Our Opportunity:

Are you ready to take on a strategic leadership role that will shape the future of customer experience at Chewy? Do you thrive on leveraging data to build best-in-class customer experiences? Do you love designing and building systems that can process, and transform? Join Chewy's Customer Care Product Management (CCPM) team as a Staff Technical Product Manager. 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:

• The ideal candidate will have a passion for product development, be highly skilled at working backwards from multiple customers, demonstrate the ability to advise and influence organization management to align to a multi-year portfolio strategy, and be highly technical to dive deep into product roadmaps and design for scale requirements along with the technologies required to guide these products for the next three to five years.
• This role will own the roadmap to develop and deploy a world class set of contact center solutions that lead to exceptional agent and customer experiences.
• In this role, you will work cross functionally to build and deliver a multi-year roadmap of product and technology that will transform our call center technology and capability to provide innovated features and productivity gains.
• Identify opportunities, create business cases, and articulate your vision to build organizational alignment
• Develop goals/delivery commitments guiding high priority product development efforts within the roadmap and build robust mechanisms to drive these goals/commitments from concept to availability to end customers.
• Partner with teams across Chewy Enterprise (Operations, Engineering, Product, Business, Marketing, etc.) to drive alignment in roadmaps and vision.
• Guide roadmap execution and ensure that delivery is to the committed quality and schedule, ensuring overall integrity of execution meets the roadmap vision and goals
• Guide other product managers by establishing best practices around customer understanding, requirements engineering, and business case assessments
• Participate and contribute to long term planning (3 year planning, operating plan for next year) for your area of ownership
• Ability to abstract complex subjects and communicate with audiences of varying levels of leadership and technical background.
• 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.
• 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.
• Strong business, operational, and technical vision.Experience owning/driving roadmap strategy and definition, feature delivery and tradeoffs of a product.
• Ability to abstract complex subjects and communicate with audiences of varying levels of leadership and technical background.
• Experience contributing to engineering discussions around technology decisions and strategy related to a product

Compensation & Benefits: 

Our salary range for a Staff Technical Product Manager 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.

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