Senior Merchandising Operations Program Manager

Job Description:
Our Opportunity:
Chewy is seeking a Voice Programs and Experience Strategy Lead to join our Merchandising Operations organization. This role will lead the strategy for how we gather, interpret, and act on feedback across vendors, Category Managers, other internal users of the Chewy Partner Hub, and related support workflows. This person will help Chewy better understand who our users are, what they are trying to accomplish, where they experience friction, and how those pain points should inform product, process, enablement, and support decisions.
This is a highly strategic role for a builder who can create structure where it does not exist today. The right candidate will be able to design listening mechanisms, connect anecdotal feedback to operational and financial data, identify patterns across multiple channels, and turn those insights into compelling business cases that influence roadmaps and drive measurable change. This role is critical to improving vendor and user experience over time, increasing trust in our tools and support model, and helping Chewy prioritize the right investments for the greatest impact.
Our ideal candidate has strong business judgment, experience operating in ambiguity, and a passion for improving people's lives through better tools, workflows, and experiences. They are a strong communicator who earns trust quickly, sees connections others miss, and can translate feedback, data, observation, and context into a clear narrative that drives action.
What You'll Do:

• Own the strategy for voice programs and experience improvement across vendors, Category Managers, other internal users of the Chewy Partner Hub, and related workflows.
• Design and scale feedback mechanisms across multiple channels, including surveys, interviews, roundtables, workflow reviews, targeted module feedback, ticket-response analysis, and other structured listening channels.
• Build and maintain a centralized feedback-to-action process that consolidates insights across channels, identifies recurring themes, routes issues to the right partner teams, and tracks action through completion.
• Translate qualitative and quantitative inputs into clear business problem statements, impact statements, desired outcomes, and prioritized recommendations for Product, Operations, Enablement, and other cross-functional teams.
• Partner with Product and related stakeholders to influence roadmap prioritization by connecting user pain points to operational, adoption, financial, and experience data.
• Develop practical frameworks for vendor types, user types, and key workflows so feedback can be interpreted in the right context and prioritization can be based on user impact, not only dollar value.
• Identify where pain points should be addressed through product changes, process redesign, training, help content, support model changes, or other interventions - then partner with the right teams to make those recommendations reality
• Build business cases and impact models that connect sentiment improvements and workflow improvements to measurable outcomes such as time savings, cost avoidance, adoption gains, stronger vendor engagement, and downstream commercial benefit.
• Assess the current end-to-end experience for vendors and internal users within the Chewy Partner Hub and related workflows, identify breakdowns and opportunities, and make data-backed recommendations for improvement.
• Define the strategy for vendor-facing help content and support content, including identifying what information users need, where it should live, and what tooling or platform is required to support it in partnership with Product and Enablement.
• Use trade shows, field engagement, and direct user interaction as opportunities to deepen understanding of vendor segments, category-specific needs, and experience gaps.
• Partner closely with Product, Vendor Experience Operations, Enablement, Analytics, and business stakeholders to ensure agreed actions are progressing and outcomes are reviewed after launch or process change.

What You'll Need:

• 6+ years of business experience in ecommerce, retail, product management, program management, user experience, vendor management, or a related field.
• 2+ years of experience as a Product Manager, UX researcher, Program Manager, ecommerce vendor, or in a comparable role requiring customer insight generation and cross-functional influence.
• Strong business acumen and proven ability to connect user feedback to business outcomes, operational metrics, and prioritization decisions.
• Experience gathering and synthesizing feedback through multiple mechanisms, including surveys, interviews, workshops, operational reviews, or similar methods.
• Demonstrated ability to turn ambiguous inputs into clear insights, structured recommendations, and action plans.
• Strong strategic and analytical skills, including the ability to connect data, anecdote, observation, and business context into a compelling narrative.
• Excellent written and verbal communication skills, with the ability to build trust and influence cross-functional stakeholders at multiple levels.
• Proven ability to operate effectively in ambiguous environments, identify the highest-impact opportunities, and create structure where processes do not yet exist.
• Experience influencing product, process, or support decisions without direct authority.
• Passion for improving user experience and simplifying complex workflows for customers and internal teams.
• Creative thinker with the ability to connect dots in ways others may not, uncover hidden impact areas, and drive meaningful change.
• Bachelor's degree required.

The base salary range for this role is $129,500 - $207,000.00.

• 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].
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