Job Description
Our Opportunity:
Chewy is continuing to build an outstanding team that strives to be the most trusted and convenient destination for pet parents (and partners) everywhere! We are looking for a passionate Customer and People centric Sr Program Manager to come join our Customer Solutions Quality Insights team!
We are looking for a Sr Quality Program Manager to provide strategic oversight and Program Design. In this role you will go above and beyond to analyze how consistent Customer Service is crafting an effortless tailored and memorable experience for our customers. You will also own strategic program design building quality support models implementation of new initiatives from ideation through continued program health and value generation. They will also support prioritizing and driving Operational Insights Secret Shopper Quality Calibration and Quality tool consistency and SOPs. Partnering across Operations Learning & Development Continuous Improvement and other key team members this position will foster driving improvement in the business and staying ahead of the curve in leveraging AI and tool stack improvements. You will own goals (CSAT) and advocate influence and support improvement from the frontline to senior levels of leadership.
The Program Manager should have outstanding communication interpersonal customer service skills as well as extensive knowledge of company policies and the Qualtrics platform. They should have a proven track record of delivering strategic long-term programs and operating at the highest level demonstrating hyper ownership.
What You'll Do:
- Build execute and present Secret Shopper experiments across cohorts channel and competitors to senior leadership.
- Serve as an influential leader supporting customer care operations leaders recommending designing and implementing best in class quality solutions.
- Create strategic programs to support new Chewy initiatives from customer journey through experience management and evolution.
- Leverage AI behavior quality models across voice email chat and specialty lines of business working with operations stakeholders to evangelize across the organization.
- Formalize team operating procedures into consistent and repeatable mechanisms ensuring best in class execution and outcomes and lead evolution of quality into AI.
- Implement process auditing and reporting solutions to share valuable data with end users and business leaders through collection analysis and summation.
- Draft and present white papers WBR MBR and other documents to influence/inform the business related to quality performance and/or operational insight findings/recommendations.
- Track and trend data over time assessing improvement/decline and the drivers behind data.
- Lead goal setting activities that inform the business on the quality performance trajectory against OP1 commitments.
- Represent the CC Insights team in new program/feature launches by aligning the necessary resources to support providing influential data and findings.
- Partner with senior leaders as a trusted advisor influencing the creation implementation execution and continued health of quality programs
- Act as an owner/protector of the customer experience by participating and providing feedback on business initiatives that directly impact the Customer Service Team using data analysis.
- Act as the STO (Single Threaded Owner) for assigned critical initiatives driving employee engagement or operational excellence. Lead all aspects of the initiative delegate tasks as needed meet established timelines and regularly present status updates to Director level during operational review settings.
What You'll Need:
- At least 8 years in a Strategic Program Management Role with proven results in creating implementing and sustaining large programs at scale.
- Effective communication skills especially written communications as you will be responsible for writing documents with clear program strategies that tell compelling stories with clear value propositions up to the C suite.
- Proficiency in defining program requirements that drive intended results and using data and metrics to determine their effectiveness (in the case of this team inventing metrics might also come with the territory)
- Strong ability to lead numerous programs and projects simultaneously managing timelines and resources effectively to hit deadlines and protect customer experience in a cross-functional setting.
- Previous experience in a CX environment especially eCommerce
- Flexibility and the ability to manage themselves and their team through changing priorities in a fast paced environment with rapid deadlines.
Bonus:
- Certifications in Program or Project Management (i.e. Agile Scrum PMP)
- Experience with speech to text analytics
- Six Sigma certification
We offer different types of insurance 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.
Non-exempt hourly team members accrue paid time off (PTO) while salaried-exempt team members have unlimited PTO subject to manager approval. Non-exempt hourly team members in Fulfillment Centers and Customer Service are also eligible for additional unplanned unpaid time off (UTO). 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.
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 our company please contact [email protected].
To access Chewy's Privacy Policy which contains information regarding information collected from job applicants and how we use it please click here: Chewy Privacy Policy.
The base salary range for this role is $118500 - $189500.00.
- 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.
