Chewy

Senior Technical Program Manager (HR Service Delivery Optimization)

Chewy$118K — $189K *
Business Services
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • Bachelor's degree in Business, IT, HR Systems or related field or equivalent experience
  • 7+ years of program management experience in HR, IT, or enterprise technology
  • Strong technical proficiency with HR systems, preferably Workday or UKG Pro WFM
  • Expertise in program governance, risk management, and process optimization
  • Proficiency in Agile methodologies and cloud technologies
  • Exceptional critical thinking and executive presentation skills
  • Ability to influence and build consensus across business leaders

Responsibilities

  • Uphold delivery optimization standards for quality and reliability
  • Lead complex, multi-functional programs from design to implementation
  • Develop metrics and dashboards to measure service performance
  • Govern program portfolios by managing risks and dependencies
  • Manage communication strategies and provide executive-ready program updates
  • Monitor project pipeline and resource allocation for sustainability
  • Provide capacity insights to leadership for resourcing decisions

Benefits

  • Medical, vision, dental, and life insurance
  • 401k with annual equity grant
  • Unlimited PTO with manager approval
  • Parental leave and family services benefits
  • Employee assistance program and telemedicine access
  • Discount benefits including for pet insurance
  • Paid holidays and sick leave compliance with state regulations
Full Job Description
Job Description:

What you'll do:
  • Service Delivery Optimization: Uphold Delivery Optimization standard as a center of quality, productivity, and reliability.
    • Analyze processes and implement simplification, efficiency, and engagement improvements
    • Define and track metrics/dashboards to measure service performance and drive continuous improvement
    • Act as a role model in collaborator engagement, driving alignment and cultivating a strong network of leaders; Listen and understand what motivates stakeholders, partners and customers
  • Project Management: Lead cross-team and/or multi-phase projects from design through implementation with a focus on security and scalability.
    • Define clear problem statements, program objectives, success criteria, and benchmarks that align with enterprise strategies
    • Govern program portfolios by identifying risks, managing dependencies, and ensuring timely delivery.
    • Deliver HR technology programs across all phases of planning, readiness, and launch
    • Lead documentation management across the lifecycle, ensuring all scope, timeline, and approach changes are captured
    • Maintain detailed project records and produce timely reports and presentations
    • Conduct risk and milestone assessments, creating mitigation plans for portfolio derailments.
    • Own delivery outcomes, ensuring technical service performance meets or exceeds expectations
  • Communication: Lead the communication strategy across programs, providing executive-ready summaries of health, progress, risks, and issues.
    • Serve as the central point of communication and reporting for program health, risks, and milestones
    • Develop data-driven reports, dashboards, and recommendations to inform decision-making
    • Conduct research and analysis, develop and present recommendations to senior management to effectively drive overall program management and implementation activities
    • Adjust messaging for diverse audiences and communicate objectively on program status. Drive objectivity over subjectivity in the program status reporting process.
  • Resource & Capacity Management: Monitor critical project pipeline volume and complexity, balancing active initiatives against team capacity.
    • Monitor equitable allocation of resources across OP1 priorities, business-as-usual (BAU), and ad-hoc initiatives
    • Track workload sustainability, backlog growth, and demand signals to identify risks of overextension
    • Provide capacity insights to leadership, enabling proactive resourcing decisions and long-term workforce planning


What You'll Need:
  • Bachelor's degree in Business, Information Technology, HR Systems or related field or equivalent experience
  • 7+ years of relevant and successful program management experience leading highly complex projects in HR, IT, or enterprise technology initiatives
  • Proven track record of delivering large-scale, cross-functional programs from strategy to execution
  • Strong technical proficiency with HR systems (Workday, UKG Pro WFM preferred) and cloud-based platforms
  • Expertise in program governance, risk management, process optimization, and capacity planning
  • Excellent prioritization, organizational and facilitation skills
  • Experience with Agile methodologies and the use of modern Cloud technologies and systems
  • Proficiency in Jira, Confluence, Smartsheet, MS Project, Tableau, and Excel
  • Extensive knowledge of the system development life cycle and solution strategies
  • Exceptional critical thinking, communication, and executive presentation skills
  • Demonstrated ability to influence and build consensus across business leaders
  • Ability to thrive in a fast-paced, ambiguous environment with shifting priorities
  • Ability to travel up to 25% as required for program delivery and engagement (minimal expected)


Bonus:
  • PMP, Agile, or Six Sigma certifications.
  • Background in HR transformation or large-scale enterprise operations
  • Strong experience in resource modeling and portfolio demand management
  • Advanced knowledge and experience with Workday (Core HCM, Benefits, Payroll, Compensation, Recruiting, etc.), UKG PRO WFM (time and labor management) Data Visualizations (Excel, Tableau) and HR technologies


The base salary range for this role is $118,500 - $189,500.00.
  • 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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