Chewy

Program Manager, Customer Experience (WOW Programs)

Chewy$86K — $138K *
Consumer Technology
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • 5+ years of experience in Program Management.
  • Strong written communication skills for executive-level documentation.
  • Proficient in defining program requirements with data-driven results.
  • Proven ability to manage cross-functional programs with limited direction.
  • Comfortable working in ambiguous environments without concrete direction.
  • High creativity in creating customer experiences and strategies.
  • Willingness to travel as needed.

Responsibilities

  • Own and evolve customer lifecycle experiences with clear strategies and objectives.
  • Align WOW programs with key customer milestones for engagement.
  • Ensure high-quality service delivery and manage SLA to internal and external customers.
  • Develop frameworks to translate customer insights into actionable business strategies.
  • Design and implement testing frameworks to optimize customer experiences.

Benefits

  • Medical/Rx, vision, dental, life, and disability insurance.
  • Parental leave and family services benefits.
  • Unlimited PTO with manager approval and six paid holidays per year.
  • Telemedicine and backup dependent care services.
  • Employee assistance programs and pet adoption reimbursement.
  • Discounts on pet insurance and Chewy.com purchases.
Full Job Description
Job Description:

What You'll Do:
  • Own and continuously evolve multiple customer lifecycle experiences, independently developing program strategies, objectives, roadmaps, and measurable success criteria.
  • Think critically and closely follow the customer lifecycle to ensure WOW programs align with critical customer milestones as part of a comprehensive engagement strategy, creating experiences they never expected but immediately recognize as uniquely Chewy.
  • Maintain overall service delivery to internal and external customers, inclusive of SLA management, product quality, vendor-side support, and all other controllable inputs. While some elements of this process will be managed by our WOW Operations team, it's your responsibility to inspect, ask questions, identify any gaps, and ensure we are controlling the cost and value of these programs.
  • Develop measurement frameworks that translate customer insights, operational learnings, and business performance into clear recommendations, strategic decisions, and scalable program improvements. If results fall short, adapt quickly, learn, and make changes to improve the customer experience.
  • Independently develop hypotheses, testing frameworks, and customer experience recommendations that strengthen lifecycle programs. Partner closely with WOW Operations to design, execute, measure, and optimize experiences through experimentation to determine where WOW creates the most value for our customers and Chewy.


What You'll Need:
  • At least 5 years of experience in a Program Management role.
  • Strong written communication skills, including the ability to produce concise, executive-ready strategies, business cases, execution plans, and results recaps that clearly communicate customer impact, business outcomes, recommendations, and next steps.
  • Proficiency in defining program requirements that drive intended results and using data to determine their effectiveness (for the WOW team, inventing metrics might also come with the territory).
  • Demonstrated ability to lead multiple cross-functional programs end-to-end from concept through execution - exercising sound judgment, building alignment with partners, and bringing forward thoughtful recommendations with limited direction while protecting the customer experience.
  • To be extremely comfortable 'living in the gray.' This is a unique role and a unique department - it's part science, part art. You must be able to build programs in ambiguity without always having concrete direction.
  • High levels of creativity - in many ways, you'll be paving the way and redefining standards of what it means to surprise and delight customers - creating strategies, gift ideas, and special moments should come naturally.
  • Some travel may be required.


Bonus:
  • Experience in customer retention and/or loyalty marketing
  • Previous experience in a CX environment, especially eCommerce


The base salary range for this role is $86,500 - $138,500.00.
  • 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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