Skills Required
- At least 8 years in a strategic program management role
- Proven track record delivering large-scale long-term programs and demonstrating high ownership
- Outstanding written and verbal communication including presenting to senior leadership/C-suite
- Extensive knowledge of company policies and the Qualtrics platform
- Proficiency defining program requirements and using data/metrics to measure effectiveness
- Ability to lead multiple programs/projects simultaneously and manage timelines and resources
- Previous experience in a CX environment especially eCommerce
- Flexibility to manage changing priorities in a fast-paced environment
- Experience with AI-driven quality models across voice email chat (preferred)
- Certifications in Agile Scrum or PMP (preferred)
- Experience with speech-to-text analytics (preferred)
- Six Sigma certification (preferred)
What the Team is Saying
Chewy Compensation & Benefits Highlights
How does Chewy ensure its pay and bonus plans are competitive?
Chewy approaches compensation through a total rewards strategy that combines salary bonuses equity opportunities healthcare benefits employee discounts and career growth opportunities. The company emphasizes supporting employees across ecommerce healthcare pharmacy customer service technology and fulfillment operations while competing for talent in both retail and tech markets.
Competitive compensation and bonus opportunities: Chewy offers market-based compensation packages that may include salary performance bonuses commissions and equity depending on role and level. Built In also notes benefits such as relocation assistance employee discounts and bonus opportunities across multiple teams and functions.
- Healthcare and wellness support: Benefits include medical dental vision prescription coverage HSA/FSA options life insurance disability coverage telemedicine mental health resources and wellbeing programs. Chewy also offers wellness-focused resources designed to support employees physically mentally and financially.
- Retirement and financial wellbeing: Employees receive 401(k) plans with company matching along with financial wellness resources and broader support programs. Benefits are designed to support both short-term needs and long-term financial planning.
- Pet-focused and family-oriented benefits: Chewy offers pet insurance discounts employee discounts on Chewy products parental leave fertility support family-focused benefits and caregiving resources. The company’s benefits package is closely aligned with its pet-focused identity and customer mission.
- Flexibility and workplace support: Corporate employees may have access to hybrid work arrangements flexible scheduling commuter benefits PTO paid holidays and wellbeing initiatives. Employees also cite supportive managers and collaborative teams as important parts of the broader employee value proposition.
- Long-term career investment: Compensation is reinforced through career growth opportunities mentorship leadership development cross-functional learning and exposure to large-scale ecommerce automation healthcare and logistics initiatives. Employees often describe growth opportunities as an important part of the overall company experience.
- External signals: Comparably reports that 70% of employee reviews are positive overall. Employees frequently highlight healthcare benefits employee discounts coworkers and growth opportunities as strengths of the company experience. (Glassdoor; Comparably)
Chewy Insights
What We Do
Who We AreChewy is where pet parents find everything they need for life with pets from food to fun to pharmacy. We make pet care easier more informed and more joyful through fast reliable delivery and award-winning 24/7 Customer Care including access to pet health support when it’s needed. Founded in 2011 Chewy combines the convenience of online shopping with a high-touch personalized experience built around the real moments of pet parenthood.Our MissionChewy’s mission is to be the most trusted and convenient destination for pet parents and partners everywhere. What We DoWe support pet parents through the highs lows and everyday moments of the pet parenting journey with:• Pet food treats and daily essentials• Supplies for dogs cats fish birds reptiles equine and small pets• Pharmacy and veterinary services including prescriptions and medications• Pet wellness and health products• Autoship for convenient recurring deliveries• Chewy+ our premium membership offering exclusive savings faster delivery and personalized pet care benefits• 24/7/365 customer support from knowledgeable pet-loving expertsWhat Makes Chewy DifferentChewy is known for industry-leading service deep personalization and our customer-obsessed culture. We combine trust convenience and care and pet parents come to us for: • Exceptional customer care• Human- and pet-centered product and experience design• Fast dependable fulfillment across a nationwide operations network• A mission-driven culture built on empathy trust and passion for petsOur CultureChewy’s culture is built for people who thrive on ownership innovation and impact. We value curiosity creativity and continuous improvement across all our teams. We empower Team Members—our Chewtopians—to learn grow and unleash their full potential in a collaborative supportive mission-driven environment.How We WorkChewy’s Operating Principles guide how we think innovate collaborate and execute. These principles shape our character decision-making and approach to delivering results while connecting our people and culture in support of our mission.Where We WorkChewy headquarters: Plantation FL and Boston MAAdditional hubs: Bellevue WA and Minneapolis MN
Why Work With Us
Why You Should Work at ChewyChewy is a unique fast-growing e-commerce and tech leader where builders creators and problem-solvers shape the future of pet care. Our teams drive innovation in a mission-driven culture that creates real impact for pets and the people who love them.
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Date Posted
07/04/2026
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