Our Opportunity
Are you passionate about defining the future of customer care through technology? Do you thrive in ambiguous, technically complex environments where customer experience, business strategy, data, and platform architecture intersect? If so, join Chewy's Customer Care Product & Engineering (CCPE) team as a Staff Technical Product Manager and help shape the next generation of customer care.
At Chewy CCPE, we deeply understand the experiences of both customers and customer care team members and build the products and platforms that power our industry-leading customer care experience. Our goal is to create intelligent, scalable, reliable, and seamless solutions that foster trust, improve efficiency, and enable long-term growth.
As a Staff Technical Product Manager, you will set the product vision for a large customer care platform. You will bring clarity to ambiguous technical problem spaces, connect technical investments to customer and business outcomes, and anticipate the foundational capabilities needed to support future scale.
You will work largely autonomously while partnering with Engineering, Architecture, Design, Data Science, Analytics, Operations, and business leaders. Through deep technical expertise and influential product leadership, you will shape roadmaps, architectural decisions, investment priorities, and operating mechanisms across organizational boundaries.
What You'll Do
- Set the vision for a large system or platform: Define and champion the long-term product vision for a substantial customer care product with an interconnected set of sytems. Bring clarity to ambiguous technical opportunities and ensure the strategy supports evolving customer, agent, business, and platform needs.
- Own product strategy and roadmaps: Lead the development and authorship of your area's product strategy, including its contribution to Chewy's three-year planning. Build and own annual and multi-quarter roadmaps that connect technical investments to broader portfolio and enterprise priorities.
- Make high-leverage product investments: Identify opportunities where shared platforms, foundational capabilities, AI, automation, or data products can unlock value across multiple teams. Develop bespoke prioritization frameworks and make explicit tradeoffs among customer value, business impact, scalability, technical debt, risk, and delivery constraints.
- Anticipate scale and platform needs: Proactively identify future capacity, performance, reliability, security, observability, data-quality, and extensibility requirements. Scope foundational work before immediate demand emerges and ensure near-term decisions support long-term platform success.
- Shape technical direction across domains: Partner with senior engineers, architects, data scientists, and machine learning experts to establish technical direction across interconnected domains. Influence architecture and design patterns that align with product strategy, system performance, and long-term maintainability.
- Improve platform coherence: Identify opportunities to consolidate systems, reduce unnecessary complexity, improve reuse, and strengthen shared capabilities. Guide build-versus-buy decisions and contribute to organizational standards for platform selection, integration, monitoring, and support.
- Guide architectural tradeoffs: Make product-scope decisions informed by system architecture, technical dependencies, technical debt, and organizational risk. Thread architectural decisions across upstream and downstream systems and ensure teams understand their broader platform implications.
- Lead customer-centric innovation: Guide teams toward customer- and agent-centered innovation across technical domains. Use evolving customer behavior, operational insights, market trends, and system data to identify opportunities for personalization, intelligent automation, and data-driven improvement.
- Connect technology to business results: Establish a clear connection between technical investments and outcomes such as customer satisfaction, agent effectiveness, resolution quality, operational efficiency, reliability, and business growth. Define product, platform, and model-health metrics that demonstrate realized value.
- Advance AI- and ML-enabled customer care: Identify, evaluate, and scale AI, machine learning, and automation capabilities that improve customer interactions and agent workflows. Partner with technical teams to define model inputs and outputs, performance requirements, failure modes, monitoring, representative test data, and human oversight.
- Align stakeholders across the organization: Serve as connective tissue between business and technical teams. Identify and engage the right stakeholders, manage competing priorities, balance departmental objectives with broader organizational goals, and build alignment around platform-level investments.
- Influence senior and executive leaders: Communicate crisp, data-driven product narratives to audiences ranging from technical teams to executive leadership. Anticipate questions, welcome productive debate, surface tradeoffs, and influence investment in shared systems and technical foundations.
What You'll Need
- Bachelor's degree in Computer Science, Engineering, Mathematics, Statistics, Business, or another relevant technical or quantitative discipline, or equivalent practical experience.
- 8+ years of product management, technical product management, or comparable experience delivering technically complex products, platforms, or data-intensive systems.
- Demonstrated success owning the strategy and roadmap for a substantial product, platform, or interconnected set of products with broad organizational impact.
- Deep understanding of system architecture, APIs, databases, data structures, distributed systems, integrations, and performance tradeoffs.
- Experience partnering with senior engineers, architects, data scientists, or machine learning experts to shape scalable technical solutions and influence architectural decisions.
- Experience with AI, machine learning, automation, or data-intensive products, including familiarity with model performance, deployment considerations, monitoring, representative testing datasets, and failure modes.
- Strong systems thinking, with the ability to connect decisions across upstream and downstream systems, identify platform-level risks, and balance immediate delivery with foundational investment.
- Demonstrated ability to lead through influence across organizational boundaries and build alignment among senior technical, business, and executive stakeholders.
- Proven ability to structure ambiguous, high-risk problem spaces and create decision frameworks where requirements, ownership, or technical direction are not yet defined.
- Strong analytical capabilities, including experience analyzing large datasets, defining product and technical KPIs, designing and interpreting experiments, and translating evidence into product decisions.
- Experience defining robust testing strategies, including automated testing, manual testing, user acceptance testing, and representative or golden datasets for AI and ML solutions.
- Exceptional written and verbal communication skills, including the ability to explain complex models, algorithms, system architectures, and technical tradeoffs to both technical and non-technical audiences.
- Experience developing clear technical product documentation, including product strategies, roadmaps, system requirements, API specifications, model inputs and outputs, data formats, performance expectations, edge cases, testing plans, KPIs, and failure modes.
- A record of mentoring product managers, advancing product-management practices, or serving as a subject-matter expert in a technically complex domain.
The base salary range for this role is $166,000 - $265,000.00.
- 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 in Computer Science, Engineering, Mathematics, Statistics, Business, another relevant technical or quantitative discipline, or equivalent practical experience
- 8+ years of product management, technical product management, or comparable experience delivering technically complex products, platforms, or data-intensive systems
- Experience owning strategy and roadmaps for a substantial product, platform, or interconnected products with broad organizational impact
- Deep understanding of system architecture, APIs, databases, data structures, distributed systems, integrations, and performance tradeoffs
- Experience partnering with senior engineers, architects, data scientists, or machine learning experts on scalable technical solutions and architectural decisions
- Experience with AI, machine learning, automation, or data-intensive products, including model performance, deployment, monitoring, testing datasets, and failure modes
- Strong systems thinking and ability to balance immediate delivery with foundational platform investment
- Ability to lead through influence across organizational boundaries and align senior technical, business, and executive stakeholders
- Ability to structure ambiguous, high-risk problem spaces and create decision frameworks
- Strong analytical capabilities, including large-dataset analysis, KPI definition, experiment design and interpretation, and evidence-based product decisions
- Experience defining automated, manual, user acceptance, representative dataset, or golden dataset testing strategies for AI and ML solutions
- Exceptional written and verbal communication skills for explaining models, algorithms, architectures, and technical tradeoffs
- Experience developing technical product documentation, including strategies, roadmaps, system requirements, API specifications, model inputs and outputs, data formats, testing plans, KPIs, and failure modes
- Record of mentoring product managers, advancing product-management practices, or serving as a subject-matter expert in a technically complex domain
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. • Put Customers First • Act as an Owner • Deliver Results • Earn Trust • Debate Openly; Commit Fully • Operate in the Details • Shape the Future 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.
