Our Opportunity:Chewy is seeking a Sr. Program Manager in Boston, MA. Chewy's mission is to be the most trusted and convenient online destination for pet parents and partners everywhere. We are obsessed with meeting the needs of pets and pet parents and exceeding customer expectations through every interaction. Within Chewy, the Chewy Health team is focused on redefining how pet parents care for their pets and how veterinarians support them. We are on an exciting journey to build out a comprehensive set of virtual care solutions that deeply engage and interconnect vets and pet parents, making it easier for pets of all shapes and sizes to lead healthy, happy lives.

As a Sr. Program Manager for Chewy’s Virtual Healthcare team, you will work closely with Product Management, Engineering, Operations, and Design on Chewy’s newest proprietary technology that powers the world’s largest pet virtual care business to ensure we are delivering the highest quality to both our pet parents and our veterinary staff. You will own launch and ongoing processes designed to identify, prioritize, and quickly troubleshoot issues, and identify root cause contributors. You will own program responsibility for measuring quality and compliance each week, surfacing insights to our partner teams, then improving current, and developing new, processes. You will strike a balance between entrepreneurial spirit and practical implementation, be capable of breaking down complex, ambiguous problems, and embody excellent communication with a strong sense for urgency and time management. If you are a customer-obsessed program manager with deep experience in delivering high quality software, join us to be part of an exciting journey to shape the future of pet healthcare!

What You’ll Do:

• Oversee User Acceptance Testing for all feature and product launches, including recruitment, scheduling, device coordination, reporting, and post-launch retro. Identify potential risk areas and helps ensure successful completion of pre-launch testing through effective communication and flexibility.
• Manage internal software releases in coordination with operations. Define ongoing release schedule, develop supporting processes, and draft and distribute release notes.
• Manage overall bug process, including partnering with away teams to ensure bugs are properly prioritized and required work efforts are coordinated. Identify process improvements needed to ensure we are maintaining a high level of quality for our production services.
• Provide initial discovery and investigation of all new, non-urgent tickets submitted through the SNOW ticketing process, including pulling incident details, adding datadog tracking, reproducing, and capturing screen recordings. Coordinate weekly process to review and prioritize with product and engineering.
• Provide overview of weekly service incidents, determine, and communicate costs of service outages, track COEs, and identify process improvements to reduce service-impacting incidents over time.
• Identify additional sources of customer quality issues (e.g., Customer Service, Voice of the Customer, App Store Reviews) and incorporate those into appropriate processes
• Identify process improvement opportunities and collaborate with internal teams to close performance gaps.
• Create, analyze, and own internal reporting mechanisms and making recommendations to senior leadership.
• Coordinate with Chewy stakeholders across the company (outside of our team and organization) to drive timely resolution of problems. Comfortable proactively in seeking assistance from other staff members as required to quickly resolve issues.
• Evaluate bug reporting process flows and identify improvements to reduce the burden on the vet team in reporting bugs and determine if additional processes are needed for customers to report bugs.

What You’ll Need:

• 5+ years of program or project management experience
• Experience owning program strategy, end to end delivery, and communicating results to senior leadership.
• Experience working with e-commerce and mobile app products. Technically proficient with knowledge of a variety of mobile operating systems and computer hardware and software. Should grasp complex technology easily and be able to learn new information quickly.
• Experience implementing repeatable processes and driving automation and/or standardization.
• Strong project and time management skills, with the ability to adjust to constantly shifting schedules and time demands.
• Excellent organizational skills and can track and support multiple projects. Exceptionally detail oriented.
• Ability to form strong relationships across disparate teams.
• Proven track record of managing and executing projects from start to finish, including project management, data gathering, problem solving, and ongoing stakeholder communication.
• Experience partnering with Engineering, Product Management, Operations and/or Design to deliver high quality products or services that delight customers (internal and external)
• Excellent written and verbal communication skills, strong sense of ownership, urgency and drive, and a collaborative work style
• Position requires periodic travel (2-3x/year)

Bonus:

• Project Management certification
• Strong understanding of the overall pet care industry and recent trends
• Previous experience leading UAT or beta testing

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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