Chewy is seeking a Senior Program Manager & Data Scientist, Voice of the Customer (VoC) to lead and drive one of our VoC program verticals. This hybrid role combines structured program management with deep analytical expertise. You will not only improve the customer experience through strategic partnerships, escalation handling, and executive communication, but also apply advanced statistical and data science methods to surface actionable insights!
As a critical advocate for our customers, you will identify, address, and prevent pain points by correlating insights across data sources, conducting regression and predictive analyses, and building robust dashboards in Tableau and other BI tools. This role is ideal for someone who thrives in a fast-paced, data-driven environment and is passionate about scaling solutions that improve customer satisfaction.
What You'll Do
- Lead customer experience initiatives: Drive cross-functional programs aligned with company goals and rooted in measurable outcomes.
- Map customer journeys: Identify key touchpoints and implement data-informed feedback mechanisms to optimize satisfaction.
- Apply advanced analytics: Use regression, clustering, and predictive modeling to uncover key drivers of customer behavior and pain points.
- Build scalable dashboards: Develop and maintain Tableau and BI dashboards that deliver real-time transparency into customer experience metrics, defect trends, and sentiment drivers.
- Correlate insights: Integrate structured feedback, unstructured NLP sentiment, and operational data to build a comprehensive view of the customer experience.
- Perform experimentation & testing: Develop and analyze A/B tests and other experimental frameworks to measure the impact of customer experience initiatives.
- Manage escalations with analytics: Conduct root cause analysis (RCA), quantify impact, and deliver data-backed recommendations to leadership.
- Leverage data science tools: Use SQL, Python/R, and statistical libraries to analyze large-scale datasets, automate reporting, and build predictive models.
- Communicate effectively: Translate complex analyses into clear, compelling narratives for executives and stakeholders.
- Foster a customer-first culture: Educate teams on VoC and data-driven best practices, promoting accountability and continuous improvement.
- Drive process improvements: Partner with product, technology, and operations teams to identify bottlenecks and build scalable, measurable solutions.
- Travel occasionally (10-15%) to Chewy sites as needed.
What You'll Need
- 6+ years of experience in program/project management and/or customer analytics, with direct VoC program experience preferred.
- Strong background in data science, statistics, or analytics, with hands-on experience applying regression, clustering, and machine learning techniques.
- Bachelor's or Master's degree in a related field (Data Science, Statistics, Computer Science, Business Analytics, or similar).
- Proficiency in SQL and one or more analytical programming languages (Python, R, etc.).
- Expertise with Tableau and other BI/data visualization tools.
- Experience with Experience Management Platforms (e.g., Qualtrics, Medallia).
- Strong communication skills, able to simplify complex analyses for executive audiences.
- Proven ability to manage multiple competing priorities in a fast-paced, data-driven environment.
- Experience designing and analyzing A/B or multivariate tests.
- Strong problem-solving skills, with the ability to connect disparate data sources and derive actionable insights.
- Familiarity with NLP techniques for sentiment and text analysis 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 the Team is Saying
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.
Why Work With Us
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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Employees engage in a combination of remote and on-site work.
