Senior Program Manager, Voice of Customer

Chewy

Boston, MA

Full Time

Senior

27 days ago

Job Description

About the Role

Chewy is seeking a Senior Program Manager, Voice of the Customer to lead and drive one of our VoC program verticals. This role is responsible for improving the customer experience through strategic partnerships, structured program management, escalation handling, and executive communication. You will play a critical role in identifying, addressing, and preventing customer pain points by fostering collaboration across teams and instilling a sense of urgency in resolving defects. As a key advocate for our customers, you'll 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 for building scalable solutions that enhance customer satisfaction, this role is for you.

Key Responsibilities

Lead cross-functional teams to design and execute customer experience initiatives aligned 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 trends to uncover opportunities for improvement and innovation.
Develop and manage dashboards to provide insights into defects and areas for enhancing the customer experience.
Foster a customer-centric culture by promoting best practices and educating teams on VoC principles.
Collaborate with senior leadership to 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 tools to analyze customer sentiment and provide actionable insights to leadership.
Drive process improvements by 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 analytics to assess trends, identify high-impact opportunities, and drive decision-making.
Travel occasionally (10-15%) to various Chewy sites as needed.

Requirements

6+ years of experience in program/project management, with direct VoC program experience preferred.
Bachelor's degree in a related field (Business, Technical, Management) preferred.
Experience with Experience Management Platforms (e.g., Qualtrics, Medallia).
Strong written and verbal communication skills, with the ability to engage all levels of leadership, including executives.
Proven ability to manage multiple competing priorities in a fast-paced environment.
Strong analytical and problem-solving skills, including statistical analysis and root cause identification.
Experience in project management and driving change to deliver measurable results.