Chewy
At Chewy, our mission is to be the most trusted and convenient destination for pet parents and partners, everywhere.
Hybrid

Oracle Service Cloud Administrator / Program Manager

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Our Opportunity: 

Chewy’s mission is to be the most trusted and convenient online destination for pet parents and partners everywhere. We view pets (and pet parents) as family, and we are obsessed with meeting their needs and exceeding customer expectations through every interaction. Within Chewy, the Chewy Health team is focused on redefining how vets and pet parents care for their pets. We are on a multi-year journey to build a new set of pet parent and veterinarian facing services that make it easier to keep pets of all shapes and sizes leading healthy, happy lives.  As part of this mission, Chewy Health is currently seeking an experienced individual to fill our Program Manager, Oracle Services role which will primarily support our Healthcare Services team.  This position will play a key role in helping define and deliver the product and program vision for Chewy’s Connect with a Vet service. 

The Program Manager will work closely with development, product, and business leadership delivering high impact 7-Star solutions for our internal and external customers. As the Program Manager, you will be responsible for managing the prioritization of your backlog, utilizing a data-driven approach to optimize delivery against business goals, collaborating with user interface design, requirements definition, research, communication, and launch efforts to deliver business value which will WOW our Chewy pet parents. 

What You’ll Do: 

  • Responsible for the improvement & development of internal veterinary facing tools that support our Connect with a Vet service, driving key metrics of veterinary-efficiency and customer NPS. 
  • Exhibit a strong sense of ownership, speed, and superior communication skills; be willing to roll up your sleeves to get the job done.
  • Have a passion for delivering best-in-class customer experiences for both external and internal customers.
  • Use Agile methodologies to deliver and iterate on new features at a fast pace.
  • Support product strategy, define user experiences understanding impact to both internal and external users, prioritize features, build consensus, and coordinate feature releases. 
  • Collaborating with customer-facing product and engineering teams, on launches of new experiences and services to update our veterinary tools. 
  • Working closely with front line support to ensure bugs are triaged and prioritized according to highest impact. Monitoring both system metrics and incident trends to identify gaps in the system that should be improved to improve stability and reduce future incidents. Advocating for broader cross-functional platform improvements where needed.
  • Communicating product strategy and status to key stakeholders across Chewy.

What You'll Need: 

  • 2+ years of Program Management and/or Project Management experience developing and rolling out customer facing technology solutions.
  • 2+ years of experience working with the Oracle Service Cloud Administration Console performing updates to profiles, business rules, workspace configurations, reporting and workflow management.
  • Experience of working in large scale technology driven customer service organization
  • Ability to think and perform both tactically and strategically
  • Strong interpersonal skills and a positive, people-oriented attitude
  • Passionate about customers and customer experience
  • Ability to multi-task and work well within a dynamic, fast-paced organization
  • Strong written and verbal communication skills, strong sense of ownership, urgency and drive
  • Position may require travel

Bonus: 

  • Familiarity with Excel, SQL, and A/B and/or multi-variate testing a plus
  • Experience with launching new technology products/services to veterinary clinics OR medical practices
  • Strong understanding of the overall pet care industry and recent trends
  • In depth experience and understanding of the veterinary profession in the US

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 HR at chewy dot com
To access Chewy’s Privacy Policy, which contains information regarding information collected from job applicants and how we use it, please click here: https://www.chewy.com/app/content/privacy).

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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!

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
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
Diversity
Dedicated diversity and inclusion staff
Highly diverse management team
Mandated unconscious bias training
Diversity employee resource groups
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 insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Performance bonus
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited vacation policy
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Pet friendly
Recreational clubs
Chewy sponsors office sports leagues year-round.
Relocation assistance
Professional Development Benefits
Job training & conferences
Lunch and learns
Cross-functional lunch and learns.
Promote from within
Mentorship program
Online course subscriptions available
Customized development tracks

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