Experienced Program Manager – Customer Returns Experience: Drive Consumer Loyalty and Enhance Client Experience at Chewy
About Us
At Chewy, we're more than just a leading e-commerce company – we're a team of passionate individuals dedicated to revolutionizing the pet care industry. With a commitment to delivering exceptional customer experiences, we strive to make a positive impact on the lives of our customers and their beloved pets. As a Program Manager focused on Customer Returns Experience, you'll play a vital role in shaping the future of our client-facing returns process, driving consumer loyalty, and enhancing the overall client experience.Job Summary
We're seeking an experienced Program Manager to join our team at Chewy, reporting directly to the Head of Discounts, Substitutions, and Concessions (RRC). As a key member of our RRC team, you'll be responsible for developing and implementing innovative client-facing returns solutions, improving the returns process, and collaborating with cross-functional teams to drive business growth and customer satisfaction. If you're a strategic thinker with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity.Key Responsibilities
As a Program Manager – Customer Returns Experience, you'll be responsible for:- Fostering a deep understanding of our client needs to develop effective solutions for addressing their requirements.
- Designing and implementing client-facing returns solutions to make the returns process more convincing, efficient, and customer-friendly.
- Developing and launching new returns options to address existing and future edge cases, including drop-off options at physical locations and introducing new carriers.
- Collaborating closely with cross-functional teams, including Satisfaction Teams, Merchandising Classification teams, Customer Care, and others within the RRC group.
- Driving continuous improvement by identifying and implementing creative solutions to enhance our clients' experiences.
- Tracking key performance indicators and managing detailed project plans to drive execution and accountability.
- Communicating project updates to Customer Support and other key stakeholders.
- Identifying areas of risk for RRC expectations and collaborating with leaders to address and mitigate them.
- Overseeing interdependencies and coordination across projects to ensure that project expectations, risks, and issues are effectively communicated to key stakeholders.
- Cultivating collaboration, key relationships, coordinated planning, and mutually beneficial associations with leaders, project managers, and key stakeholders.
Requirements
To be successful in this role, you'll need:- A Bachelor's degree in Business Administration, Finance, Operations Management, or a related quantitative field.
- At least 10 years of experience in technical program management or similar experience managing cross-functional projects and aligning business and technical requirements.
- A proven track record of developing and improving client-facing features in an product management capacity.
- Strong leadership and influencing skills to collaborate with cross-functional teams.
- The ability to work effectively with senior leadership and communicate product strategy and impact.
- The ability to present new, innovative solutions and ideas to address diverse client needs.
- Demonstrated expertise in driving growth and improvements in the client experience area.
What We Offer
As a Program Manager – Customer Returns Experience at Chewy, you'll enjoy:- A competitive salary range of $42-$52/hour.
- A dynamic and collaborative work environment with opportunities for growth and professional development.
- A comprehensive benefits package, including medical, dental, and vision coverage.
- A generous paid time off policy and holidays.
- Opportunities for career growth and advancement in a rapidly growing company.
- A fun and pet-friendly work environment with regular team-building activities and social events.