Are you ready to take on a strategic leadership role that will shape the future of customer experience at Chewy? Do you thrive on leveraging data to build best-in-class customer experiences? Do you love designing and building systems that can process, and transform? Join Chewy's Customer Care Product Management (CCPM) team as a . At Chewy CCPM, we're dedicated to deeply understanding support agent and customer experiences while building and maintaining the systems that power our world-class support. Our goal is to create the most customer-centric experiences possible, fostering knowledge, trust, and growth. We develop cutting-edge tools and solutions that contribute to our collective mission of being the most trusted and convenient destination for pet parents (and partners) everywhere.
A successful candidate is a strong technical product leader with a background in product management, process optimization, and analytics. You will build large-scale solutions, scientifically reinvent processes, help us understand the needs of our customers, and accelerate data-driven decision making. You will effectively work backwards from the customer (both external and internal) and build scalable and durable solutions. You'll thrive in navigating ambiguity, breaking down complex problems into actionable tasks and roadmaps, and leading cross-functional teams to balance tough trade-offs and align priorities across business, product, and tech teams.
- The ideal candidate will have a passion for product development, be highly skilled at working backwards from multiple customers, demonstrate the ability to advise and influence organization management to align to a multi-year portfolio strategy, and be highly technical to dive deep into product roadmaps and design for scale requirements along with the technologies required to guide these products for the next three to five years.
- This role will own the roadmap to develop and deploy a world class set of contact center solutions that lead to exceptional agent and customer experiences.
- In this role, you will work cross functionally to build and deliver a multi-year roadmap of product and technology that will transform our call center technology and capability to provide innovated features and productivity gains.
- Identify opportunities, create business cases, and articulate your vision to build organizational alignment
- Develop goals/delivery commitments guiding high priority product development efforts within the roadmap and build robust mechanisms to drive these goals/commitments from concept to availability to end customers.
- Partner with teams across Chewy Enterprise (Operations, Engineering, Product, Business, Marketing, etc.) to drive alignment in roadmaps and vision.
- Guide roadmap execution and ensure that delivery is to the committed quality and schedule, ensuring overall integrity of execution meets the roadmap vision and goals
- Guide other product managers by establishing best practices around customer understanding, requirements engineering, and business case assessments
- Participate and contribute to long term planning (3 year planning, operating plan for next year) for your area of ownership
- Ability to abstract complex subjects and communicate with audiences of varying levels of leadership and technical background.
- Develop and maintain a product, prioritizing initiatives based on strategic importance, resource availability, and potential impact. Work closely with senior leadership to align product development efforts with broader organizational goals and initiatives.
- Oversee the end-to-end product development lifecycle, from ideation to execution, ensuring the timely delivery of high-quality products that address key customer pain points and business priorities. Collaborate closely with product managers, engineers, designers, and other stakeholders to define project requirements, prioritize features, and manage development timelines.
- Drive the integration of cutting-edge technologies, such as AI, machine learning, and data analytics, into customer care products to improve efficiency, personalization, and overall effectiveness.
- Lead a team of product managers, providing mentorship, guidance, and support to foster their professional growth and development. ster a culture of innovation within the team, encouraging experimentation and exploration of new tools and methodologies to enhance product development processes.
- Build strong relationships with stakeholders, effectively communicating product vision, priorities, and progress, and soliciting feedback to ensure alignment and success.
- stablish robust metrics and KPIs to track the performance and impact of customer care products, regularly monitoring and analyzing data to identify opportunities for optimization and improvement. Drive a culture of continuous improvement, iterating on products based on user feedback, market trends, and evolving business needs.
- Bachelor’s Degree in a quantitative field (e.g., Computer Science, Engineering, Mathematics, Statistics, Business), related technical field or equivalent work experiences. Master’s degree in business or quantitative field preferred.
- 7+ years experience in technical program management or similar experience managing cross functional projects and balancing product/business requirements with technical constraints.
- Strong business, operational, and technical vision.Experience owning/driving roadmap strategy and definition, feature delivery and tradeoffs of a product.
- Ability to abstract complex subjects and communicate with audiences of varying levels of leadership and technical background.
- Experience contributing to engineering discussions around technology decisions and strategy related to a product
Compensation & Benefits:
Our salary range for a position is $156,000.00 - $255,000.00. 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.
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.
What We Do
At Chewy, our mission is to be the most trusted and convenient destination for pet parents and partners, everywhere. We view pets and pet parents as family, and are obsessed with meeting their needs and exceeding customer expectations through every interaction. Behind the scenes, our talented teams are made up of innovators, delighters, big-thinkers and of course, passionate pet people—creating a place where you'll be empowered to build, growand unleash your fullest potential.
Launched in 2011, we offer the personalized service of a neighborhood pet store alongside the convenience and speed of e-commerce. Customers love shopping our wide selection of products of more than 100,000 products (including our Private brands and prescription Rx food and Rx medication products), which we offer at competitive prices, fast 1-2 day shipping and around-the-clock convenience that only e-commerce can offer.
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.
As an e-commerce company, product innovation drives our operations, and our team is constantly striving to find new and better ways to improve our customers’ experience. 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.
Why Work With Us
We're proud to be one of the fastest growing e-commerce companies of all time.
With growth comes the exciting opportunity to be a part of a world-class organization of engineering, product, and design team members, responsible for driving our latest innovations and designing "out-of-the Chewy box" experiences.
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Chewy Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.