Chewy is looking for an experienced Sr Technical Program Manager for Customer Care Data to join our Customer Care Solutions team! As the TPM, you'll orchestrate complex, cross-functional programs that turn data into measurable business outcomes. You are the connection between data science, engineering, product, operations, and vendor partners. You'll drive clarity of requirements, align stakeholders, establish execution cadences, communicate status, manage risk and dependencies, and unblock teams to deliver. The role will lead, coordinate, support build, and rollout of tools that (1) transform Voice of the Customer (VoC) data into actionable insights that shape product strategy, (2) streamline the customer experience via upstream defect elimination, (3) deliver self-serve tools and visualizations that improve on quality, and (4) operationalize the tooling stack, including infrastructure migrations, for reliability, scalability, and cost efficiency.
What You'll Do:
- Own the end-to-end program plan, agreeing on goals, scope, timelines, and dependencies across data science, engineering, product, operations, and business stakeholders.
- Run the operating cadence: weekly workstreams, cross-team standups, dependency reviews, risk/issue triage, and executive readouts.
- Maintain a single source of truth for roadmap, milestones, RAID log, decisions, and status; ensure transparent communication and expectation setting.
- Drive structured intake and prioritization; translate business outcomes into clear requirements, success criteria, and acceptance tests.
- Define and maintain RACI and DRIs; manage change control to protect scope and timelines while staying responsive to evolving needs.
- Partner with legal, security, and data governance to meet compliance and privacy requirements.
- Build critical path plans and actively manage risks, mitigations, and unblockers; advance with crisp options and impact.
- Define quality gates, SLAs, and definitions of ready/done; ensure instrumentation for reliability, cost, and performance.
- Coordinate launches, enablement, and adoption plans in partnership with operations and analytics teams.
- Lead the planning and delivery of Insight Generator, including data feeds, model lifecycle, evaluation benchmarks, and UI/BI integrations.
- Coordinate integrations with Snowflake, dbt Cloud, Tableau/Plotly, and downstream applications; partner on real-time and batch use cases.
- Establish measurable outcomes such as contact reduction, defect detection, agent efficiency, and experience uplift; report on OKRs and ROI.
- Use data to inform trade-offs, track value, and guide iteration; ensure telemetry, dashboards, and A/B or backtesting where applicable.
- Advocate for data quality, lineage, documentation, and cost stewardship across the stack.
- Manage external partners where relevant, including transcription/NLP providers and contact-center platforms; align contracts, SOWs, and SLAs with program milestones.
What You'll Need:
- 7+ years in technical program management or equivalent, with at least 3 years leading multi-team data, analytics, or ML programs.
- Demonstrated strength in stakeholder management, executive-level communication, and building clear comms artifacts and status updates.
- Proven delivery using program management tools and methods: roadmapping, PI planning, RAID logs, RACI, critical path, dependency and risk management, change control.
- Ability to translate business outcomes into requirements and success measures; strong analytical problem-solving skills.
- Experience with modern data and analytics stacks such as Snowflake, dbt Cloud, BI tools (Tableau, ThoughtSpot, Sigma), and data pipelines on AWS (e.g., Glue); familiarity with ML lifecycle and evaluation practices.
- Hands-on competence with Jira/Confluence and diagramming tools; comfort reading technical specs and discussing architecture and trade-offs.
Bonus:
- Background with contact-center platforms or customer interaction data; familiarity with transcription, NLP, or real-time streaming.
- Bachelor's or Master's in a quantitative or technical field.
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 Customer Privacy Policy, please click here.
To access Chewy's California CPRA Job Applicant Privacy Policy, please click here.
Top Skills
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.
Gallery
Chewy Teams
Chewy Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
