Our Opportunity:
The Senior Program Manager, Customer Care (CC) Programs leads strategic initiatives that improve how our teams work and how we serve customers. In this role, you'll own a value stream, drive cross-functional alignment, and help simplify complex processes to improve both the team member and customer experience.
You'll collaborate with senior leaders across Chewy to deliver scalable solutions, optimize workflows, and influence how we operate. This role is ideal for someone who enjoys solving big, complex problems while staying connected to the day-to-day experience of the people doing the work. If you're passionate about continuous improvement, operational excellence, and making a meaningful impact, this is your opportunity to help shape the future of Customer Care at Chewy.
What you'll do
- Partner directly with senior leadership to influence, prioritize, and deliver initiatives across your value stream.
- Program manage cross-functional initiatives, ensuring alignment, ownership, and timely delivery.
- Lead recurring business reviews to showcase progress, surface risks, and share insights using data to represent your value stream's performance.
- Establish critical metrics and operational targets, building roadmaps that provide accountability and clearly measure success.
- Leverage subject matter expertise and operational insights to influence decision-making, enhance collaboration, and align to shared goals.
- Establish credibility as a trusted partner by providing valuable insights and data-driven recommendations that support continuous improvement.
- Collaborate with engineering and operations teams to identify process bottlenecks and implement data-informed solutions that drive efficiency.
- Champion a Lean approach, mentoring others and modeling a culture of continuous improvement.
- Partner with technical teams to ensure Customer Care readiness for Product Launches
- Design and implement inspection mechanisms, automation, and reporting tools that support long-term scalability and self-service capabilities.
- Build and maintain mechanisms for ongoing inspection and health of the processes within your value stream.
- Think creatively and strategically to develop scalable solutions that align with Chewy's growth, while maintaining a strong focus on internal customer experience, operational safety, and cost-effectiveness.
What you'll need
- Bachelor's degree in a related field (e.g., Technical, Business, Operations, or Management); advanced degree or certifications a plus.
- Six Sigma Black Belt certification preferred.
- Experience managing technical or data-driven projects involving cross-functional coordination.
- Proven track record of delivering large-scale initiatives within tight timelines and shifting priorities.
- Exceptional written and verbal communication skills, with the ability to synthesize data into actionable insights and executive-ready narratives.
- Strong analytical and problem-solving capabilities, including statistical analysis and root cause identification.
- Excellent program and project management skills, with a focus on clarity, ownership, and follow-through.
- Demonstrated ability to lead change through influence, build consensus across stakeholders, and deliver results.
- Confidence in communicating at all levels of the organization-from engineers to senior executives.
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].
To access Chewy's California CPRA Job Applicant Privacy Policy, please click here.
What the Team is Saying
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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Chewy Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
