Our Opportunity:

Are you ready to take on a strategic leadership role that will shape the future of customer experience at Chewy? Can you lead a team in developing solutions and products that drive our world-class support forward? The Chewy Customer Care Product Management (CCPM) team is seeking an experienced Associate Director, Technical Product Management. At Chewy CCPM, we're dedicated to deeply understanding support agent and customer experiences while building and maintaining the systems that power our world-class support. Our goal is to create the most customer-centric experiences possible, fostering knowledge, trust, and growth. We develop cutting-edge tools and solutions that contribute to our collective mission of being the most trusted and convenient destination for pet parents (and partners) everywhere.

A successful candidate is a strong technical product leader with a background in product management, process optimization, and analytics. You will build large-scale solutions, scientifically reinvent processes, help us understand the needs of our customers, and accelerate data-driven decision making. You will effectively work backwards from the customer (both external and internal) and build scalable and durable solutions. You'll thrive in navigating ambiguity, breaking down complex problems into actionable tasks and roadmaps, and leading cross-functional teams to balance tough trade-offs and align priorities across business, product, and tech teams.

What You’ll Do:

• Strategic Planning and Roadmapping: Develop and maintain a product, prioritizing initiatives based on strategic importance, resource availability, and potential impact. Work closely with senior leadership to align product development efforts with broader organizational goals and initiatives.
• AI Integration: Champion the integration of generative AI Technologies into our customer care products to empower agents with real-time solutions and personalized assistance. Collaborate with data science and engineering teams to develop AI-driven tools that enhance agent productivity and customer satisfaction.
• Product Development Oversight: Oversee the end-to-end product development lifecycle, from ideation to execution, ensuring the timely delivery of high-quality products that address key customer pain points and business priorities. Collaborate closely with product managers, engineers, designers, and other stakeholders to define project requirements, prioritize features, and manage development timelines.
• Technology Integration and Innovation: Drive the integration of cutting-edge technologies, such as AI, machine learning, and data analytics, into customer care products to improve efficiency, personalization, and overall effectiveness.
• Team Leadership and Development: Lead a team of product managers, providing mentorship, guidance, and support to foster their professional growth and development. Foster a culture of innovation within the team, encouraging experimentation and exploration of new tools and methodologies to enhance product development processes.
• Stakeholder Management and Collaboration: Build strong relationships with stakeholders, effectively communicating product vision, priorities, and progress, and soliciting feedback to ensure alignment and success.
• Performance Monitoring and Optimization: Establish robust metrics and KPIs to track the performance and impact of customer care products, regularly monitoring and analyzing data to identify opportunities for optimization and improvement. Drive a culture of continuous improvement, iterating on products based on user feedback, market trends, and evolving business needs.

What You’ll Need:

• Bachelor’s Degree in a quantitative field (e.g., Computer Science, Engineering, Mathematics, Statistics, Business), related technical field or equivalent work experiences. Master’s degree in business or quantitative field preferred.
• 7+ years experience in technical program management or similar experience managing cross functional projects and balancing product/business requirements with technical constraints.
• 2+ years of team management experience
• Ability to abstract complex subjects and communicate with audiences of varying levels of leadership and technical background.
• Strong business, operational, and technical vision.

If you have a disability under the Americans with Disabilities Act or similar law, or you require a religious accommodation, and you wish to discuss potential accommodations related to applying for employment at our company, please contact HR@Chewy.com.

To access Chewy’s Privacy Policy, which contains information regarding information collected from job applicants and how we use it, please click here: Chewy Privacy Policy.

Compensation & Benefits:

Our salary range for a  Associate Director, Technical Product Management position is $156,000.00 - $255,000.00. 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.

We offer different types of insurance, 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.

Non-exempt hourly team members accrue paid time off (PTO) while salaried-exempt team members have unlimited PTO, subject to manager approval. Non-exempt hourly team members in Fulfillment Centers and Customer Service are also eligible for additional unplanned unpaid time off (UTO). 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 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.

To access Chewy's Customer Privacy Policy, please click here. To access Chewy's California CPRA Job Applicant Privacy Policy, please click here.