Experienced Senior Program Manager - Customer Returns Experience and Client Satisfaction Improvement Specialist

Introduction to Chewy and Our Mission

At Chewy, we are passionate about delivering exceptional customer experiences and making pet ownership easier and more enjoyable for our clients. As a leading online pet supply retailer, we strive to provide top-notch products, services, and support to our customers. Our team is dedicated to creating a positive and seamless experience for our clients, and we are now seeking an experienced Senior Program Manager to join our team as a Customer Returns Experience specialist.

About the Role

As a Senior Program Manager focused on Customer Returns Experience, you will play a critical role in developing and improving our customer-facing returns features. You will work closely with cross-functional teams, including Satisfaction Operations, Merchandising Category teams, Customer Service, and other stakeholders within the Returns, Replacements, and Concessions (RRC) group. Your primary objective will be to enhance the customer experience by creating a more efficient, effective, and client-friendly returns process.

Key Responsibilities

• Foster a deep understanding of our customer segments to best comprehend and cater to their needs.
• Develop and improve customer-facing returns features to make the returns process more intuitive, efficient, and client-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, and more.
• Collaborate with cross-functional teams to identify areas of improvement and implement creative solutions to enhance customer satisfaction.
• Track key performance indicators and manage detailed project plans to drive execution and accountability.
• Communicate project updates to Customer Service teams and other key stakeholders.
• Identify areas of risk for RRC expectations and work with stakeholders to address and mitigate them.
• Manage interdependencies and coordination across projects to ensure that information related to project expectations, risks, and issues is accurately communicated to key stakeholders.
• Foster collaboration, strategic alignment, coordinated planning, and mutually supportive relationships with stakeholders, project leaders, and key partners.

Requirements and Qualifications

To be successful in this role, you will need:

• A Bachelor's degree in Business Administration, Finance, Operations Management, or a related quantitative field.
• 10+ years of experience in technical program management or similar experience managing cross-functional operations and aligning product/business requirements with technical requirements.
• A proven track record of developing 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 present new, innovative options and solutions to address diverse customer needs.
• Demonstrated expertise in driving growth and improvements in the customer experience area.

Preferred Qualifications

• Experience working in a fast-paced, dynamic environment with a focus on customer satisfaction and experience.
• Strong analytical and problem-solving skills, with the ability to analyze complex data and develop creative solutions.
• Excellent communication and interpersonal skills, with the ability to work effectively with stakeholders at all levels.
• Ability to adapt to changing priorities and deadlines, with a focus on delivering high-quality results.

Skills and Competencies

To excel in this role, you will need to possess:

• Strategic thinking: ability to develop and implement strategic plans to drive customer satisfaction and experience.
• Collaboration and influencing: ability to work effectively with cross-functional teams and stakeholders to drive results.
• Communication: excellent written and verbal communication skills, with the ability to communicate complex ideas and plans to stakeholders.
• Problem-solving: strong analytical and problem-solving skills, with the ability to analyze complex data and develop creative solutions.
• Adaptability: ability to adapt to changing priorities and deadlines, with a focus on delivering high-quality results.

Career Growth Opportunities and Learning Benefits

At Chewy, we are committed to providing our employees with opportunities for growth and development. As a Senior Program Manager, you will have the opportunity to:

• Develop and improve your skills in program management, customer experience, and product development.
• Work with cross-functional teams to drive results and improve customer satisfaction.
• Participate in training and development programs to enhance your skills and knowledge.
• Take on new challenges and responsibilities as you grow and develop in your role.

Work Environment and Company Culture

At Chewy, we are passionate about creating a positive and supportive work environment that fosters collaboration, creativity, and growth. Our company culture is built on the following values:

• Customer obsession: we are dedicated to delivering exceptional customer experiences and making pet ownership easier and more enjoyable for our clients.
• Teamwork: we believe that collaboration and teamwork are essential to driving results and achieving our goals.
• Innovation: we encourage creativity, innovation, and experimentation to drive growth and improvement.
• Integrity: we are committed to operating with integrity, transparency, and honesty in all our interactions.

Compensation, Perks, and Benefits

We offer a competitive salary range of $42-$52 per hour, as well as a comprehensive benefits package that includes:

• Medical, dental, and vision insurance.
• 401(k) matching program.
• Paid time off and holidays.
• Opportunities for growth and development.
• A dynamic and supportive work environment.

Conclusion

If you are a motivated and experienced program manager with a passion for customer experience and product development, we encourage you to apply for this exciting opportunity. As a Senior Program Manager at Chewy, you will have the chance to make a real impact on our customers' lives and drive growth and improvement in our business. Don't miss out on this opportunity to join our team and take your career to the next level.

To apply, please submit your application, including your resume, cover letter, and any required documents. We look forward to hearing from you!