Our Opportunity:

Are you ready to take the helm and orchestrate the evolution of Chewy's Customer Service (CS) organization? We're on the lookout for a dynamic, results-oriented Senior Program Manager who thrives in driving impactful change initiatives. In this pivotal role, you'll be instrumental in shaping the trajectory of our CS operations, ensuring seamless adaptation to evolving priorities while maintaining operational excellence. As the conductor of change, you'll lead the charge in setting strategic direction and defining the structural framework necessary for the CS organization amidst continuous progress. Your adeptness in navigating situations and building robust partnerships with senior stakeholders will be paramount as you prioritize initiatives aimed at aligning CS strategies with overarching business goals and objectives. At the heart of your responsibilities lies the management of our change control processes, ensuring that all transitions are managed efficiently and effectively. You'll be at the forefront of crafting and refining our project intake procedures, guaranteeing that resources are allocated judiciously to initiatives that drive strategic impact and align with company goals.

This is more than just a role, it's a platform for driving meaningful change and leaving a lasting imprint on Chewy's CS roadmap. If you're someone who relishes the opportunity to make a strategic impact, build influential partnerships, and steer the course towards success, then this is the role for you.

What you will do:

CS Project Intake:

• Receive, review, and prioritize change requests from various stakeholders.
• Verify the completeness and accuracy of change requests, ensuring all necessary information is provided.
• Conduct thorough impact assessments to evaluate and size the effects of proposed changes.
• Analyze potential risks, benefits, and dependencies associated with each change.
• Collaborate with relevant stakeholders to understand implications and gather input.
• Schedule and facilitate change review meetings, providing updates and soliciting feedback.
• Communicate change objectives, plans, and progress updates to stakeholders at all levels.
• Address concerns, questions, and resistance from impacted parties.
• Establish clear communication protocols for project intake, keeping stakeholders informed throughout the process, from initial submission to final decisions.
• Develop training materials and conduct training sessions to prepare stakeholders for upcoming changes.
• Proactively manage stakeholder expectations, providing timely updates and clear justifications for project selections or deferrals.
• Track key metrics related to project intake, such as project volume, approval rates, time to decision, and resource allocation efficiency.
• Foster a culture of transparency and collaboration to gain buy-in for proposed changes.

Orchestrate Change Management:

• Develop and maintain change management policies, procedures, and guidelines.
• Own the change control process, making timely and efficient decisions to support company and departmental goals with minimal disruption.
• Rigorously assess project proposals, considering strategic fit, feasibility, potential impact, and resource requirements.
• Influence scope, phases, approach with external CS partners to get the optimal benefit with minimum effort.
• Proactively identify and mitigate potential risks associated with changes.
• Champion a culture of continuous improvement, fostering team collaboration and knowledge sharing.
• Oversee the implementation of approved changes, monitoring progress, identifying, and addressing any issues that arise.
• Maintain alignment with CS product tech roadmap.
• Track and report on the effectiveness of the change control process, soliciting recommendations for improvement and driving continuous improvement.

Drive Performance Monitoring:

• Establish key performance indicators (KPIs) aligned with strategic goals and track progress through regular reporting.
• Analyze data to identify areas for improvement and recommend operational adjustments.
• Present performance insights to leadership, driving data-driven decision-making.

What you will need:

Education:

• Bachelor’s degree in a related field preferred (Technical, Business, Management).
• Minimum 7 years of experience in strategic planning and change management, preferably within a CS e-commerce environment.

Change Management Knowledge:

• A solid understanding of change management principles, methodologies, and best practices is essential.
• Strong understanding of risk management principles and mitigation strategies.
• Experience with change management methodologies (e.g., Prosci ADKAR, Kotter 8-Step) a plus.

Analytical Skills:

• The ability to analyze complex situations, assess the impact of changes, identify potential risks and dependencies, and make data-driven decisions is crucial for effective change management.
• Strong analytical and problem-solving skills with a data-driven approach

Communication Skills:

• Strong verbal and written communication skills are essential for conveying change objectives, plans, and updates to stakeholders at all levels. This includes active listening, negotiation, and conflict resolution skills to address concerns and facilitate collaboration.

Stakeholder Management:

• The ability to engage and influence stakeholders from various departments and levels of the organization is vital. This involves building relationships, understanding stakeholder perspectives, and aligning change initiatives with their needs and priorities.

Project Management:

• Proficiency in project management methodologies and tools is necessary for planning, executing, and monitoring change initiatives. This includes skills in scope management, resource allocation, scheduling, and risk management.

Leadership Skills:

• As a change agent, you need leadership qualities to inspire and motivate teams, facilitate change adoption, and drive organizational transformation. This involves fostering a culture of innovation, resilience, and continuous improvement.
• Ability to think and perform in both strategic and tactical spaces, concurrently.

Problem-Solving Abilities:

• The capability to identify obstacles, overcome challenges, and find creative solutions is essential in managing change effectively. This includes troubleshooting issues, adapting to unforeseen circumstances, and mitigating resistance to change.

Change Facilitation Skills:

• Facilitation skills are necessary for leading change workshops, meetings, and training sessions. This involves guiding discussions, fostering collaboration, and encouraging participation to achieve consensus and commitment to change.

Technical Proficiency:

• Depending on the nature of the changes being implemented, technical proficiency in relevant systems, processes, or industries may be required. This could include knowledge of software applications, IT infrastructure, regulatory compliance, or industry-specific standards.

Adaptability and Resilience:

• The ability to adapt to changing circumstances, remain resilient in the face of setbacks, and maintain a positive attitude amid uncertainty is essential for navigating the complexities of change management.

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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