At Chewy, our mission is to be the most trusted and convenient destination for pet parents and partners, everywhere.

Senior Customer Service Program Manager

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Our Opportunity: 

Chewy is looking for a Sr. CS Program Manager to join our Customer Service Team based team in either Hollywood, FL, Bellevue WA, or Boston, MA to drive programs and optimizations aimed at delivering an effortless, tailored and memorable service experience while making Chewy the best place to work for our Customer Service team. In this role you will consult with our business and operations teams from ideation through deployment to ensure that the resulting customer experience meets the Chewy standard of excellence. You will use your strong analytic thinking and exceptional program management skills to build scalable processes and program structure to keep teams on track, support program growth, and to communicate with all levels of leadership. 

What You’ll Need: 

  • Bachelor’s degree in a related field preferred (Technical, Business, Management) 
  • 7+ years of experience delivering cross functional projects or in program/project management 
  • 7+ years of experience working cross functionally with tech and non-tech teams 
  • Experience working cross functionally with multiple stakeholders across the company and influencing decisions 
  • Experience identifying various approaches to accomplish project goas when experiencing bottlenecks 
  • Experience defining / scoping program requirements, brainstorming approaches, drafting project plans, executing to the project plans, identifying risks, brainstorming mitigation plans, escalating as needed to meet objectictives 
  • Report out on project progress, success etc  
  • Use data and metrics to determine improvements 
  • Ability to think and perform in both strategic and tactical spaces, concurrently 
  • Demonstrate an understanding of business strategy and metrics 
  • Ability to multi-task and work well within a dynamic, fast-paced organization 
  • Strong interpersonal skills with a positive, people-oriented attitude 
  • Experience managing programs or operations in a Contact Center environment (moved from bonus section) 
  • Denote travel expectation % (0-10%) 

Bonus (if applicable): 

  • MBA 
  • Experience with Jira and/or Confluence 
  • Experience in the online retail industry 
  • PM Certification 

Chewy is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members. 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].

If you have a question regarding your application, 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.

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What are Chewy Perks + Benefits

Chewy Benefits Overview

We offer competitive salaries and 401k, unlimited time off, comprehensive medical, dental, and vision benefits, in addition to wellness programs, online communities, and resources for improved physical and mental health... enabling you to be your best self - in and outside of work. With mentorship programs, employee resource groups, cross-functional job trainings, events, and customized development tracks for advancement, we're proud to help develop and promote our team members from within.

True to our business, we're pet-friendly and have fun pet-related perks like Paw-ternity leave for new pup parents and Chewy employee discounts. We offer countless volunteer opportunities, recreational club teams, company outings, happy hours, and team events to enable you to bond with fellow Chewtopians and have some fun!

Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Flexible work schedule
Remote work program
We're currently 100% remote due to caution and care for the health & well-being of our team. Post-pandemic, we plan to operate in a combination of onsite and remote, with logistics still being defined
Dedicated diversity and inclusion staff
Highly diverse management team
Mandated unconscious bias training
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance + Wellness
Flexible Spending Account (FSA)
We offer a commuter transit, parking, and dependent care FSA.
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Mental health benefits
Financial & Retirement
401(K) matching
Company equity
Performance bonus
Child Care & Parental Leave
Childcare benefits
Generous parental leave
Family medical leave
Return-to-work program post parental leave
Vacation + Time Off
Unlimited vacation policy
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Pet friendly
Recreational clubs
Chewy sponsors office sports leagues year-round.
Relocation assistance
Professional Development
Job training & conferences
Lunch and learns
Cross-functional lunch and learns.
Promote from within
Mentorship program
Online course subscriptions available
Customized development tracks

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