Chewy

Manager, Customer Care Engagement Programs III

Chewy$85K — $110K *
Retail & Consumer Goods
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • Bachelor's degree in Human Resources, Business Administration, or related field
  • 5+ years of experience in program management, employee engagement, HR, or related field
  • Proven people leadership experience in a fast-paced environment
  • Strong skills in program management including strategy development and execution
  • Budget management experience
  • Ability to influence senior leaders and drive cross-functional alignment
  • Strong analytical skills for data-driven insights
  • Experience scaling programs in matrixed organizations
  • Excellent communication skills to simplify complex ideas
  • Familiarity with program management and collaboration tools (e.g. Asana, Smartsheet, SharePoint)
  • Capable of managing multiple competing priorities amid ambiguity.

Responsibilities

  • Lead and drive impact in a portfolio of engagement programs tied to the CCTMP
  • Translate engagement strategy into scalable and effective programs
  • Identify and implement opportunities for program simplification and optimization
  • Develop and coach a team of program managers, analysts, and administrators
  • Set priorities, metrics for success, and ensure accountability for outcomes
  • Collaborate with multiple departments to align on priorities and deliver integrated solutions
  • Evaluate and oversee the end-to-end design and execution of programs
  • Manage program budgets and resource allocation to ensure operational rigor

Benefits

  • Opportunities for career development and training
  • Collaborative work environment
  • Access to the latest program management tools
  • Comprehensive health and wellness programs
  • Flexible work arrangements
Full Job Description
Job Description:

Chewy is seeking a Manager, Engagement Programs Management III to lead Customer Care engagement and culture programs that shape the Team Member experience and support business outcomes.

This leader will own and evolve a portfolio of engagement programs tied to the Customer Care Team Member Promise (CCTMP), while leading a team of program managers, analysts, and administrators. You will partner across Customer Care, HR, and enterprise functions to define strategy, build scalable programs, and deliver measurable impact across a fully virtual frontline population.

This is a people leader role with responsibility for developing talent, setting direction, and ensuring high-quality execution across multiple programs. You will translate strategy into clear priorities, guide your team through ambiguity, and influence stakeholders at all levels to drive alignment and results.

The ideal candidate brings strong program leadership, experience building programs from the ground up, and a track record of developing high-performing teams while driving culture and engagement at scale.

What You'll Do
  • Lead a portfolio of programs across the five CCTMP pillars, driving measurable impact and continuous improvement while aligning initiatives to business priorities and the team member experience
  • Translate engagement strategy into scalable programs, mechanisms, and communications across Customer Care
  • Identify opportunities to simplify, streamline, and optimize programs to reduce duplication and increase effectiveness
  • Lead, coach, and develop a team of program managers, analysts, and administrators
  • Set clear priorities, define success metrics, and drive accountability for outcomes
  • Partner with Customer Care leadership, HRBPs, Finance, Legal, and Communications to align priorities and deliver integrated solutions
  • Act as a strategic partner to senior leaders, influencing decisions through data, insights, and business context
  • Align stakeholders to shared goals, manage competing priorities, and drive clarity across complex initiatives
  • Oversee program design and execution end to end, including planning, change management, communications, and launch, while maintaining strong governance across roadmaps, milestones, risks, and dependencies
  • Lead large-scale engagement initiatives, including recognition programs and Moments that Matter experiences
  • Evaluate and implement tools, platforms, and vendors that support engagement and program delivery
  • Define and track success metrics across all programs, ensuring visibility into performance and outcomes
  • Leverage team member insights, listening data, and industry trends to inform strategy and program design
  • Own program budgets, including forecasting, planning, and ongoing management
  • Assess resource needs, prioritize investments, and optimize allocation across programs
  • Ensure operational rigor across the program portfolio, including documentation, workflows, and governance


What You'll Need
  • Bachelor's degree in Human Resources, Business Administration, or related field
  • 5+ years of experience in program management, employee engagement, HR, or related field, including people leadership
  • Experience leading and developing high-performing teams in a fast-paced environment
  • Strong program management skills, including strategy development, execution, and change management
  • Experience managing budgets and aligning resources to business priorities
  • Proven ability to influence senior leaders and drive alignment across functions
  • Strong analytical skills with the ability to translate data into insights and action
  • Experience designing and scaling programs in complex, matrixed organizations
  • Excellent communication skills, with the ability to simplify complex ideas and influence diverse audiences
  • Experience working with program management and collaboration tools (e.g., Asana, Smartsheet, SharePoint)
  • Ability to manage multiple priorities and navigate ambiguity


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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