Senior Program Manager

Our Opportunity:

The Senior Program Manager, Customer Care (CC) Programs leads strategic initiatives that improve how our teams work and how we serve customers. In this role, you’ll own a value stream, drive cross-functional alignment, and help simplify complex processes to improve both the team member and customer experience.

You’ll collaborate with senior leaders across Chewy to deliver scalable solutions, optimize workflows, and influence how we operate. This role is ideal for someone who enjoys solving big, complex problems while staying connected to the day-to-day experience of the people doing the work. Passionate about continuous improvement and operational excellence? Join us to **craft** Chewy's Customer Care future!

What you’ll do

• Partner directly with senior leadership to influence, prioritize, and deliver initiatives across your value stream.
• Program manage cross-functional initiatives, ensuring alignment, ownership, and timely delivery.
• Lead recurring business reviews to showcase progress, surface risks, and share insights using data to represent your value stream’s performance.
• Establish critical metrics and operational targets, building roadmaps that provide accountability and clearly measure success.
• Apply subject matter expertise and operational insights to influence decision-making, improve collaboration, and align to shared goals.
• Establish credibility as a trusted partner by providing valuable insights and data-driven recommendations that support continuous improvement.
• Collaborate with engineering and operations teams to identify process bottlenecks and implement data-informed solutions that drive efficiency.
• Champion a Lean approach, mentoring others and modeling a culture of continuous improvement.
• Partner with technical teams to ensure Customer Care readiness for Product Launches
• Design and implement inspection mechanisms, automation, and reporting tools that support long-term scalability and self-service capabilities.
• Build and maintain mechanisms for ongoing inspection and health of the processes within your value stream.
• Think creatively and strategically to develop scalable solutions that align with Chewy’s growth, while maintaining a strong focus on internal customer experience, operational safety, and cost-effectiveness.

What you’ll need

• Bachelor’s degree in a related field (e.g., Technical, Business, Operations, or Management); advanced degree or certifications a plus.
• Six Sigma Black Belt certification preferred.
• Experience managing technical or data-driven projects involving cross-functional coordination.
• Proven track record of delivering large-scale initiatives within tight timelines and shifting priorities.
• Outstanding written and verbal communication skills, with the ability to synthesize data into actionable insights and executive-ready narratives.
• Strong analytical and problem-solving capabilities, including statistical analysis and root cause identification.
• Excellent program and project management skills, with a focus on clarity, ownership, and follow-through.
• Demonstrated ability to lead change through influence, build consensus across stakeholders, and deliver results.
• Confidence in communicating at all levels of the organization—from engineers to senior executives.