Sr Program Manager

thinker who thrives in ambiguity and wants to see their work directly improve customer outcomes and company performance.

What You'll Do

• Own end-to-end analytics for high-impact programs like self-service returns, fraud rule tuning, and returns policy optimization.

• Analyze large datasets (via SQL, Tableau, Snowflake, and Excel) to track program performance and uncover opportunities to reduce costs and improve customer experience.

• Partner with program and product managers to build and evolve strategic performance dashboards (SQL, Tableau, Snowflake) that monitor KPIs such as RRC rate, Net Recovered Value (NRV), return to stock %, and contact reduction.

• Translate ambiguous business questions into data models, opportunity sizing, and strategic recommendations - supporting initiatives with $5M+ in annual impact.

• Identify CX and operational signals (e.g., defect clusters, repeat abusers, refund lag) and partner cross-functionally to drive issue resolution and root cause removal.

• Contribute to OP1s, QBRs, and SLT-facing narratives by building clear business cases with credible data and trade-off logic.

• Serve as an embedded analytics partner across core focus areas

What You'll Need

• Bachelor's degree in Business, Analytics, Finance, or a related field.

• 4+ years in a program, analytics, operations, or strategy role.

• Strong SQL and Excel skills; familiarity with BI tools like Tableau, Power BI, or Streamlit.

• Proven ability to analyze ambiguous data and tell a compelling story with numbers.

• Strong communication and documentation skills, including comfort presenting to peers and stakeholders.

• Experience working with stakeholders at the Director+ level, with confidence delivering insights in narrative formats.

• Organized, curious, and comfortable juggling multiple projects.

• Collaborative mindset-this is a highly cross-functional role.

Bonus Points For

• Experience with Python or data visualization libraries (e.g., Plotly).

• Familiarity with e-commerce, logistics, or returns management.

• Exposure to program management methodologies (e.g., Agile, OKRs).

• Understanding of Chewy's customer experience and returns policy.

• Customer service or agent facing experience... how policy changes can impact agent behavior etc

Example Problems You Might Work On

• What CX and operational levers are driving a $4.8M YoY increase in damage-related RRCs, and what's the ROI on reducing void space?

• Which segments are driving $1M+ in avoidable refunds due to policy exceptions, and what thresholds should we test?

• How do outcomes differ between agent- and ORC-initiated returns, and what's the right self-service deflection target?

• How can we forecast NRV uplift from a 3pt RTS% improvement, accounting for sendback eligibility and SKU disposition?

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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