Sr CS Program Manager

Overview In this role you drive high-impact initiatives that enhance customer care and team member experiences while enabling scalable operations. You partner with senior leaders and cross-functional teams to prioritize and deliver programs, guided by data and KPIs. You’ll simplify complexity, champion continuous improvement, and translate insights into action that aligns with Chewy’s growth and customer-focused mission. This is a visible, executive-facing role that shapes internal processes and product readiness for launches. Compensation / Benefits401k and equity granthealth, vision, dental insurancelife and disability insurancepet insurance discountpaid time off (unlimited)paid holidays (six per year) ResponsibilitiesPartner with senior leadership to influence, prioritize, and deliver cross-functional initiativesProgram manage multi-team efforts with clear ownership and timelinesLead recurring business reviews and communicate progress, risks, and insights using dataEstablish KPIs and roadmaps to measure success and accountabilityInfluence decision-making through operational insights and collaborationProvide data-driven recommendations to support continuous improvementIdentify process bottlenecks with engineering/operations to drive efficiencySupport product launches by ensuring Customer Care readiness and readiness checksDesign and implement inspection, automation, and reporting tools for scalability and self-service Key requirementsBachelor’s degree or equivalent experienceExperience delivering large-scale, data-driven initiatives with cross-functional coordinationProven track record in high-demand timelines and changing prioritiesExceptional written and verbal communication with executive-level storytellingStrong analytical and problem-solving skills including root cause analysisExcellent program/project management with ownership and follow-throughAbility to influence, build consensus, and drive change across stakeholdersComfort communicating across all organization levels and managing ambiguity in a fast-paced environmentstrong communicationinfluence and collaborationproblem-solvingSQLSnowflakedata analysis