Sr Program Manager - Customer Returns Experience

Our Opportunity

Join our team at Chewy as a Program Manager focused on enhancing the customer returns

experience. As a Program Manager reporting directly to the Director of Refunds, Replacements, and Concessions (RRC), you will play a pivotal role in expanding and improving our customer-facing returns features. Expand customer-facing returns features, improving the value proposition, making it even more compelling, and further delighting our customers. Introduce new, more flexible options to help solve existing and future edge cases, including drop-off options at physical

locations and introducing new carriers. This role is an exciting opportunity to drive customer satisfaction, contribute to the bottom line, and significantly impact Chewy's customer

experience strategy.

What You'll Do

Develop an understanding of our customer segments to best understand and plan for meeting their needs.Expand and improve customer-facing returns features to make the returns process more compelling, efficient, and customer-friendly.Own the concept and launch of customer facing returns options to address existing and future edge cases, including drop-off options at physical

locations, the introduction of new carriers, mailed labels etc.Work closely with cross-functional teams, including Fulfillment Operations, Merchandizing Category teams, Customer Service and others within the RRC team.Strive for continuous improvement by identifying and implementing innovative solutions to further delight our customers.Track key milestones and manage detailed project plans to drive execution and accountabilityCommunicate project status updates to Customer Service leadership and other key stakeholdersIdentify areas of risk for RRC deliverables and partner with business owners to address and remedyManage interdependencies and coordination across projects to ensure that information relating to project deliverables, risks and issues are effectively communicated to key stakeholdersFoster collaboration, strategic alignment, integrated planning and mutually supportive relationships with business owners, project leaders and key stakeholders

What You’ll Need

Bachelor's degree in business administration, Finance, Operations Management, or a related quantitative field.10+ years

experience in technical program management or similar

experience managing cross functional projects and balancing product/business

requirements with technical constraints.Proven track record of expanding and improving customer-facing features in a product management capacity.Strong leadership and influencing

skills to collaborate with cross-functional teams.Ability to work effectively with senior leadership and communicate product strategy and impact.Ability to introduce new, creative options and solutions to address diverse customer needs.Proven

experience in driving innovation and improvements in the customer

experience domain.

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.

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