Senior UX Program Manager

Job Description:
Our Opportunity:
Chewy is dedicated to being the most trusted and convenient online destination for pet parents (and partners), everywhere. On the Product Design and Research team, we embrace this vision (and our pets!). We craft experiences that delight customers (and the businesses and veterinarians that support them) and empower them to keep their pets happy and healthy. As a team of hard-working, collaborative, and fun-loving designers, program managers, researchers, and builders, we're looking for creative and driven talent to join the pack.
We are seeking a Senior UX Program Manager to join the Design and Research Operations team in Bellevue, WA or Boston, MA offices. This role will support the Product Design & Research team, with a focus on UX research operations, organization wide process improvement, and design operations support. You will work directly with UX Senior Leadership to compose guidelines, system and tool governance. You will lead the administrative complexity for the team, enabling researchers and designers to focus on solving customer problems. You will be responsible for defining program achievements, collaborator communications, and roadmap tracking.
What You'll Do:

• Partner with the Associate Director for Design and Research Operations to evolve intake, planning, and roadmap processes.
• Day-to-day operations and planning for UX teams, including management of intake, backlog, retrospectives, and partnership with leaders and Team Members on prioritization.
• Own UX Research operations, including participant recruitment support, scheduling, compliance, and research tool management.
• Drive operational improvements by streamlining workflows and introducing scalable processes and automation.
• Facilitate meetings with the team, leaders, and collaborators, ensuring clear next steps and owners are assigned, and resolving conflict as it arises.
• Proactively identify risks, and mitigation plans before they become issues; adapt strategy as needed to minimize project impact
• Own administrative governance for 2+ UX tools; including monitoring budget and utilization, user management, documentation or and trainings, and support for contract renewals (in partnership with procurement team).

What You'll Need:

• 5+ years of experience as a program or project manager, specifically with focus in UX or UX Research.
• 3+ years of experience leading project delivery for large, cross-functional project teams.
• Understanding of UX research, design, and common design processes.
• Experience managing UX research operations (recruitment, tool governance, documentation, compliance, etc.)
• Experience raising issues, making trade-off decisions, balancing constraints, and communicating risk.
• Experience developing and managing project intake and prioritization processes.
• Experience advancing new tooling, automation, or new ways of working.
• Experience working in a collaborative multi-disciplinary team and working directly with designers, researchers product managers, and engineers.
• Excellent communication, presentation, interpersonal skills; ability to communicate complex concepts clearly and persuasively across different audiences and varying levels of an organization.
• Experience with Atlassian suite of products; Jira expertise highly preferred
• Experience with UX research software; Dscout experience preferred

Bonus (if applicable):

• Bachelor's degree or equivalent professional experience
• Strong process improvement background and experience owning the operations of creative programs
• Knowledge of user experience measurement and setting critical metrics
• Experience with design systems and component libraries
• Experience managing research libraries or repositories

Hub Location & Work Arrangement:

• Hybrid Model: 3-4+ days in hub location per week
• Remote: This is NOT an option for this role.

• The specific salary offered to a candidate may be influenced by a variety of factors including but not limited to the candidate's relevant experience, education, and work location. In addition, this position is eligible for 401k and a new hire and annual equity grant. C08+ positions may also be eligible for annual bonus.

We offer different types of insurance and benefits, such as medical/Rx, vision, dental, life, disability, hospital indemnity, critical illness, and accident. We offer parental leave, family services benefits, backup dependent care, flexible spending accounts, telemedicine, pet adoption reimbursement, employee assistance program, and many discounts including 10% off pet insurance and 20% off at Chewy.com.
Exempt salary team members have unlimited PTO, subject to manager approval. Team members will receive six paid holidays per year. Team members may be eligible for paid sick and family leave in compliance with applicable state and local regulations.
Chewy is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, gender, citizenship, marital status, religion, age, disability, gender identity, results of genetic testing, veteran status, as well as any other legally-protected characteristic. 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].
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