Job Description
Our Opportunity
Chewy is looking for a Program Manager to reduce customer-experience defects by turning returns and concessions data into concrete cross-functional fixes. In this role you'll identify the product packaging and site-experience issues driving avoidable refunds replacements and concessions (RRC) quantify the business impact and lead programs that materially improve customer trust and category gross margin. You will report to the Associate Director of Refunds Replacements & Concessions (RRC).
What You'll Do
- Own defect reduction outcomes across categories by using returns/RRC signals to identify the biggest drivers of customer pain and margin loss.
- Analyze returns and concessions data to detect patterns define root causes and size opportunities (CX impact + $ impact) translating insights into a prioritized roadmap of fixes.
- Lead cross-functional programs end-to-end-scoping planning milestones dependencies risk management and execution-across Merch/Category Vendors Quality Supply Chain and Customer Care.
- Drive improvements to product detail pages and onsite messaging (specs expectations packaging guidance edge-case content) to reduce RRC caused by inaccurate or unclear information.
- Partner with category managers and vendors to implement durable changes to product quality packaging and manufacturing processes; validate improvements with post-change measurement.
- Stand up mechanisms for ongoing monitoring (dashboards weekly/monthly reviews defect taxonomies reporting) to ensure defect reductions stick and new issues are caught early.
- Communicate clearly and consistently through exec-ready updates decision memos and stakeholder readouts-highlighting progress risks tradeoffs and asks.
What You'll Need
Experience
- Bachelor's degree in a quantitative or business field (Business Finance Operations Analytics Engineering or similar).
- 7+ years of program management (or similar) experience leading cross-functional initiatives with measurable business outcomes.
- Demonstrated ability to use data to diagnose problems prioritize work and drive execution.
- Proven experience improving customer-facing experiences (e.g. ecommerce/product flows site content UX messaging policy/experience design).
Core Skills
- Strong analytical foundation: comfortable working with imperfect datasets building defensible insights and defining success metrics.
- Strong program management fundamentals: planning delivery cadence risk/issue management and stakeholder alignment.
- Ability to influence without authority and work effectively with senior stakeholders.
- Clear concise written and verbal communication; able to translate analysis into decisions and actions.
Nice to Have
- Experience with ecommerce returns quality programs vendor management packaging engineering or defect reduction/continuous improvement.
- Familiarity with tools like SQL Tableau Excel and/or experimentation measurement.
The base salary range for this role is $137500 - $245000.00.
- 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].
To access Chewy's California CPRA Job Applicant Privacy Policy please click here.
Top Skills
What the Team is Saying
What We Do
We view pets and pet parents as family and are obsessed with meeting their needs and exceeding customer expectations through every interaction. Behind the scenes our talented teams are made up of innovators delighters big-thinkers and of course passionate pet people—creating a place where you'll be empowered to build grow and unleash your fullest potential. We don’t just stand by our company mission—we’re obsessed with it. We seek to be the most trusted and convenient destination for pet parents and partners everywhere. And we’re constantly finding new ways to do just that. At Chewy we understand pet parenthood is full of joyful highs and anxious lows. That’s why we’re here standing alongside pet parents providing everything their pets need for a happy healthy life. We’re a leading online source for pet products supplies and prescriptions. We offer a broad selection of high-quality products and services at competitive prices with an exceptional level of customer care and a personal touch. Since launching in 2011 we’ve combined the personalized service of your neighborhood pet store with the convenience and speed of e-commerce. We pride ourselves on being the only brand available 24/7/365 to support pet parents throughout their journey. We have a rich history of being recognized for our deep care and personalization while going above and beyond for our customers and their pets. We view pets and their people as more than just customers and look forward to meeting their needs and exceeding expectations through every interaction. With Chewy no one pet-parents alone. Our culture is for those who thrive on delivering results and becoming your best—no matter your role or location. At Chewy our Operating Principles serve as a common language or framework that connects two of Chewy's most valuable elements—our people and our culture. The Operating Principles guide our character capabilities imagination and methods for execution in support of our company's mission.
Why Work With Us
We're proud to be one of the fastest growing e-commerce companies of all time. With growth comes the exciting opportunity to be a part of a world-class organization of engineering product and design team members responsible for driving our latest innovations and designing "out-of-the Chewy box" experiences.
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Date Posted
04/05/2026
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