Your Opportunity
Chewy is seeking a Senior Program Manager to join the Customer Care Defect Elimination (CCDE) team within Customer Care Solutions!
Customer Care Defect Elimination is responsible for identifying and eliminating sources of customer friction that create unnecessary effort, suppress revenue, increase cost, or erode trust. As a Senior Program Manager, you will own a portfolio of customer improvement initiatives within a major customer journey such as Autoship, Payments & Authorization, Delivery Experience, Promotions, Healthcare, or other emerging business areas.
In this role, you will partner across Product, Engineering, Analytics, Operations, and Business teams to identify customer problems, develop business cases, influence prioritization decisions, and deliver measurable customer and business outcomes. The ideal candidate combines strong program management fundamentals with strategic thinking, analytical rigor, and a passion for improving customer experience.
What You'll Do
- Own a portfolio of customer experience and defect elimination initiatives within a major customer journey.
- Identify customer friction through data analysis, Voice of Customer insights, operational feedback, customer research, and journey reviews.
- Develop business cases and opportunity sizing to quantify customer, operational, and financial impact.
- Influence Product, Engineering, Operations, and Business stakeholders to prioritize customer improvement opportunities.
- Lead cross-functional initiatives from strategy through execution and benefit realization.
- Define success metrics, track performance, and communicate progress, risks, and recommendations to stakeholders and leadership.
- Partner with Analytics, Voice of Customer, Quality, and Customer Care Operations teams to identify and deliver meaningful customer improvements.
- Author leadership-ready documents, business cases, and recommendations that support strategic decision-making.
What You'll Need
- Bachelor's degree or equivalent experience.
- 6+ years of program management, strategy, consulting, customer experience, business operations, or related experience.
- Experience leading complex cross-functional initiatives from strategy through execution.
- Strong analytical skills and the ability to translate data into actionable business insights.
- Experience developing business cases and quantifying customer, operational, and financial impact.
- Ability to influence stakeholders across multiple organizations without direct authority.
- Excellent written and verbal communication skills.
- Strong problem-solving skills, business judgment, and customer obsession.
- Ability to manage ambiguity, balance competing priorities, and thrive in a fast-paced environment.
Preferred Qualifications
- Experience in Customer Experience (CX), Customer Care, Product Management, Operations Strategy, Consulting, or Business Transformation.
- Experience working with customer journey analytics, Voice of Customer programs, or defect elimination initiatives.
- Experience partnering with Product, Engineering, and Analytics teams.
- Familiarity with experimentation, benefit realization, operational metrics, and business impact measurement.
- Experience leading strategic initiatives that span multiple teams, organizations, or business functions.
- Proficiency with SQL, Snowflake, and other analytical tools, with the ability to independently analyze large datasets and develop data-driven recommendations.
What You'll Get
- A place where you can be your authentic self and grow your career. Our pet parents and partners are from everywhere-different places and different walks of life. It is what makes them unique. Likewise, Chewtopians are encouraged to bring their perspectives to deliver on our mission.
- Work in a culture that cares, with managers who value you and your career journey. Be empowered to think big, thrive on delivering results, and become your best.
- Development of meaningful connections with a diverse group of Chewtopians through Team Member Resource Groups and celebrate inclusivity with various company events, programs, and activities.
- Comprehensive medical, dental, vision benefits, in addition to wellness programs and resources, enabling you to be your best self in and outside of work.
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.
Skills Required
- Bachelor's degree or equivalent experience.
- 6+ years of program management, strategy, consulting, customer experience, business operations, or related experience.
- Experience leading complex cross-functional initiatives from strategy through execution.
- Strong analytical skills and ability to translate data into actionable business insights.
- Experience developing business cases and quantifying customer, operational, and financial impact.
- Ability to influence stakeholders across multiple organizations without direct authority.
- Excellent written and verbal communication skills.
- Strong problem-solving skills, business judgment, and customer obsession.
- Ability to manage ambiguity, balance competing priorities, and thrive in a fast-paced environment.
- Experience in Customer Experience, Customer Care, Product Management, Operations Strategy, Consulting, or Business Transformation.
- Experience working with customer journey analytics, Voice of Customer programs, or defect elimination initiatives.
- Experience partnering with Product, Engineering, and Analytics teams.
- Familiarity with experimentation, benefit realization, operational metrics, and business impact measurement.
- Experience leading strategic initiatives that span multiple teams, organizations, or business functions.
- Proficiency with SQL, Snowflake, and other analytical tools, with ability to independently analyze large datasets.
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. 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
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Hybrid Workspace
Employees engage in a combination of remote and on-site work.
