Chewy

Experience Insights Manager

Chewy • $124K — $199K *
Retail & Consumer Goods
8 - 10 years of experience
Job Overview by Ladders

Qualifications

  • 8+ years in senior program or product management, customer experience, or related fields.
  • Proven track record managing complex portfolios with measurable outcomes.
  • Ability to influence senior leaders and drive cross-functional initiatives.
  • Strong analytical skills connecting CSAT, quality measures, and operational performance.
  • Exceptional writing and presentation skills for executive-level communication.
  • Experience in creating strategic roadmaps and evaluating outcomes.
  • Bachelor's degree or equivalent experience.

Responsibilities

  • Own the performance narrative and improvement agenda for CSAT and Quality 2.0.
  • Accountable for achieving topline CSAT and compliance goals.
  • Identify and quantify agent-controllable opportunities and upstream friction.
  • Use metrics and investigations to pinpoint high-value opportunities and risks.
  • Influence leaders across departments to commit to action plans.
  • Establish and track clear milestones and success measures for initiatives.
  • Build a roadmap balancing immediate recovery with long-term improvements.

Benefits

  • Comprehensive medical, vision, and dental insurance.
  • Unlimited PTO with manager approval.
  • Parental leave and family services benefits.
  • Flexible spending accounts and telemedicine access.
  • Employee assistance program and discounts on pet insurance.
  • Backup dependent care and critical illness coverage.
Full Job Description
Job Description:

What You'll Do
  • Own the Core and Specialty CSAT and Quality 2.0 performance narrative, improvement agenda, roadmap, and value-realization plan.
  • Carry direct accountability for the portfolio's contribution to approved topline CSAT, behavior, compliance, and Resolution Accuracy goals, including influencing improvements in repeat contacts and CPO.
  • Distinguish agent-controllable opportunities from upstream friction and quantify the relative customer and business impact of each.
  • Use Quality 2.0, Voice of Customer, operational metrics, and targeted investigations to identify the highest-value opportunities and emerging risks.
  • Influence senior Operations, Product, Technology, Policy, Knowledge, Fulfillment, and business leaders to commit to prioritized action plans.
  • Establish clear owners, milestones, success measures, and review mechanisms; track actions through completion and evaluate whether they improved outcomes.
  • Build and maintain a multi-period roadmap that balances immediate performance recovery with durable systemic improvement.
  • Author and present executive narratives, WBR/MBR content, business reviews, and recommendations that drive decisions above the role's organizational level.
  • Partner with Quality Programs, AI Customer Care and Coaching Effectiveness, Analysts, and Operations to ensure insights translate into targeted interventions.
  • Represent Core and Specialty experience health, readiness, and risk in launches and cross-functional operating forums.
  • Operate independently as the authoritative voice of the portfolio, escalating only decisions or barriers requiring enterprise intervention.


What You'll Need
  • 8+ years of experience in senior program or product management, customer experience, quality, analytics, operations strategy, or a related field.
  • Proven ownership of a complex portfolio and measurable topline outcomes in a large, matrixed organization.
  • Demonstrated ability to influence senior leaders without direct authority and move cross-functional action plans from insight through realized impact.
  • Strong analytical judgment and fluency connecting CSAT, quality measures, customer journeys, and operational performance.
  • Exceptional executive writing, storytelling, and presentation skills, including the ability to make clear recommendations from complex evidence.
  • Experience creating strategic roadmaps, defining success measures, and evaluating whether interventions delivered intended outcomes.
  • Bachelor's degree or equivalent practical experience.
  • Bonus
  • Experience with AI-enabled quality, speech/text analytics, Voice of Customer, or contact-center analytics.
  • Experience in e-commerce or large-scale customer care operations.
  • Program, product, analytics, or operational-excellence certification.


The base salary range for this role is $124,500 - $199,000.00.
  • 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.

About Chewy

At Chewy, we view pets (and pet parents) as family and are obsessed with meeting their needs and exceeding customer expectations through every interaction. Customers love shopping our wide selection of products including more than 65,000 items (including our Private brands and Healthcare products), which we offer at competitive prices and fast 1-2 day shipping. Chewy’s commitment to customer service is the core of our brand, and our customers love us for it. We “WOW” pet parents through 24/7 assistance, advice and encouragement every day of the year. We make pet parenting easy with our convenient Autoship subscription program—which allows our customers to schedule their orders, so they never run out of their pet food, supplies and medication they need. Chewy is an experience company built on the back of product and technology. Innovation drives our operations and our team is constantly striving to find new and better ways to improve. From an easy-to-navigate website and highly-rated mobile apps, to detailed order tracking and personalized “Pet Profile” features, we are transforming the way pet parents shop.

Chewy Careers

Join the vibrant team at Chewy, where we offer exceptional job opportunities to advance your career in the dynamic world of e-commerce. As a leading company in the pet industry, Chewy is dedicated to making pet care easier and more enjoyable for pet parents everywhere. Work You’ll Do At Chewy, we are constantly on the lookout for passionate, driven professionals to join our diverse team. Whether you're seeking a position in IT, customer service, marketing, or logistics, Chewy provides a platform for professional growth and innovation in every career path. Our commitment to leadership and diversity training ensures that every team member is equipped with the skills to lead and innovate. By joining Chewy, you will work alongside a team of dedicated professionals who are always pushing the boundaries of what's possible in e-commerce and customer service. Internship and Employment Opportunities Chewy offers a variety of internship and employment opportunities that cater to a wide range of skills and interests. Our internships provide invaluable hands-on experience, helping you to enhance your resume and prepare for a full-time position within our company. Chewy is not just about hiring employees; it's about nurturing future leaders. Benefits and Culture At Chewy, we believe that the well-being of our team is paramount. We offer a comprehensive benefits package that supports the health, financial security, and work-life balance of our employees. Our culture is centered on open communication, respect, and a shared passion for our mission. We celebrate diversity and are committed to creating an inclusive environment for all team members. Innovation and Growth Chewy is at the forefront of innovation in the pet industry. We are constantly exploring new technologies and strategies to enhance our services and expand our market reach. This focus on innovation drives our company's growth and offers our team members numerous opportunities to get involved in exciting projects and advance their careers. Networking and Professional Development We encourage our employees to engage in networking and professional development activities that can enhance their career prospects. Chewy supports various initiatives, including workshops, seminars, and training sessions, to help our team members grow their professional network and develop new skills. Join Our Team Explore the job opportunities at Chewy by searching open positions that match your skills and interests. We are looking for curious, creative, and solution-driven team players who are ready to take their career to the next level. Stay Connected Keep up to date with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here at Chewy. Job Alert Emails Personalize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. Discover the exciting and rewarding career opportunities that await you at Chewy. Chewy is more than a company; it's a community where you can grow your career and make a difference. Join us in our mission to be the most trusted and convenient online destination for pet parents (and partners) everywhere.
Learn more about Chewy
Size
21,300 employees
Market Cap
$15.9 billion
Industry
Net Income
-$174.4 million
Founded
2011
5 Year Trend
+136.6%
Revenue
$6.4 billion
NASDAQ

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