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].

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