Sr Technical Program Manager
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Job Location:
Richardson, TX - USA
Monthly Salary:
Not Disclosed
Posted on:
16 hours ago
Vacancies:
1 Vacancy
Job Summary
Our Opportunity:
Chewy is looking for an experienced Sr Technical Program Manager for Customer Care Data to join our Customer Care Solutions team! As the TPM youll orchestrate complex cross-functional programs that turn data into measurable business outcomes. You are the connection between data science engineering product operations and vendor partners. Youll drive clarity of requirements align stakeholders establish execution cadences communicate status manage risk and dependencies and unblock teams to deliver. The role will lead coordinate support build and rollout of tools that (1) transform Voice of the Customer (VoC) data into actionable insights that shape product strategy (2) streamline the customer experience via upstream defect elimination (3) deliver self-serve tools and visualizations that improve on quality and (4) operationalize the tooling stack including infrastructure migrations for reliability scalability and cost efficiency.
What Youll Do:
- Own the end-to-end program plan agreeing on goals scope timelines and dependencies across data science engineering product operations and business stakeholders.
- Run the operating cadence: weekly workstreams cross-team standups dependency reviews risk/issue triage and executive readouts.
- Maintain a single source of truth for roadmap milestones RAID log decisions and status; ensure transparent communication and expectation setting.
- Drive structured intake and prioritization; translate business outcomes into clear requirements success criteria and acceptance tests.
- Define and maintain RACI and DRIs; manage change control to protect scope and timelines while staying responsive to evolving needs.
- Partner with legal security and data governance to meet compliance and privacy requirements.
- Build critical path plans and actively manage risks mitigations and unblockers; advance with crisp options and impact.
- Define quality gates SLAs and definitions of ready/done; ensure instrumentation for reliability cost and performance.
- Coordinate launches enablement and adoption plans in partnership with operations and analytics teams.
- Lead the planning and delivery of Insight Generator including data feeds model lifecycle evaluation benchmarks and UI/BI integrations.
- Coordinate integrations with Snowflake dbt Cloud Tableau/Plotly and downstream applications; partner on real-time and batch use cases.
- Establish measurable outcomes such as contact reduction defect detection agent efficiency and experience uplift; report on OKRs and ROI.
- Use data to inform trade-offs track value and guide iteration; ensure telemetry dashboards and A/B or backtesting where applicable.
- Advocate for data quality lineage documentation and cost stewardship across the stack.
- Manage external partners where relevant including transcription/NLP providers and contact-center platforms; align contracts SOWs and SLAs with program milestones.
What Youll Need:
- 7 years in technical program management or equivalent with at least 3 years leading multi-team data analytics or ML programs.
- Demonstrated strength in stakeholder management executive-level communication and building clear comms artifacts and status updates.
- Proven delivery using program management tools and methods: roadmapping PI planning RAID logs RACI critical path dependency and risk management change control.
- Ability to translate business outcomes into requirements and success measures; strong analytical problem-solving skills.
- Experience with modern data and analytics stacks such as Snowflake dbt Cloud BI tools (Tableau ThoughtSpot Sigma) and data pipelines on AWS (e.g. Glue); familiarity with ML lifecycle and evaluation practices.
- Hands-on competence with Jira/Confluence and diagramming tools; comfort reading technical specs and discussing architecture and trade-offs.
Bonus:
- Background with contact-center platforms or customer interaction data; familiarity with transcription NLP or real-time streaming.
- Bachelors or Masters in a quantitative or technical field.
Required Experience:
Manager
Key Skills
- Project Management Methodology
- Project / Program Management
- Program Management
- Management Experience
- Microsoft Powerpoint
- Project Management
- Microsoft Project
- Budgeting
- DoD Experience
- Leadership Experience
- Supervising Experience
- Contracts
About Company
Shop Chewy for the best pet supplies ranging from pet food, toys and treats to litter, aquariums, and pet supplements plus so much more! If you have a pet-or soon will-you've come to the right place. Shop for all of your pet needs at Chewy's online pet store. FREE shipping on orders $ ... View more
