Our Opportunity
Chewy is seeking a Manager, Program Management III in Plantation, FL, Boston, MA, or Bellevue, WA to lead Customer Care engagement and culture programs that shape the Team Member experience and support business outcomes.
This leader will own and evolve a portfolio of engagement programs tied to the Customer Care Team Member Promise (CCTMP), while leading a team of program managers, analysts, and administrators. You will partner across Customer Care, HR, and enterprise functions to define strategy, build scalable programs, and deliver measurable impact across a fully virtual frontline population.
This is a people leader role with responsibility for developing talent, setting direction, and ensuring high-quality execution across multiple programs. You will translate strategy into clear priorities, guide your team through ambiguity, and influence stakeholders at all levels to drive alignment and results.
The ideal candidate brings strong program leadership, experience building programs from the ground up, and a track record of developing high-performing teams while driving culture and engagement at scale.
What You'll Do
- Lead a portfolio of programs across the five CCTMP pillars, driving measurable impact and continuous improvement while aligning initiatives to business priorities and the team member experience
- Translate engagement strategy into scalable programs, mechanisms, and communications across Customer Care
- Identify opportunities to simplify, streamline, and optimize programs to reduce duplication and increase effectiveness
- Lead, coach, and develop a team of program managers, analysts, and administrators
- Set clear priorities, define success metrics, and drive accountability for outcomes
- Partner with Customer Care leadership, HRBPs, Finance, Legal, and Communications to align priorities and deliver integrated solutions
- Act as a strategic partner to senior leaders, influencing decisions through data, insights, and business context
- Align stakeholders to shared goals, manage competing priorities, and drive clarity across complex initiatives
- Oversee program design and execution end to end, including planning, change management, communications, and launch, while maintaining strong governance across roadmaps, milestones, risks, and dependencies
- Lead large-scale engagement initiatives, including recognition programs and Moments that Matter experiences
- Evaluate and implement tools, platforms, and vendors that support engagement and program delivery
- Define and track success metrics across all programs, ensuring visibility into performance and outcomes
- Leverage team member insights, listening data, and industry trends to inform strategy and program design
- Own program budgets, including forecasting, planning, and ongoing management
- Assess resource needs, prioritize investments, and optimize allocation across programs
- Ensure operational rigor across the program portfolio, including documentation, workflows, and governance
What You'll Need
- Bachelor's degree in Human Resources, Business Administration, or related field
- 5+ years of experience in program management, employee engagement, HR, or related field, including people leadership
- Experience leading and developing high-performing teams in a fast-paced environment
- Strong program management skills, including strategy development, execution, and change management
- Experience managing budgets and aligning resources to business priorities
- Proven ability to influence senior leaders and drive alignment across functions
- Strong analytical skills with the ability to translate data into insights and action
- Experience designing and scaling programs in complex, matrixed organizations
- Excellent communication skills, with the ability to simplify complex ideas and influence diverse audiences
- Experience working with program management and collaboration tools (e.g., Asana, Smartsheet, SharePoint)
- Ability to manage multiple priorities and navigate ambiguity
The base salary range for this role is $100,000 - $160,000.00.
- 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 in Human Resources, Business Administration, or related field
- 5+ years of experience in program management or employee engagement including people leadership
- Experience leading and developing high-performing teams
- Strong program management skills including strategy development and execution
- Experience managing budgets and aligning resources
- Proven ability to influence senior leaders and drive alignment
- Strong analytical skills to translate data into insights
- Experience designing and scaling programs
- Excellent communication skills to influence diverse audiences
- Experience working with program management and collaboration tools
- Ability to manage multiple priorities
What the Team is Saying
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. 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 Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
