Sr. Program Manager - Voice of Clinic
Our Opportunity:
Chewy's mission is to be the most trusted and convenient online destination for pet parents and partners everywhere. We view pets (and pet parents) as family and are obsessed with meeting their needs and exceeding customer expectations through every interaction. Within Chewy, the Chewy Health team is focused on redefining how veterinarians and pet parents care for their pets and are on a multi-year journey to build a set of new pet parent and veterinarian facing services, delivered via our PracticeHub platform, making it easier to keep pets of all shapes and sizes leading healthy, happy lives.
As part of this mission, Chewy Health is currently seeking an experienced individual to fill our Sr. Program Manager, Voice of Clinic (VOC) position to join our Healthcare Services team based in Plantation, FL, Bellevue, WA, or Boston, Massachusetts. This role will lead the end-to-end VOC program across the clinic ecosystem. This role owns VOC strategy, execution, and cross-functional influence, translating clinic feedback into prioritized insights that directly inform product, operational, marketing and experience decisions. The ideal candidate demonstrates independent strategic ownership, advanced stakeholder influence, and using high-judgement and autonomy to identify opportunities to improve CX and internal processes. If you are passionate about driving customer excellence, join us in crafting the future of Chewy Health.
What You'll Do:
Program Strategy & Ownership
- Own the end-to-end Voice of Clinic program, ensuring VOC insights drive measurable improvements in clinic experience, retention, and operational outcomes.
- Independently formulate and execute VOC strategy, aligning short- and mid-term initiatives with Chewy Health priorities.
- Define VOC program roadmaps, success metrics, and operating mechanisms that scale with clinic growth and complexity.
Cross-Functional Leadership & Influence
- Act as a strategic partner to Product, Operations, CX, Analytics, and Clinic Leadership, influencing priorities through data-backed insights.
- Lead high-impact initiatives such as customer retention and clinic sentiment analysis, navigating tradeoffs across competing priorities.
- Translate VOC insights into clear, compelling narratives for Director+ audiences, including written documents and executive readouts.
Data-Driven Decision Making
- Establish and monitor key VOC success metrics, ensuring transparency, accountability, and continuous improvement.
- Synthesize qualitative and quantitative data into actionable insights that shape planning, roadmap decisions, and operational changes.
- Proactively identify risks, trends, and emerging issues, communicating implications and recommendations before they escalate.
Problem Solving & Execution in Ambiguity
- Lead initiatives in ambiguous, open-ended problem spaces, defining structure, prioritization frameworks, and execution plans.
- Balance speed and rigor by avoiding analysis paralysis while maintaining high standards for decision quality.
- Identify dependencies and constraints across programs and teams, proactively addressing blockers and resourcing needs.
Program Operations & Scale
- Drive process improvements and automation to increase VOC program efficiency and scalability.
- Identify opportunities to leverage existing tools, systems, and enterprise solutions to avoid duplication of effort.
- Measure ROI and program impact to inform investment decisions and long-term VOC strategy.
What You'll Need:
- Bachelor's degree with 7+ years of program or project management experience in a fast-paced, cross-functional environment.
- Demonstrated ability to independently own and deliver complex programs with broad organizational impact.
- Strong business and analytical acumen, with experience translating data into strategic recommendations.
- Proven ability to influence without authority, including senior stakeholders.
- Experience operationalizing programs across Product, Marketing, Analytics, Technology, and CX teams.
- Excellent written and verbal communication skills, including executive-level documentation and presentations.
- Ability to prioritize effectively, manage ambiguity, and adapt to evolving business needs.
- Experience with CRM and Survey tools (e.g., Salesforce, Qualtrics, Gainsight, Medallia, etc).
- Position may require travel
Bonus:
- 5+ years of program experience in Voice of Customer or related field with demonstrated ownership mentality
- MBA or Masters
- Proficiency with SQL, Lucidchart, or TeamGantt
The base salary range for this role is $118,500 - $207,000.
- 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.
Top Skills
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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