The Senior Program Manager, CC (Customer Care) Programs is responsible for leading high-impact initiatives that enhance the internal and external customer and team member experience while enabling seamless operational execution. This role drives the strategic pipeline of initiatives across business areas and serves as a single-threaded leader, ensuring coordination, visibility, and progress within the program you own. You will collaborate closely with senior leaders both within and beyond Customer Care and cross-functional partners to deliver scalable solutions, optimize internal workflows, and improve the effectiveness of core processes.
The ideal candidate excels at Operating in the details helping Chewy shape the future by demonstrating exceptional analytical skills to drive decisions, prioritizing initiatives, and translate insights into action. Strong written and verbal communication skills are essential, as this role interfaces directly with executive leadership and owns initiative prioritization. A successful Senior Program Manager is passionate about simplifying complexity, elevating team member experience, and delivering results through cross-functional influence and rigorous execution. The role provides broad exposure to Chewy's strategy and operations, offering an opportunity to shape the future and scale internal excellence across the organization.
What you'll do
- Partner directly with senior leadership to influence, prioritize, and deliver initiatives.
- Program manage cross-functional initiatives, ensuring alignment, ownership, and timely delivery.
- Lead recurring business reviews to showcase progress, surface risks, and share insights using data to represent your performance.
- Establish KPIs and operational targets, building roadmaps that provide accountability and clearly measure success.
- Leverage subject matter expertise and operational insights to influence decision-making, enhance collaboration, and align to shared goals.
- Establish credibility as a trusted partner by providing valuable insights and data-driven recommendations that support continuous improvement.
- Collaborate with engineering and operations teams to identify process bottlenecks and implement data-informed solutions that drive efficiency.
- Champion a Lean mindset, mentoring others and modeling a culture of continuous improvement.
- Partner with technical teams to ensure Customer Care readiness for Product Launches
- Design and implement inspection mechanisms, automation, and reporting tools that support long-term scalability and self-service capabilities.
- Build and maintain mechanisms for ongoing inspection and health of the processes within your program.
- Think creatively and strategically to develop scalable solutions that align with Chewy's growth, while maintaining a strong focus on internal customer experience, and cost-effectiveness.
What you'll need
- Bachelor's degree or equivalent experience.
- Experience managing technical or data-driven projects involving cross-functional coordination.
- Proven track record of delivering large-scale initiatives within tight timelines and shifting priorities.
- Exceptional written and verbal communication skills, with the ability to synthesize data into actionable insights and executive-ready narratives.
- Strong analytical and problem-solving capabilities, including statistical analysis and root cause identification.
- Excellent program and project management skills, with a focus on clarity, ownership, and follow-through.
- Demonstrated ability to drive change through influence, build consensus across stakeholders, and deliver results.
- Confidence in communicating at all levels of the organization, from engineers to senior executives.
- Ability to manage ambiguity, balance competing priorities, and thrive in a fast-paced environment
Preferred Qualifications
- Experience in Customer Experience (CX), Customer Care, Product Management, Operations Strategy, Consulting, or Business Transformation.
- Experience working with customer journey analytics, Voice of Customer programs, or defect elimination initiatives.
- Experience partnering with Product, Engineering, and Analytics teams.
- Familiarity with experimentation, benefit realization, operational metrics, and business impact measurement.
- Experience leading strategic initiatives that span multiple teams, organizations, or business functions.
- Proficiency with SQL, Snowflake, and other analytical tools, with the ability to independently analyze large datasets and develop data-driven recommendations.
The base salary range for this role is $124,500 - $199,000.00.
- 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
- Experience managing technical or data-driven projects involving cross-functional coordination
- Track record of delivering large-scale initiatives within tight timelines and shifting priorities
- Exceptional written and verbal communication skills, including synthesizing data into actionable insights and executive-ready narratives
- Strong analytical and problem-solving capabilities, including statistical analysis and root cause identification
- Excellent program and project management skills with clarity, ownership, and follow-through
- Ability to drive change through influence, build stakeholder consensus, and deliver results
- Confidence communicating with engineers through senior executives
- Ability to manage ambiguity, balance competing priorities, and thrive in a fast-paced environment
- Experience in Customer Experience, Customer Care, Product Management, Operations Strategy, Consulting, or Business Transformation
- Experience with customer journey analytics, Voice of Customer programs, or defect elimination initiatives
- Experience partnering with Product, Engineering, and Analytics teams
- Familiarity with experimentation, benefit realization, operational metrics, and business impact measurement
- Experience leading strategic initiatives spanning multiple teams, organizations, or business functions
- Proficiency with SQL, Snowflake, and other analytical tools, including independently analyzing large datasets
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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Employees engage in a combination of remote and on-site work.
