Our Opportunity
Chewy is looking for a Program Manager to reduce customer-experience defects by turning returns and concessions data into concrete, cross-functional fixes. In this role, you'll identify the product, packaging, and site-experience issues driving avoidable refunds, replacements, and concessions (RRC), quantify the business impact, and lead programs that materially improve customer trust and category gross margin. You will report to the Associate Director of Refunds, Replacements & Concessions (RRC).
What You'll Do
- Own defect reduction outcomes across categories by using returns/RRC signals to identify the biggest drivers of customer pain and margin loss.
- Analyze returns and concessions data to detect patterns, define root causes, and size opportunities (CX impact + $ impact), translating insights into a prioritized roadmap of fixes.
- Lead cross-functional programs end-to-end-scoping, planning, milestones, dependencies, risk management, and execution-across Merch/Category, Vendors, Quality, Supply Chain, and Customer Care.
- Drive improvements to product detail pages and onsite messaging (specs, expectations, packaging guidance, edge-case content) to reduce RRC caused by inaccurate or unclear information.
- Partner with category managers and vendors to implement durable changes to product quality, packaging, and manufacturing processes; validate improvements with post-change measurement.
- Stand up mechanisms for ongoing monitoring (dashboards, weekly/monthly reviews, defect taxonomies, reporting) to ensure defect reductions stick and new issues are caught early.
- Communicate clearly and consistently through exec-ready updates, decision memos, and stakeholder readouts-highlighting progress, risks, tradeoffs, and asks.
What You'll Need
Experience
- Bachelor's degree in a quantitative or business field (Business, Finance, Operations, Analytics, Engineering, or similar).
- 7+ years of program management (or similar) experience leading cross-functional initiatives with measurable business outcomes.
- Demonstrated ability to use data to diagnose problems, prioritize work, and drive execution.
- Proven experience improving customer-facing experiences (e.g., ecommerce/product flows, site content, UX messaging, policy/experience design).
Core Skills
- Strong analytical foundation: comfortable working with imperfect datasets, building defensible insights, and defining success metrics.
- Strong program management fundamentals: planning, delivery cadence, risk/issue management, and stakeholder alignment.
- Ability to influence without authority and work effectively with senior stakeholders.
- Clear, concise written and verbal communication; able to translate analysis into decisions and actions.
Nice to Have
- Experience with ecommerce returns, quality programs, vendor management, packaging engineering, or defect reduction/continuous improvement.
- Familiarity with tools like SQL, Tableau, Excel, and/or experimentation measurement.
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].
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Top Skills
What the Team is Saying
What We Do
We view pets and pet parents as family and are obsessed with meeting their needs and exceeding customer expectations through every interaction. Behind the scenes, our talented teams are made up of innovators, delighters, big-thinkers and of course, passionate pet people—creating a place where you'll be empowered to build, grow and unleash your fullest potential.
We don’t just stand by our company mission—we’re obsessed with it. We seek to be the most trusted and convenient destination for pet parents and partners, everywhere. And we’re constantly finding new ways to do just that.
At Chewy, we understand pet parenthood is full of joyful highs and anxious lows. That’s why we’re here, standing alongside pet parents, providing everything their pets need for a happy, healthy life. We’re a leading online source for pet products, supplies, and prescriptions. We offer a broad selection of high-quality products and services at competitive prices with an exceptional level of customer care and a personal touch.
Since launching in 2011, we’ve combined the personalized service of your neighborhood pet store with the convenience and speed of e-commerce. We pride ourselves on being the only brand available 24/7/365 to support pet parents throughout their journey.
We have a rich history of being recognized for our deep care and personalization while going above and beyond for our customers and their pets.
We view pets and their people as more than just customers and look forward to meeting their needs and exceeding expectations through every interaction. With Chewy, no one pet-parents alone.
Our culture is for those who thrive on delivering results and becoming your best—no matter your role or location. At Chewy, our Operating Principles serve as a common language, or framework, that connects two of Chewy's most valuable elements—our people and our culture. The Operating Principles guide our character, capabilities, imagination, and methods for execution in support of our company's mission.
Why Work With Us
We're proud to be one of the fastest growing e-commerce companies of all time.
With growth comes the exciting opportunity to be a part of a world-class organization of engineering, product, and design team members, responsible for driving our latest innovations and designing "out-of-the Chewy box" experiences.
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Employees engage in a combination of remote and on-site work.
