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Chewy Senior Program Manager in Boston, Massachusetts

Our Opportunity:

Chewy is looking for a Senior Program Manager to join our Customer Service Team based in either Hollywood, FL, Dallas, TX, Boston, MA, or Seattle, WA to drive programs and optimizations aimed at providing Chewy customers a 7 star customer 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 do:

  • Use your customer first mindset to guide the development and delivery of programs leading to a best-in-class customer experience

  • Exhibit a strong sense of ownership, bias for action, and superior communication skills; be willing to roll up your sleeves to get the job done

  • Help define and analyze measures of success and drive ongoing program improvements based on stakeholder feedback

  • Monitor performance of your programs(s) and measure impact of enhancements; communicate impact clearly across the organization and use to drive prioritization

  • Coordinate activities across different organizational functions for initiatives

  • Create clear and concise documentation to summarize the project scope and expected impact.

  • Provide executive-level visibility on programs, including flash reporting, issue-specific deep dives, and escalation support

  • Work with PMO leadership in refining project portfolio change management mechanisms and project management standards

What you'll need:

  • 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 defining program requirements and using data and metrics to determine improvements

  • Ability to think and perform in both strategic and tactical spaces, concurrently

  • Strong understanding of project and program management standards and methodologies

  • 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

  • Experience with Jira and/or Confluence

  • Experience in the online retail industry

  • Project Management Certification (e.g. PMI, Prince2, Agile, etc.)

  • Process Engineering Experience (e.g. Lean, Six Sigma, etc.)

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, or you require a religious accommodation, and you wish to discuss potential accommodations related to applying for employment at Chewy, please contact HR at chewy dot com

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