Senior Program Manager, Customer Experience at Chewy

| Greater Boston Area
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Our Opportunity:

Chewy is looking for a Senior Program Manager, Customer Experience to join our Drop Ship Team based in Boston, MA. The ideal candidate will have a passion for problem solving and for the customer’s shopping experience. This entails not only being a member of the Drop Ship Program team, but also working along side Engineering, Supply Chain, Site Merchandising, Product, et al. This is not the typical program management role, as this role is starting from the ground level to build infrastructure and a roadmap driving the customer experience for one of Chewy’s high growth initiatives. This will entail being able to get in the weeds in the immediacy while also thinking two to three years out.

What You'll Do:

  • Build a two to three year roadmap for the consumer experience within the Drop Ship program
  • Assess risks, anticipate bottlenecks, provide escalation management, balance the customer’s needs versus technical constraints and encourage risk-taking behavior to maximize benefit
  • Communicates status risks, and changes of program milestones to a large user population and senior business leaders
  • Partner with Merchandising, Category Management, Customer Service, Supply Chain and vendors to identify and prioritize customer experience enhancements for the Drop Ship product
  • Measure key quantitative indicators such as product ratings, concession rates, and abandonment to drive meaningful improvements to the customer experience
  • Establish frameworks to monitor and improve the customer experience on an ongoing basis
  • Partner with vendors in enhancing the Chewy customer experience for Drop Ship items including, but not limited to, product merchandising and photography, assortment expansion, etc
  • Project manage program implementation in partnership with operations and product
  • Support multiple parallel workstreams managing projects from kick off through rollout

What You'll Need:

  • BA/BS (MBA preferred) in Operations, Finance or Computer Science
  • 5+ years of experience in vendor facing roles
  • Facilitation experience at all levels of the organization; must be comfortable addressing both large and small audiences
  • Excellent oral and written communication skills, especially focused on conveying complex information in an approachable manner to large or small audiences
  • Ability to think and perform strategically and tactically
  • Advanced MS Excel skills (Pivot Tables, Vlookup, Macros, Data Manipulation, Formulas etc.)
  • Previous experience with SQL and Tableau
  • Strong written, verbal, analytical and problem solving skills
  • E-commerce background is a plus
  • Position may require travel

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]

To access Chewy’s Privacy Policy, which contains information regarding information collected from job applicants and how we use it, please click here: Chewy Privacy Policy (https://www.chewy.com/app/content/privacy).

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PHPLanguages
    • RLanguages
    • ScalaLanguages
    • SqlLanguages
    • SwiftLanguages
    • jQueryLibraries
    • VueJSLibraries
    • AngularJSFrameworks
    • DjangoFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • SpringFrameworks
    • GRPCFrameworks
    • Microsoft SQL ServerDatabases
    • MySQLDatabases
    • OracleDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • VerticaDatabases
    • AerospikeDatabases
    • Google AnalyticsAnalytics
    • BalsamiqDesign
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • UXPinDesign
    • ConfluenceManagement
    • JIRAManagement
    • dotCMSCMS

Location

Located in the Fort Point neighborhood, home to many of Boston's hip and upcoming restaurants along with emerging technology companies.

An Insider's view of Chewy

How would you describe the company’s work-life balance?

It's refreshing being a part of a team dedicated to getting the job done, without quilting you into extra hours. While we are in the retail space, we are always supportive of the team's needs. I don't feel guilty about asking for help if I'm pressed for time and need to get back to my family. The flexibility around working from home has been great

Marcus

Senior Product Manager

What projects are you most excited about?

Our team loves working on new app features that are requested by our customers! We get the most excited when our app users send us a request and then that idea comes to life in the next app update. We take our customer’s feedback very seriously!

Eliza

Mobile Product Manager

How has your career grown since starting at the company?

Chewy gives a significant amount of freedom and autonomy to do your best work. I am able to pursue the most important objectives, and work that I really enjoy. It’s an amazing feeling to see your hard work pay off immediately and have a positive impact on the team—and something that makes life at Chewy really unique!

Rich

Human Resources Business Partner

How do you make yourself accessible to the rest of the team?

Aside from the standard 1x1s and team meetings: 24/7 via text, email, chat, voice and during business hours by walking around the office engaging in conversation, listening to current challenges and proposed solutions.

Mike

VP, Software Engineering

What are Chewy Perks + Benefits

Chewy Benefits Overview

We got you covered when it comes to competitive salaries, unlimited time off, medical & dental insurance, 401k and happy hour. True to our business, we're pet-friendly and have fun pet-related perks like Paw-ternity leave for new pup parents. Of course, the biggest perk is being able to work alongside smart, driven and passionate team members who are changing the world every day.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Highly diverse management team
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
We offer a commuter transit, parking, and dependent care FSA.
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Employees receive 40 hours per year of paid sick leave.
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Our game room includes Ping Pong, Pool Table, Foosball, Video Games.
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
Recreational Clubs
Chewy sponsors office sports leagues year-round.
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross-functional lunch and learns.
Cross functional training encouraged
Promote from within
Mentorship program
Our mentorship program includes 1-to-1 program, Career mentoring, Leadership mentoring.
Online course subscriptions available
Customized development tracks
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