Our Opportunity:
At Chewy, we're transforming how Team Members access HR services through intelligent self-service, AI-powered experiences, and trusted knowledge. The Senior HR Knowledge Product Manager partners with HR Product, Engineering, and HR Centers of Excellence to develop and continuously improve the HR knowledge management program that powers digital employee experiences.
This role leads strategic initiatives that improve the quality, discoverability, governance, and effectiveness of HR knowledge across self-service channels. Working within the broader HR product strategy, the role defines priorities for knowledge capabilities, establishes content standards and governance practices, and partners with stakeholders to implement scalable solutions that improve the Team Member experience.
The Senior HR Knowledge Product Manager serves as the functional expert for knowledge management, partnering with senior leaders and translating business needs into product and platform improvements while enabling HR content owners to deliver consistent, accurate, effective, and AI-ready knowledge.
What You'll Do:
- Lead the execution and continuous improvement of the HR knowledge management roadmap in partnership with HR Product leadership
- Develop and maintain governance standards, content guidelines, metadata practices, taxonomy, and lifecycle processes that improve knowledge quality and consistency
- Partner with HR Centers of Excellence, Product, Engineering, Legal, Compliance, and Communications to implement knowledge management capabilities and improve employee self-service experiences
- Translate business requirements into platform enhancements, workflows, search improvements, virtual agent capabilities, and AI-enabled knowledge solutions
- Establish and monitor operational metrics, including knowledge health, search effectiveness, content quality, self-service resolution, and user satisfaction
- Analyze knowledge performance data, identify opportunities for improvement, and recommend enhancements that increase content effectiveness and usability
- Lead knowledge audits, content rationalization, and migration efforts to improve governance, organization, and overall knowledge quality
- Develop templates, playbooks, and training materials that enable HR content owners to consistently create high-quality, reusable, and AI-ready knowledge
- Facilitate governance meetings and working sessions to align stakeholders on priorities, standards, and implementation plans
- Stay current on knowledge management, digital employee experience, enterprise search, and generative AI best practices, recommending practical improvements to HR products and services
- Provide subject matter expertise for ServiceNow Knowledge Management and related HR knowledge technologies
What You'll Bring:
- Bachelor's degree in Information Science, Communications, Human Resources, Business, Technology, or a related field, or equivalent experience
- 5+ years of experience in knowledge management, content strategy, digital employee experience, product management, or related disciplines
- Experience leading complex cross-functional initiatives involving knowledge management, governance, content operations, or employee experience technologies
- Experience developing content standards, governance practices, metadata, taxonomy, workflows, or lifecycle management processes
- Working knowledge of enterprise knowledge platforms, content management systems, search technologies, analytics, APIs, and generative AI concepts
- Experience partnering with Product Management and Engineering teams to define requirements, prioritize enhancements, and support implementation
- Strong analytical skills with experience using operational metrics and customer feedback to improve digital experience
- Excellent communication, facilitation, and stakeholder management skills with the ability to influence without direct authority
- Experience supporting AI-enabled employee experiences or enterprise search initiatives
- Experience with ServiceNow Knowledge Management or Employee Center is preferred
- Familiarity with HR technology and service delivery environments is preferred
Success Profile:
Success in this role is demonstrated by:
- Improving the quality and consistency of HR knowledge
- Delivering roadmap initiatives that enhance employee self-service
- Increasing search success and knowledge utilization
- Successfully implementing governance and content standards across HR
- Enabling HR content owners through effective tools, templates, and training
- Building strong partnerships that improve digital employee experiences
#LI-SS4
#LI-Hybrid
The base salary range for this role is $141,000 - $225,000.00.
- 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 in Information Science, Communications, Human Resources, Business, Technology, or a related field, or equivalent experience
- 5+ years of experience in knowledge management, content strategy, digital employee experience, product management, or related disciplines
- Experience leading complex cross-functional initiatives involving knowledge management, governance, content operations, or employee experience technologies
- Experience developing content standards, governance practices, metadata, taxonomy, workflows, or lifecycle management processes
- Working knowledge of enterprise knowledge platforms, content management systems, search technologies, analytics, APIs, and generative AI concepts
- Experience partnering with Product Management and Engineering teams to define requirements, prioritize enhancements, and support implementation
- Strong analytical skills with experience using operational metrics and customer feedback to improve digital experience
- Excellent communication, facilitation, and stakeholder management skills with the ability to influence without direct authority
- Experience supporting AI-enabled employee experiences or enterprise search initiatives
- Experience with ServiceNow Knowledge Management or Employee Center
- Familiarity with HR technology and service delivery environments
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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Chewy Teams
Chewy Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
