Senior Technical Product Manager
Senior Technical Product Manager
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Job Description
Our Opportunity:
Are you passionate about delivering bestinclass customer experiences Do you thrive at the intersection of product strategy data and technology If so join Chewys Customer Care Product & Engineering (CCPE) team as a Senior Technical Product Manager to help shape the future of customer care!
At Chewy CCPE we focus on deeply understanding both customer and support agent experiences developing the technology that powers our industryleading customer care platform. Our goal is to build intelligent scalable and seamless experiences while fostering trust efficiency and growth.
As a Senior Technical Product Manager you will play a pivotal role in defining and executing product strategies that enhance customer care initiatives. Youll collaborate with engineering design data science and business teams to build innovative solutions including AIdriven tools and automation that improve agent productivity and customer satisfaction.
What Youll Do:
- Own the Product Vision & Strategy: Develop and communicate a clear product roadmap ensuring alignment with business goals and customer needs.
- Lead Product Development: Oversee endtoend development of solutions including agentfacing tools workforce management systems and data visualization dashboards.
- Leverage Machine Learning & AI: Partner with data science and engineering teams to implement AIdriven tools that optimize customer interactions and agent workflows.
- Prioritize Features & Enhancements: Utilize customer feedback data insights and experimentation (A/B testing dashboards) to define requirements plan sprints and ensure timely delivery of highquality features.
- Drive CrossFunctional Collaboration: Collaborate with crossfunctional teams to ensure alignment and flawless . Cultivate a culture of collaboration innovation and continuous improvement.
- Optimize Performance & Impact: Define and monitor key performance indicators (KPIs) to measure success identify trends and iterate on product improvements.
- Manage 3rd Party Vendors: Collaborate with external vendors to integrate capabilities into our product ecosystem and influence their roadmap.
What Youll Need:
- Bachelors Degree in a quantitative field (e.g. Computer Science Engineering Mathematics Statistics Business) related technical field or equivalent work experiences. Masters Degree in business or quantitative field preferred.
- 5 years experience in technical product management or similar experience running cross functional projects and balancing product/business requirements with technical constraints.
- Strong analytical mindset with the ability to translate data into actionable product decisions.
- Experience with building dashboards in Tableau and querying large data sets.
- Ability to abstract sophisticated subjects and connect with audiences of varying levels of leadership and technical background.
- Strong business operational and technical vision.
Bonus:
- Experience with building customer service retail or ecommerce solutions.
- Exceptional customer service skills follows up with clients and team members and takes initiative to anticipate and solve problems.
- Experience with CI/CD processes and release management
- Professional Product Owner Certification
- Oracle Service Cloud Salesforce or Genesys certification
- Experience leading largescale customer service programs
Required Experience:
Senior IC
Employment Type
Full Time
