The Chewy Fulfillment Center IT team is seeking an experienced Sr. Program Manager, FC IT, to join the pack in Phoenix, AZ! Are you passionate about enabling customers to conceptualize and implement innovative technology initiatives? Do you love finding opportunities for continuous improvement to help organizations scale? In this role, you are responsible for multiple programs implementing and supporting products and technologies that will handle the growing business needs and play a key role in redefining what it means to be an extraordinary eCommerce organization. The ideal candidate is a collaborative leader with extensive IT infrastructure, warehouse automation, program management, and continuous improvement initiatives. They effectively work backward from the customer (both external and internal) and build scalable and durable solutions. They are comfortable taking care of ambiguity and complexity and have the collaborative aim to lead multi-functional teams.
Collaborating with the Director of IT Service Delivery, you will be responsible for leading strategic, tactical, multi-functional, and technology initiatives across Fulfillment Centers, focusing on new site deployments, retrofits, expansions, hardware lifecycle management, and the FC IT Engineering portfolio. This role entails full ownership of projects from initial scoping and project planning to process development, execution, and communication of progress, risks, and changes to senior leadership. Success in this role requires strong multi-functional collaboration, project management expertise, and the ability to communicate effectively with executive partners. You will partner with customers, engineers, collaborators, and support teams to prioritize work that aligns with business objectives and technical constraints. A key aspect of the role is strategically allocating engineering resources to improve backend quality and reduce technical debt. You will proactively identify and mitigate risks, call out when needed, and ensure project continuity. Additionally, you will define and track metrics to measure team performance, customer satisfaction, solution quality, and operational excellence. A critical component of the role involves aligning the IT strategy and roadmap for Fulfillment Centers with the evolving needs and goals of local Operations teams.
What you will do:
- Scope, plan, and lead execution of complex projects and programs, including process development, cross-team coordination, and communication of status, risks, and changes to senior leadership.
- Define program vision, objectives, and key tenets; analyze data to drive measurable improvements aligned with strategic goals.
- Partner with internal and external stakeholders-including customers, product teams, and operations-to prioritize initiatives and ensure alignment with product roadmaps and FC IT deployment plans.
- Identify and close gaps across teams, systems, and processes to prevent common failure modes (e.g., unclear requirements, poor collaboration, security oversights).
- Proactively identify, assess, and mitigate risks before they intensify, and solve sophisticated, ambiguous problems with clear resolution strategies.
- Develop and govern critical metric reporting across the program portfolio, ensuring awareness of turning points, performance, and operational health.
- Source, allocate, and coordinate resources across teams to support the successful delivery of programs.
- Maintain governance of FC IT goals, including tracking progress, preparing business reviews, and facilitating monthly and quarterly customer updates.
- Represent FC IT on the Change Advisory Board (CAB) to evaluate risk from system changes and supervise patching and security release quality assurance.
- Lead forecasting, budgeting, and scheduling for network device lifecycle management and related infrastructure initiatives.
What You Will Need:
- Bachelor's degree in computer science, Information Technology, Engineering, Data Science, or related technical field.
- 10+ years of experience in IT program management, with a solid focus on infrastructure, logistics technology, operations systems, supply chain platforms, transportation technologies, or other enterprise IT domains supporting large-scale, multi-functional environments.
- Validated experience leading large-scale, multi-functional programs-from strategy and design to implementation and optimization.
- Strong analytical skills, including experience with data mining, data analysis, and using metrics to drive continuous improvement.
- Ability to distill sophisticated concepts and communicate effectively across various levels of leadership and technical audiences.
- Demonstrated success in handling vendor relationships and contracts and resolving service issues.
- Proficiency in Microsoft Excel and other relevant tools for program tracking and analysis.
- Physical ability to stand or walk for extended periods (10-12 hours/day), as needed in fulfillment or operations environments.
- Willingness to work flexible shifts and scheduling, including nights, weekends, and holidays.
- Experience working in time-commitment environment.
- Ability to travel up to 25% of the time.
Preferred Skills:
- PMP, Six Sigma, or equivalent project/process management certification.
- Experience leading Kaizen or other continuous improvement initiatives to enhance operational efficiency.
- Proficiency with project management tools such as Jira, MS Project, and Smartsheet.
- Hands-on experience with Motorola/Zebra RF units (e.g., MC9190, VC6090, WT41N0) and expertise in RF technologies and Mobile Device Management (MDM).
- Confirmed ability to lead third-party hardware and software vendors and service providers.
- Familiarity with ITIL, Agile, and project management frameworks.
- Experience with data visualization tools such as Tableau.
- Background in e-commerce, retail, or startup environments is a plus!
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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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.
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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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