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Senior Customer Service Program Manager

4 months ago

Boston, Massachusetts, United States Chewy Full time

​Our Opportunity:

Chewy is looking for a Sr. CS Program Manager to join our Customer Service Team based team in either Hollywood, FL, Bellevue WA, or Boston, MA to drive programs and optimizations aimed at delivering an effortless, tailored and memorable 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 Need:

  • Bachelor's degree in a related field preferred (Technical, Business, Management)
  • 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 working cross functionally with multiple stakeholders across the company and influencing decisions
  • Experience identifying various approaches to accomplish project goas when experiencing bottlenecks
  • Experience defining / scoping program requirements, brainstorming approaches, drafting project plans, executing to the project plans, identifying risks, brainstorming mitigation plans, escalating as needed to meet objectictives
  • Report out on project progress, success etc
  • Use data and metrics to determine improvements
  • Ability to think and perform in both strategic and tactical spaces, concurrently
  • 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 (moved from bonus section)
  • Denote travel expectation % (0-10%)

Bonus (if applicable):

  • MBA
  • Experience with Jira and/or Confluence
  • Experience in the online retail industry
  • PM Certification

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, and you need an accommodation during the application process or to perform these job requirements, or if you need a religious accommodation, please contact

If you have a question regarding your application, please contact

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