Senior Program Manager, Voice of Customer
Senior Program Manager, Voice of Customer
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Salary Not Disclosed
1 Vacancy
Job Description
Opportunity:
Chewy is seeking a Senior Program Manager Voice of the Customerto lead and drive one of our VoC program verticals. This role is responsible for improving thecustomer experiencethrough strategic partnerships structured program management escalation handling and executive communication. You will play a critical role inidentifying addressing and preventing customer pain pointsby fostering collaboration across teams and instilling a sense of urgency in resolving defects. As a key advocate for our customers youll ensure potential issues are proactively mitigated and continuously work to enhance processes for long-term success.
If you thrive in a fast-paced data-driven environment and have a passion forbuilding scalable solutions that enhance customer satisfaction this role is for you.
Responsibilities:
- Lead cross-functional teamsto design and executecustomer experience initiativesaligned with company goals.
- Map the end-to-end customer journey identifying key touchpoints and implementing feedback mechanisms to drive satisfaction and strategic success.
- Analyze customer feedback pain points and trendsto uncover opportunities forimprovement and innovation.
- Develop and manage dashboardsto provide insights into defects and areas for enhancing the customer experience.
- Foster a customer-centric cultureby promoting best practices and educating teams on VoC principles.
- Collaborate with senior leadershipto align customer experience strategies with business objectives and communicate progress.
- Manage executive escalations conducting root cause analysis (RCA) and delivering high-level reporting on customer issues and resolutions.
- Leverage industry-leading NLP toolsto analyze customer sentiment and provide actionable insights to leadership.
- Drive process improvementsby working with product technology and operations teams to identify bottlenecks and develop scalable solutions.
- Advocate for a Customer-First Culture ensuring alignment across Customer Service and partner teams.
- Utilize data analyticsto assess trends identify high-impact opportunities and drive decision-making.
- Travel occasionally (10-15%)to various Chewy sites as needed.
Qualifications:
- 6 years of experiencein program/project management with direct VoC program experience preferred.
- Bachelors degreein a related field (Business Technical Management) preferred.
- Experience withExperience Management Platforms(e.g.Qualtrics Medallia).
- Strongwritten and verbal communication skills with the ability to engage all levels of leadership including executives.
- Proven ability tomanage multiple competing prioritiesin a fast-paced environment.
- Stronganalytical and problem-solving skills including statistical analysis and root cause identification.
- Experience inproject management and driving changeto deliver measurable results.
Required Experience:
Manager
Employment Type
Full Time
