Manage the implementation and enhancement of customer service applications, coordinate with teams, handle project risks, and improve team effectiveness.
Our Opportunity:
Chewy is looking for a Senior Technical Program Manager to join our Customer Care Technology Team. This is a high-visibility role focusing on our 3rd party Customer Care Application stack which includes Oracle Service Cloud (OSvC), Genesys, and Salesforce. The ideal candidate will have a background in technical program management for software applications focused on innovation within customer service. You will be supporting two technical teams (focused on strategic work, and operational change) in their roadmap to bring the vision for our Next Generation Contact Center together. In support of your core teams you'll coordinate development across a wide range of supporting applications and will partner closely with the Customer Service Product team in executing on this vision.
What you'll do:
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.
Chewy is looking for a Senior Technical Program Manager to join our Customer Care Technology Team. This is a high-visibility role focusing on our 3rd party Customer Care Application stack which includes Oracle Service Cloud (OSvC), Genesys, and Salesforce. The ideal candidate will have a background in technical program management for software applications focused on innovation within customer service. You will be supporting two technical teams (focused on strategic work, and operational change) in their roadmap to bring the vision for our Next Generation Contact Center together. In support of your core teams you'll coordinate development across a wide range of supporting applications and will partner closely with the Customer Service Product team in executing on this vision.
What you'll do:
- Own the implementation, enhancement, and support for multiple Customer Service applications
- Be a strategic partner to define requirements which meet business needs
- Set priorities for the development team and maintain a development roadmap
- Coordinate with business stakeholders and continuously make sure your team is delivering according to the constantly growing needs of the business.
- Work with your engineering partners to resolve bottlenecks to help deliver final system deliverables.
- Coordinate activities across different organizational functions for initiatives
- Review and report on progress for initiatives and manage project risks - including the development of contingency plans
- Prepare weekly/monthly/quarterly reports for C-level visibility of the status of the roadmap projects.
- Own the final system deliverables and the overall roadmap for Agent Experience team.
- Measure, report and continuously improve the scrum team's effectiveness via product-ownership and coaching.
- Manage relationships with vendors, oversee all vendor engagements (including day-to-day support, service tickets and ad-hoc consulting services) for your area of responsibility.
- 5+ years of Technical Program Management experience
- Tech savvy, including knowledge of system integration, customer service technology, databases, and business intelligence
- Agile experience (Scrum Master, Product Owner)
- Ability to perform business requirements analysis and design
- Excellent communication and organization skills
- Capability to identify and mitigate development and implementation risks
- Bachelor's degree in Computer Science, Operations Management or Business Administration
- Position may require occasional travel
- Experience with building customer service, retail, or ecommerce solutions.
- Exceptional customer service skills, follows up with clients and team members, and takes initiative to anticipate and solve problems.
- Experience with CI/CD processes and release management
- Professional Product Owner Certification
- Oracle Service Cloud, Salesforce, or Genesys certification
- Experience leading large-scale customer service programs
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.
Top Skills
Agile
Ci/Cd
Databases
Genesys
Oracle Service Cloud
Salesforce
Scrum
Chewy Boston, Massachusetts, USA Office
Located in the Fort Point neighborhood, home to many of Boston's hip and upcoming restaurants along with emerging technology companies.
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