Chewy is looking for a Senior Technical Program Manager to join our Customer Care Technology Team. This is a high-visibility role focusing on our 3rd party Customer Care Application stack which includes Oracle Service Cloud (OSvC), Genesys, and Salesforce. The ideal candidate will have a background in technical program management for software applications focused on innovation within customer service. You will be supporting two technical teams (focused on strategic work, and operational change) in their roadmap to bring the vision for our Next Generation Contact Center together. In support of your core teams you'll coordinate development across a wide range of supporting applications and will partner closely with the Customer Service Product team in executing on this vision.
What you'll do:
- Own the implementation, enhancement, and support for multiple Customer Service applications
- Be a strategic partner to define requirements which meet business needs
- Set priorities for the development team and maintain a development roadmap
- Coordinate with business stakeholders and continuously make sure your team is delivering according to the constantly growing needs of the business.
- Work with your engineering partners to resolve bottlenecks to help deliver final system deliverables.
- Coordinate activities across different organizational functions for initiatives
- Review and report on progress for initiatives and manage project risks - including the development of contingency plans
- Prepare weekly/monthly/quarterly reports for C-level visibility of the status of the roadmap projects.
- Own the final system deliverables and the overall roadmap for Agent Experience team.
- Measure, report and continuously improve the scrum team's effectiveness via product-ownership and coaching.
- Manage relationships with vendors, oversee all vendor engagements (including day-to-day support, service tickets and ad-hoc consulting services) for your area of responsibility.
- 5+ years of Technical Program Management experience
- Tech savvy, including knowledge of system integration, customer service technology, databases, and business intelligence
- Agile experience (Scrum Master, Product Owner)
- Ability to perform business requirements analysis and design
- Excellent communication and organization skills
- Capability to identify and mitigate development and implementation risks
- Bachelor's degree in Computer Science, Operations Management or Business Administration
- Position may require occasional travel
- Experience with building customer service, retail, or ecommerce solutions.
- Exceptional customer service skills, follows up with clients and team members, and takes initiative to anticipate and solve problems.
- Experience with CI/CD processes and release management
- Professional Product Owner Certification
- Oracle Service Cloud, Salesforce, or Genesys certification
- Experience leading large-scale customer service programs
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.
We offer different types of insurance, 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.
Salaried-exempt 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.
Base Salary Range
$107,000-$199,000 USD
Chewy is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members. 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].
If you have a question regarding your application, please contact [email protected].
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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. 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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