Sr Program Manager

Sr Program Manager

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.

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.