Sr Technical Program Manager

Our Opportunity:
Chewy is looking for an experienced Sr Technical Program Manager for Customer Care Data to join our Customer Care Solutions team! As the TPM, you'll orchestrate complex, cross-functional programs that turn data into measurable business outcomes. You are the connection between data science, engineering, product, operations, and vendor partners. You'll drive clarity of requirements, align stakeholders, establish execution cadences, communicate status, manage risk and dependencies, and unblock teams to deliver. The role will lead, coordinate, support build, and rollout of tools that (1) transform Voice of the Customer (VoC) data into actionable insights that shape product strategy, (2) streamline the customer experience via upstream defect elimination, (3) deliver self-serve tools and visualizations that improve on quality, and (4) operationalize the tooling stack, including infrastructure migrations, for reliability, scalability, and cost efficiency.
What You'll Do:

• Own the end-to-end program plan, agreeing on goals, scope, timelines, and dependencies across data science, engineering, product, operations, and business stakeholders.
• Run the operating cadence: weekly workstreams, cross-team standups, dependency reviews, risk/issue triage, and executive readouts.
• Maintain a single source of truth for roadmap, milestones, RAID log, decisions, and status; ensure transparent communication and expectation setting.
• Drive structured intake and prioritization; translate business outcomes into clear requirements, success criteria, and acceptance tests.
• Define and maintain RACI and DRIs; manage change control to protect scope and timelines while staying responsive to evolving needs.
• Partner with legal, security, and data governance to meet compliance and privacy requirements.
• Build critical path plans and actively manage risks, mitigations, and unblockers; advance with crisp options and impact.
• Define quality gates, SLAs, and definitions of ready/done; ensure instrumentation for reliability, cost, and performance.
• Coordinate launches, enablement, and adoption plans in partnership with operations and analytics teams.
• Lead the planning and delivery of Insight Generator, including data feeds, model lifecycle, evaluation benchmarks, and UI/BI integrations.
• Coordinate integrations with Snowflake, dbt Cloud, Tableau/Plotly, and downstream applications; partner on real-time and batch use cases.
• Establish measurable outcomes such as contact reduction, defect detection, agent efficiency, and experience uplift; report on OKRs and ROI.
• Use data to inform trade-offs, track value, and guide iteration; ensure telemetry, dashboards, and A/B or backtesting where applicable.
• Advocate for data quality, lineage, documentation, and cost stewardship across the stack.
• Manage external partners where relevant, including transcription/NLP providers and contact-center platforms; align contracts, SOWs, and SLAs with program milestones.

What You'll Need:

• 7+ years in technical program management or equivalent, with at least 3 years leading multi-team data, analytics, or ML programs.
• Demonstrated strength in stakeholder management, executive-level communication, and building clear comms artifacts and status updates.
• Proven delivery using program management tools and methods: roadmapping, PI planning, RAID logs, RACI, critical path, dependency and risk management, change control.
• Ability to translate business outcomes into requirements and success measures; strong analytical problem-solving skills.
• Experience with modern data and analytics stacks such as Snowflake, dbt Cloud, BI tools (Tableau, ThoughtSpot, Sigma), and data pipelines on AWS (e.g., Glue); familiarity with ML lifecycle and evaluation practices.
• Hands-on competence with Jira/Confluence and diagramming tools; comfort reading technical specs and discussing architecture and trade-offs.

Bonus:

• Background with contact-center platforms or customer interaction data; familiarity with transcription, NLP, or real-time streaming.
• Bachelor's or Master's in a quantitative or technical field.

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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