Senior Program Manager W-SPM

Our Opportunity:

Chewy is growing! We are looking for a Senior Program Manager, to own our Voice of the Practice (VOP) program. As Chewy Vet Care (CVC) grows, it is imperative we understand the feedback from our care teams and how best to support them. This role will drive improvements to the Care Team experience by developing and maintaining strategic internal partnerships, developing programmatic rigor, prioritization scales, and executive communications. You will instill a sense of urgency when collaborating with teams across Chewy to ensure team member defects and difficulties are quickly understood and fully resolved, then operate at depth to ensure they never happen again. Additionally, you will be a critical team member advocate to ensure potential issues are resolved prior to occurring. This role requires a unique mix of process ownership, account management, and the ability to navigate sensitive situations coupled with an assertive and data-driven engagement across internal teams to ensure quick and future-proofed resolution. If you are a builder at heart that is excited about building a new vertical. Does this sound like you? If so, we would love to hear from you!

What you’ll do:

• Innovate, engage, and be the driving force behind the implementation and execution of program to support the understanding, response, and elimination of poor team member experiences.
• Understand what good looks like and highlight team member wins or best practices to work across teams to create standards.
• Be responsible for the completion of cross-functional Root Cause Analysis (RCA) exercises along with executive-facing communications when appropriate.
• Effectively communicate with senior leadership from other organizations to align resources and priorities to ensure timely resolution of customer defects.
• Responsible for cultivating a continuous improvement culture, including education/advocacy across the entire CVC network, and beyond to partner teams.
• Analyze large data sets and dig into details to assess trends along with areas of opportunity to have the largest impact.
• Be flexible in approach from a tool-set perspective using appropriate lean-sigma, innovation, and analytical methods.
• Ability to think out of the box and drive solutions that scale enough with current growth. Must be flexible, have dynamic and innovative approach with strong emphasis on advocating for the team member experience and safety.
• Partner with multiple functions to develop content demonstrating a deep understanding of Chewy’s processes, including flows and standards.
• Work with product/technology and operations leadership to identify process bottlenecks and build solutions.
• Ability to occasionally travel (10-15%) to different sites throughout US.

What you’ll need:

• 6+ years’ experience in program or project management in a leading role. Direct VOP program experience strongly preferred.
• Bachelor's degree or equivalent experience in a related field preferred (Technical, Business, Management)
• Strong written and oral communication skills that allow for effective communication across all levels of the organization, including the vertical President.
• Proven track record to drive and manage multiple competing priorities and projects with urgency in a fast-paced environment where continuous innovation is required.
• Lean, Black Belt/Six Sigma Black Belt experience preferred.
• Strong analytical and problem-solving skills, including experience in statistical analysis coupled with the ability to provide objective feedback and accurate root cause analysis.
• Excellent project management skills and experience
• A consistent record of inspiring change and delivering results.

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 [email protected].

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