Chewy - Bellevue, WA
posted 2 months ago
As a Senior Technical Product Manager at Chewy, you will play a crucial role in enhancing customer experiences through innovative product management. You will be part of the Customer Care Product Management (CCPM) team, which is dedicated to understanding the needs of support agents and customers alike. Your primary focus will be on developing and maintaining systems that facilitate premier customer support, ensuring that our offerings are not only effective but also customer-centric. This position requires a blend of technical expertise and business acumen, as you will be responsible for leading end-to-end product development processes, from ideation to execution. You will immerse yourself in technology while prioritizing customer needs, setting high standards for agent experience, and driving transformative change initiatives. In this role, you will oversee a diverse portfolio of projects, employing various methodologies and tools such as A/B testing and data analysis to ensure that our products evolve in line with the dynamic needs of our agents and customers. You will develop and communicate a clear product vision and roadmap that aligns with business goals and customer needs. Your responsibilities will include leading product development processes, exploring new channels for customer care, and championing the integration of generative AI technologies into our products. You will work closely with cross-functional teams to ensure alignment and flawless execution, while also defining and tracking key performance indicators (KPIs) to measure the success and impact of our contact center products.