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Boston, MA

Head of Product Management, Delivery Experience - Self Service at Chewy

| Boston, MA
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Our Opportunity

Chewy is seeking a Head of Delivery Experience (DEX) Customer Self-Service. The Head of DEX Customer Self-Service will own, develop and drive the strategic vision for Chewy’s self-service offerings to our pet parents and partners. This role and their team will be responsible for both technical and program management aspects throughout the entire life cycle of the projects that underpin the self-service space (multi-year product road-map, defining business requirements, driving user experience development, product deployment, performance metrics, etc.). This role will work closely with software engineering, mobile app, customer service and operations teams to establish and implement a long-term strategic vision for Chewy’s self-service options on multiple platforms to enhance the customer experience and support future top-line growth. A successful candidate will be customer obsessed, intrinsically driven and a visionary in addition to being focused on both current and potential customer’s user experience. This individual will also need to have an ability to work autonomously under time constraints and be able to build strong cross-functional teams to deliver self-service solutions.

What You’ll Do

  • Develop and implement customer self-service solution(s) aligned to Chewy’s overarching DEX and CX strategy across multiple customer-facing platforms (website, NMA, SMS, etc.).
  • Own the five-year view and complete portfolio roadmap for customer self-service options in addition to establishing metrics and mechanisms to meet business objectives.
  • Develop and maintain portfolio roadmaps within customer self-service ensuring physical and technical enhancements along with communicating impact clearly across the organization.
  • Utilize data to understand customer behavior and transform those insights into clear business and technical improvements.
  • Catalyze innovation by understanding ecomm marketplace direction and trends to set priorities in collaboration with key partners using industry benchmarks and internal standards.
  • Proven ability to perform in-depth analysis, synthesize results, develop stories, build strategies and make recommendations to business and technical leaders.
  • Design long-term strategies and capabilities to facilitate game-changing innovation, enable growth, unlock incremental profitability and drive executive-level initiatives.

What You’ll Need

  • Bachelor’s degree in Logistics, Operations or a related field with 10+ years’ experience in logistics.
  • Proven ability looking at solutions in unconventional ways. Sees and drives potential opportunities and work with shifting deadlines in a fast-paced environment
  • Excellent leadership skills including sponsoring/leading cross-functional projects with broad scope and impact outside of DEX while promoting teamwork between dependent teams.
  • Ability to do tradeoffs analysis between business objectives with the ability to think systemically. Actively embrace change, challenge the status quo and make recommendations for improvements.
  • Excellent communication skills with all layers in the organization (front-line to senior executives) and ability to develop rapport with other functional leaders inside and outside areas of control to influence decision making.
  • Proven track record in taking on end-to-end ownership and successfully delivering results in a fast-paced and dynamic business environment.
Chewy is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members.
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 Chewy, please contact [email protected] 
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PHPLanguages
    • RLanguages
    • ScalaLanguages
    • SqlLanguages
    • SwiftLanguages
    • jQueryLibraries
    • VueJSLibraries
    • AngularJSFrameworks
    • DjangoFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • GRPCFrameworks
    • Microsoft SQL ServerDatabases
    • MySQLDatabases
    • OracleDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • VerticaDatabases
    • AerospikeDatabases
    • Google AnalyticsAnalytics
    • BalsamiqDesign
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • UXPinDesign
    • ConfluenceManagement
    • JIRAManagement
    • dotCMSCMS

What are Chewy Perks + Benefits

Chewy Benefits Overview

We offer competitive salaries and 401k, unlimited time off, comprehensive medical, dental, and vision benefits, in addition to wellness programs, online communities, and resources for improved physical and mental health... enabling you to be your best self - in and outside of work. With mentorship programs, employee resource groups, cross-functional job trainings, events, and customized development tracks for advancement, we're proud to help develop and promote our team members from within.

True to our business, we're pet-friendly and have fun pet-related perks like Paw-ternity leave for new pup parents and Chewy employee discounts. We offer countless volunteer opportunities, recreational club teams, company outings, happy hours, and team events to enable you to bond with fellow Chewtopians and have some fun!

Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Highly diverse management team
Unconscious bias training
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
We offer a commuter transit, parking, and dependent care FSA.
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K) Matching
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
We're currently 100% remote due to caution and care for the health & well-being of our team. Post-pandemic, we plan to operate in a combination of onsite and remote, with logistics still being defined
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
Recreational Clubs
Chewy sponsors office sports leagues year-round.
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross-functional lunch and learns.
Cross functional training encouraged
Promote from within
Mentorship program
Online course subscriptions available
Customized development tracks

An Insider's view of Chewy

What’s the vibe like in the office?

Fast paced! We work in "doggy-years" here. It's a place where talent and hard work is valued and where team members can think big and can bring their dreams to life.


Senior Technical Recruiter

What kinds of technical challenges do you and your team face?

At Chewy, one of our operating principles is Accelerate Time. We release new features weekly, fail fast, and iterate often to bring incremental progress quickly to our Pet Parents. Our success is driven by a customer first mentality, a culture of collaboration, and empowering individuals and teams.


Associate Director, Product Management

How does the company support your career growth?

Chewy gives a significant amount of freedom and autonomy to do your best work. I am able to pursue the most important objectives, and work that I really enjoy. It’s an amazing feeling to see your hard work pay off immediately and have a positive impact on the team—and something that makes life at Chewy really unique!


Human Resources Business Partner

How do you make yourself accessible to the rest of the team?

Aside from the standard 1x1s and team meetings: 24/7 via text, email, chat, voice and during business hours by walking around the office engaging in conversation, listening to current challenges and proposed solutions.


VP, Software Engineering

What projects are you most excited about?

Collaborating with so many different teams on a daily basis and seeing how we all come together to help pet parents find the products that they need for their pets.


Senior Integrated Marketing Manager

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