Our Opportunity:

The Chewy Customer Care Product Management (CCPM) team is seeking an experienced CS Technical Product Manager. Are you passionate about delighting our customers? Eager to use data to build best-in-class customer experiences? Do you love designing and building systems that can process, and transform? Chewy’s CCPM team is responsible for understanding our support agent  & customer experance through data, observation, monitoring, testing, measuring the impact of our products and features, and building and maintaining the systems that power our world class support. We provide the tools, processes and data insights that contribute to our collective mission to be the most trusted and convenient destination for pet parents (and partners) everywhere.

In this role, you work closely with software engineers, designers, customer care operations, data analysts, data engineers, and product leaders to build large-scale solutions, scientifically reinvent processes, help us understand the needs of our customers, and accelerate data-driven decision making. You will be responsible for setting the standards for agent experience and change management, and you will drive a broad roadmap of projects that may span multiple steps in the product lifecycle including product ideation (white papers), time and motion studies, focus groups, instrumentation, transformation, protyping, and data pipelines and downstream analysis (dashboards, A/B experiments, etc.). The ideal candidate is a strong technical product leader with a background in product management, process optimization, and analytics. They effectively work backwards from the customer (both external and internal) and build scalable and durable solutions. They are comfortable dealing with ambiguity and can break down complex problems into actionable tasks and roadmaps.  They also have the collaborative skills to lead cross-functional teams, balance tough trade-offs, and align priorities across business, product, and tech teams.

What You’ll Do:

• Lead cross functional team to build systems and processes that facilitate access to high quality and timely product and customer insights.
• Work with tech, product, design, and business stakeholders to define product features (user stories), scope efforts, and manage release schedules.
• Comfortable in managing, deploying, administering support and CX/CRM/CS operations type 3rd party systems.
• Build and own standard processes reporting, and experimentation.
• Drive program and project delivery through an Agile workflow.
• Lead project document reviews with executive-level business and tech leadership.
• Measure and enforce org-wide standards around data quality, completeness, and consistency.
• Contribute to the technical design of analytics solutions.
• Perform user acceptance testing, and data testing.

What You’ll Need:

• Bachelor’s Degree in a quantitative field (e.g., Computer Science, Engineering, Mathematics, Statistics, Business), related technical field or equivalent work experiences. Master’s Degree in business or quantitative field preferred.
• 5+ years experience in technical product management or similar experience managing cross functional projects and balancing product/business requirements with technical constraints.
• Strong analytical skills and technical skills in SQL and Advanced Excel. with the ability to pull data and use it to identify and solve ambiguous problems.
• Ability to abstract complex subjects and communicate with audiences of varying levels of leadership and technical background.
• Strong business, operational, and technical vision.

If you have a disability under the Americans with Disabilities Act or similar law, or you require a religious accommodation, and you wish to discuss potential accommodations related to applying for employment at our company, please contact [email protected].

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