Sr Manager Voice Of Customer

Our Opportunity
Chewy is looking for a versatile Senior Program Manager, Voice Of The Customer to own all aspects of one of our VoC program Verticals. This role will drive improvements to the customer experience by developing and maintaining strategic internal partnerships, developing programmatic rigor, ownership of escalation scenarios, and executive communications. You will instill a sense of urgency when partnering with teams across Chewy to ensure customer defects and escalations are quickly understood and fully resolved (for all customers), then operate at depth to ensure they never happen again. Additionally, you will be a key customer advocate to ensure potential issues are resolved prior to occurring. This role requires a unique mix of process ownership, account management, and the ability to navigate sensitive situations coupled with an assertive and data-driven engagement across internal teams to ensure quick and future-proofed resolution. If you are a builder at heart that loves improving the lives of pet parents, this is the role for you.
What You’ll Do

• Effectively communicate with senior leadership from other organizations to align resources and priorities to ensure timely resolution of customer defects.
• Partner with multiple functions to develop content leveraging a deep understanding of Chewy’s processes, including flows and standards.
• Ability to occasionally travel (10-15%) to different sites throughout US.
• For executive escalations, directly own the completion of cross-functional Root Cause Analysis (RCA) exercises along with executive-facing communications.
• Innovate, engage, and be the driving force behind the implementation and execution of program to support the understanding, response, and elimination of poor customer experiences.
• Work with product/technology and operations leadership to identify process bottlenecks and build solutions.
• Responsible for cultivating a Customer First Culture, including education/advocacy across the entire Customer Service network, and beyond to partner teams.
• Leverage industry leading NLP tools to analyze and communicate customer needs and experiences to leaders across the organization.
• Ability to think out of the box and drive solutions that scale enough with current growth. Must be flexible, have dynamic and innovative mindset with strong emphasis on customer experience and safety.
• Analyze large data sets and dig into details to assess trends along with areas of opportunity to have biggest impact to customer experience.
• Be flexible in approach from a tool-set perspective using appropriate lean-sigma, innovation, and analytical methods.

What You’ll Need

• Proven ability to drive and manage multiple competing priorities and projects with urgency in a fast-paced environment where continuous innovation is required.
• 6+ years’ experience in program or project management in a leading role. Direct customer service or VoC program experience strongly preferred.
• Strong analytical and problem-solving skills, including experience in statistical analysis coupled with the ability to provide objective feedback and accurate root cause analysis.
• Strong written and oral communication skills that allow for effective communication across all levels of the organization, including our CEO.
• Excellent project management skills and experience
• A proven track record of driving change and delivering results.
• Bachelor's degree in a related field preferred (Technical, Business, Management)
• Lean, Black Belt/Six Sigma Black Belt experience preferred.

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 [email protected].
If you have a question regarding your application, please contact [email protected].
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