functional priorities with broader organizational goals.
- Product Delivery Expertise: Experience with agile product development, requirements definition, customer and technical design reviews, testing, UAT, launch readiness, and post-launch optimization.
- Preferred Experience: Experience with B2B, multi-user commerce, account or platform products, payments, fulfillment, or other complex purchasing ecosystems is a plus.
The base salary range for this role is $166,000 - $265,000.00.
- 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 [email protected].
To access Chewy's California CPRA Job Applicant Privacy Policy, please click here.
Skills Required
- Bachelor's degree or equivalent experience
- 7+ years of product management experience in ecommerce, marketplaces, platforms, customer experience, or a similarly complex environment
- Experience owning a substantial product or connected product portfolio from strategy and discovery through launch, measurement, and scale
- Ability to synthesize qualitative and quantitative research and translate customer insights into product solutions
- Experience developing business cases, defining KPIs, designing experiments, evaluating economics, and making data-informed investment decisions
- Ability to engage in platform architecture, systems integration, data, technical dependencies, and build-versus-reuse discussions
- Ability to structure ambiguous, multidimensional problems and maintain execution momentum
- Excellent written and verbal communication skills, including presenting product strategies to senior leadership
- Ability to align and influence cross-functional teams without direct authority
- Experience with agile product development, requirements definition, customer and technical design reviews, testing, UAT, launch readiness, and post-launch optimization
- Experience with B2B, multi-user commerce, account or platform products, payments, fulfillment, or complex purchasing ecosystems
What the Team is Saying
Chewy Compensation & Benefits Highlights
How does Chewy ensure its pay and bonus plans are competitive?
Chewy approaches compensation through a total rewards strategy that combines salary, bonuses, equity opportunities, healthcare benefits, employee discounts, and career growth opportunities. The company emphasizes supporting employees across ecommerce, healthcare, pharmacy, customer service, technology, and fulfillment operations while competing for talent in both retail and tech markets.
Competitive compensation and bonus opportunities: Chewy offers market-based compensation packages that may include salary, performance bonuses, commissions, and equity depending on role and level. Built In also notes benefits such as relocation assistance, employee discounts, and bonus opportunities across multiple teams and functions.
- Healthcare and wellness support: Benefits include medical, dental, vision, prescription coverage, HSA/FSA options, life insurance, disability coverage, telemedicine, mental health resources, and wellbeing programs. Chewy also offers wellness-focused resources designed to support employees physically, mentally, and financially.
- Retirement and financial wellbeing: Employees receive 401(k) plans with company matching along with financial wellness resources and broader support programs. Benefits are designed to support both short-term needs and long-term financial planning.
- Pet-focused and family-oriented benefits: Chewy offers pet insurance discounts, employee discounts on Chewy products, parental leave, fertility support, family-focused benefits, and caregiving resources. The company’s benefits package is closely aligned with its pet-focused identity and customer mission.
- Flexibility and workplace support: Corporate employees may have access to hybrid work arrangements, flexible scheduling, commuter benefits, PTO, paid holidays, and wellbeing initiatives. Employees also cite supportive managers and collaborative teams as important parts of the broader employee value proposition.
- Long-term career investment: Compensation is reinforced through career growth opportunities, mentorship, leadership development, cross-functional learning, and exposure to large-scale ecommerce, automation, healthcare, and logistics initiatives. Employees often describe growth opportunities as an important part of the overall company experience.
- External signals: Comparably reports that 70% of employee reviews are positive overall. Employees frequently highlight healthcare benefits, employee discounts, coworkers, and growth opportunities as strengths of the company experience. (Glassdoor; Comparably)
Chewy Insights
What We Do
Who We Are Chewy is where pet parents find everything they need for life with pets, from food to fun to pharmacy. We make pet care easier, more informed, and more joyful through fast, reliable delivery and award-winning 24/7 Customer Care, including access to pet health support when it’s needed. Founded in 2011, Chewy combines the convenience of online shopping with a high-touch, personalized experience built around the real moments of pet parenthood. Our Mission Chewy’s mission is to be the most trusted and convenient destination for pet parents and partners, everywhere. What We Do We support pet parents through the highs, lows, and everyday moments of the pet parenting journey with: • Pet food, treats, and daily essentials • Supplies for dogs, cats, fish, birds, reptiles, equine, and small pets • Pharmacy and veterinary services, including prescriptions and medications • Pet wellness and health products • Autoship for convenient recurring deliveries • Chewy+, our premium membership offering exclusive savings, faster delivery, and personalized pet care benefits • 24/7/365 customer support from knowledgeable, pet-loving experts What Makes Chewy Different Chewy is known for industry-leading service, deep personalization, and our customer-obsessed culture. We combine trust, convenience, and care, and pet parents come to us for: • Exceptional customer care • Human- and pet-centered product and experience design • Fast, dependable fulfillment across a nationwide operations network • A mission-driven culture built on empathy, trust, and passion for pets Our Culture Chewy’s culture is built for people who thrive on ownership, innovation, and impact. We value curiosity, creativity, and continuous improvement across all our teams. We empower Team Members—our Chewtopians—to learn, grow, and unleash their full potential in a collaborative, supportive, mission-driven environment. How We Work Chewy’s Operating Principles guide how we think, innovate, collaborate, and execute. These principles shape our character, decision-making, and approach to delivering results while connecting our people and culture in support of our mission. • Put Customers First • Act as an Owner • Deliver Results • Earn Trust • Debate Openly; Commit Fully • Operate in the Details • Shape the Future Where We Work Chewy headquarters: Plantation, FL, and Boston, MA Additional hubs: Bellevue, WA, and Minneapolis, MN
Why Work With Us
Why You Should Work at Chewy Chewy is a unique, fast-growing e-commerce and tech leader where builders, creators, and problem-solvers shape the future of pet care. Our teams drive innovation in a mission-driven culture that creates real impact for pets and the people who love them.
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Chewy Teams
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Hybrid Workspace
Employees engage in a combination of remote and on-site work.
