Program Manager, Customer Experience (WOW Programs)

Job Description:
Our Opportunity:
Chewy is seeking a highly creative and innovative Program Manager for its "WOW" team, a customer experience leader passionate about creating genuine, memorable moments that surprise and delight our pet parents and their pets. This role is responsible for owning the strategy, execution, measurement, and continuous evolution of key customer lifecycle experiences that strengthen customer relationships and drive measurable business outcomes. The right person will have an insatiable curiosity about our customers, with the goal of engaging them with the right experiences or gifts at meaningful points in their customer journey in ways that improve engagement, retention, sentiment, etc. This person will partner cross-functionally with Customer Care, Brand Marketing, PR/Social, Merchandising, Product, and other key verticals to drive maximum, measurable impact to customer behavior and engagement with the Chewy brand. This leader should be able to think critically, be comfortable with data to understand the impact of the programs we manage, and have the drive to iterate, test, learn, and scale new customer experiences.
What You'll Do:

• Own and continuously evolve multiple customer lifecycle experiences, independently developing program strategies, objectives, roadmaps, and measurable success criteria.
• Think critically and closely follow the customer lifecycle to ensure WOW programs align with critical customer milestones as part of a comprehensive engagement strategy, creating experiences they never expected but immediately recognize as uniquely Chewy.
• Maintain overall service delivery to internal and external customers, inclusive of SLA management, product quality, vendor-side support, and all other controllable inputs. While some elements of this process will be managed by our WOW Operations team, it's your responsibility to inspect, ask questions, identify any gaps, and ensure we are controlling the cost and value of these programs.
• Develop measurement frameworks that translate customer insights, operational learnings, and business performance into clear recommendations, strategic decisions, and scalable program improvements. If results fall short, adapt quickly, learn, and make changes to improve the customer experience.
• Independently develop hypotheses, testing frameworks, and customer experience recommendations that strengthen lifecycle programs. Partner closely with WOW Operations to design, execute, measure, and optimize experiences through experimentation to determine where WOW creates the most value for our customers and Chewy.

What You'll Need:

• At least 5 years of experience in a Program Management role.
• Strong written communication skills, including the ability to produce concise, executive-ready strategies, business cases, execution plans, and results recaps that clearly communicate customer impact, business outcomes, recommendations, and next steps.
• Proficiency in defining program requirements that drive intended results and using data to determine their effectiveness (for the WOW team, inventing metrics might also come with the territory).
• Demonstrated ability to lead multiple cross-functional programs end-to-end from concept through execution - exercising sound judgment, building alignment with partners, and bringing forward thoughtful recommendations with limited direction while protecting the customer experience.
• To be extremely comfortable 'living in the gray.' This is a unique role and a unique department - it's part science, part art. You must be able to build programs in ambiguity without always having concrete direction.
• High levels of creativity - in many ways, you'll be paving the way and redefining standards of what it means to surprise and delight customers - creating strategies, gift ideas, and special moments should come naturally.
• Some travel may be required.

Bonus:

• Experience in customer retention and/or loyalty marketing
• Previous experience in a CX environment, especially eCommerce

The base salary range for this role is $86,500 - $138,500.00.

• The specific salary offered to a candidate may be influenced by a variety of factors including but not limited to the candidate's relevant experience, education, and work location. In addition, this position is eligible for 401k and a new hire and annual equity grant. C08+ positions may also be eligible for annual bonus.

We offer different types of insurance and benefits, such as medical/Rx, vision, dental, life, disability, hospital indemnity, critical illness, and accident. We offer parental leave, family services benefits, backup dependent care, flexible spending accounts, telemedicine, pet adoption reimbursement, employee assistance program, and many discounts including 10% off pet insurance and 20% off at Chewy.com.
Exempt salary team members have unlimited PTO, subject to manager approval. 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.
Chewy is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, gender, citizenship, marital status, religion, age, disability, gender identity, results of genetic testing, veteran status, as well as any other legally-protected characteristic. 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 [email protected].
To access Chewy's California CPRA Job Applicant Privacy Policy, please click here.