**Opportunity:** 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. **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. **Qualifications:** + **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. 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 HR@Chewy.com . To access Chewy’s Privacy Policy, which contains information regarding information collected from job applicants and how we use it, please click here: Chewy Privacy Policy. **Chewy is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members. If you have a disability under the Americans with Disabilities Act or similar law, and you need an accommodation during the application process or to perform these job requirements, or if you need a religious accommodation, please contact** **CAAR@chewy.com** **.** **If you have a question regarding your application, please contact** **HR@chewy.com** **.** **To access Chewy's Customer Privacy Policy, please click here (https://www.chewy.com/app/content/privacy) . To access Chewy's California CPRA Job Applicant Privacy Policy, please click here (https://chewyinc.phenompro.com/us/en/privacy-policy) .**