What are the responsibilities and job description for the Senior Program Manager, Voice of Customer position at Chewy?
Our Opportunity
Chewy is looking for a versatile Senior Program Manager, Voice Of The Customer to own all aspects of one of our VoC program Verticals! This role will drive improvements to the customer experience by developing and maintaining strategic internal partnerships, developing programmatic rigor, ownership of customer concern scenarios, and executive communications. You will instill a sense of urgency when partnering with teams across Chewy to ensure customer defects and emergent issues are quickly understood and fully resolved (for all customers), then operate at depth to ensure they never happen again. Additionally, you will be a key customer advocate to ensure potential issues are resolved prior to occurring. This role requires an outstanding mix of process ownership, account management, and the ability to navigate sensitive situations coupled with an assertive and data-driven engagement across internal teams to ensure quick and future-proofed resolution. If you are a builder at heart that loves improving the lives of pet parents, this is the role for you.
What You’ll Do
Innovate, engage, and be the driving force behind the implementation and execution of program to support the understanding, response, and elimination of poor customer.
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.
If you have a disability under the Americans with Disabilities Act or similar law, or you require a religious accommodation, and you wish to discuss potential accommodations related to applying for employment at our company, please contact HR@Chewy.com.
To access Chewy’s Privacy Policy, which contains information regarding information collected from job applicants and how we use it, please click here: Chewy Privacy Policy.
Chewy is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members. If you have a disability under the Americans with Disabilities Act or similar law, and you need an accommodation during the application process or to perform these job requirements, or if you need a religious accommodation, please contact CAAR@chewy.com.
If you have a question regarding your application, please contact HR@chewy.com.
To access Chewy's Customer Privacy Policy, please click here. To access Chewy's California CPRA Job Applicant Privacy Policy, please click here.
Chewy is looking for a versatile Senior Program Manager, Voice Of The Customer to own all aspects of one of our VoC program Verticals! This role will drive improvements to the customer experience by developing and maintaining strategic internal partnerships, developing programmatic rigor, ownership of customer concern scenarios, and executive communications. You will instill a sense of urgency when partnering with teams across Chewy to ensure customer defects and emergent issues are quickly understood and fully resolved (for all customers), then operate at depth to ensure they never happen again. Additionally, you will be a key customer advocate to ensure potential issues are resolved prior to occurring. This role requires an outstanding mix of process ownership, account management, and the ability to navigate sensitive situations coupled with an assertive and data-driven engagement across internal teams to ensure quick and future-proofed resolution. If you are a builder at heart that loves improving the lives of pet parents, this is the role for you.
What You’ll Do
Innovate, engage, and be the driving force behind the implementation and execution of program to support the understanding, response, and elimination of poor customer.
- For emergent issues, directly own deep dive, identify and provide supporting data and appropriately intensify to the Executive.
- Escalation team who will own all executive-facing communications.
- Effectively communicate with senior leadership from other organizations to align resources and priorities to ensure timely resolution of customer defects.
- Leverage industry leading NLP tools to analyze and communicate customer needs and experiences to leaders across the organization.
- Responsible for cultivating a Customer First Culture, including education/advocacy across the entire Customer Care network, and beyond to partner teams.
- Analyze large data sets and dig into details to assess trends along with areas of opportunity to have biggest impact to customer experience.
- Must be able to Earn Trust with various partner teams and stakeholders across the organization while advocating for the customer.
- Be flexible in approach from a tool-set perspective using appropriate lean-sigma, innovation, and analytical methods.
- Ability to think out of the box and drive solutions that scale enough with current growth. Must be flexible, have multifaceted and innovative mentality with strong emphasis on customer experience and safety.
- Partner with multiple functions to develop content maximising a deep understanding of Chewy’s processes, including flows and standards.
- Work with product/technology and operations leadership to identify process bottlenecks and build solutions.
- Ability to occasionally travel (10-15%) to different sites throughout US.
- 6 years’ experience in program or project management in a leading role.
- Direct VoC program experience required.
- Bachelor's degree in a related field preferred (Technical, Business, Management).
- Strong written and oral communication skills that allow for effective communication across all levels of the organization, including our CEO.
- Proven track record to drive and run multiple competing priorities and projects with urgency in a fast-paced environment where continuous innovation is required
- Experience with Qualtrics or Medallia strongly preferred.
- Lean, Black Belt/Six Sigma Black Belt experience preferred.
- Strong analytical and problem-solving skills, including experience in statistical analysis coupled with the ability to provide objective feedback and accurate root cause analysis.
- Excellent project management skills and experience.
- A consistent track record of inspiring change and delivering results.
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.
If you have a disability under the Americans with Disabilities Act or similar law, or you require a religious accommodation, and you wish to discuss potential accommodations related to applying for employment at our company, please contact HR@Chewy.com.
To access Chewy’s Privacy Policy, which contains information regarding information collected from job applicants and how we use it, please click here: Chewy Privacy Policy.
Chewy is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members. If you have a disability under the Americans with Disabilities Act or similar law, and you need an accommodation during the application process or to perform these job requirements, or if you need a religious accommodation, please contact CAAR@chewy.com.
If you have a question regarding your application, please contact HR@chewy.com.
To access Chewy's Customer Privacy Policy, please click here. To access Chewy's California CPRA Job Applicant Privacy Policy, please click here.
