Senior Program Manager, Voice of the Customer
Chewy · Plantation, FL · Project & Program Management
About this role
Chewy is hiring a senior-level Program Manager in the operations function based in Plantation, FL. The posting calls out experience with NLP, Data Analytics. Compensation is listed at $118,500–$189,500 per year.
- Role
- Program Manager
- Function
- operations
- Level
- senior
- Track
- Individual contributor
- Employment
- Full-time
- Location
- Plantation, FL
- Department
- Project & Program Management
- Posted
- May 8, 2026
More roles at Chewy
Job description
from Chewy careersJob Description:
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.
This is an excerpt. Read the full job description on Chewy careers →