Program Manager

$95,500 - $152,500/Yr

Chewy - Boston, MA

Full-time - Mid Level

Boston, MA

Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers

About the position

Chewy is seeking a Program Manager for its CRM team, responsible for supporting the planning and evolution of customer programs. The role requires strong organizational skills to lead multiple workstreams and develop a comprehensive view of Chewy's core services. The Program Manager will collaborate cross-functionally to drive process improvements and enhance customer value.

Responsibilities

• Own project process from intake to completion for the CRM team.
• Maintain overall service delivery to internal and external customers, including SLA management and product quality.
• Ensure delivery of projects while optimizing based on return on investment.
• Manage governance of external partner submissions to meet quality standards.
• Develop and maintain a measurement framework to assess prioritization and efficiency of programs.
• Implement processes to fail fast, learn from failures, and re-test when results do not meet expectations.
• Regularly develop hypotheses and testing frameworks to engage customers and drive results.
• Collaborate cross-functionally to ensure the CRM team meets commitments and prioritizes effectively.

Requirements

• Demonstrated ability in a Program Management role.
• Strong interpersonal skills, especially in written communication.
• Proficiency in defining program requirements and using data to measure efficiency.
• Ability to manage multiple programs and projects simultaneously.
• Knowledge of Project Management tools such as JIRA, Confluence, or Smartsheet.

Nice-to-haves

• Experience in customer retention and/or loyalty marketing.
• Previous experience in a customer experience environment, especially ecommerce.
• Solid understanding of owned marketing channels including email, push, direct mail, and notifications.

Benefits

• Salary range of $95,500.00 - $152,500.00 based on experience and location.
• Eligible for 401k and annual equity grant.
• Medical/Rx, vision, dental, life, disability, and other insurance options.
• Parental leave and family services benefits.
• Backup dependent care and flexible spending accounts.
• Telemedicine services and pet adoption reimbursement.
• Employee assistance program and discounts on pet insurance and Chewy.com.
• Unlimited PTO subject to manager approval.
• Six paid holidays per year.
• Paid sick and family leave in compliance with applicable regulations.