Senior Program Manager
- Own the end-to-end Voice of Clinic program, ensuring VOC insights drive measurable improvements in clinic experience, retention, and operational outcomes.
- Independently formulate and execute VOC strategy, aligning short- and mid-term initiatives with Chewy Health priorities.
- Define VOC program roadmaps, success metrics, and operating mechanisms that scale with clinic growth and complexity.
- Act as a strategic partner to Product, Operations, CX, Analytics, and Clinic Leadership, influencing priorities through data-backed insights.
- Lead high-impact initiatives such as customer retention and clinic sentiment analysis, navigating tradeoffs across competing priorities.
- Translate VOC insights into clear, compelling narratives for Director+ audiences, including written documents and executive readouts.
- Establish and monitor key VOC success metrics, ensuring transparency, accountability, and continuous improvement.
- Synthesize qualitative and quantitative data into actionable insights that shape planning, roadmap decisions, and operational changes.
- Proactively identify risks, trends, and emerging issues, communicating implications and recommendations before they escalate.
- Lead initiatives in ambiguous, open-ended problem spaces, defining structure, prioritization frameworks, and execution plans.
- Balance speed and rigor by avoiding analysis paralysis while maintaining high standards for decision quality.
- Identify dependencies and constraints across programs and teams, proactively addressing blockers and resourcing needs.
- Drive process improvements and automation to increase VOC program efficiency and scalability.
- Identify opportunities to leverage existing tools, systems, and enterprise solutions to avoid duplication of effort.
- Measure ROI and program impact to inform investment decisions and long-term VOC strategy.
- Bachelor’s degree with 7+ years of program or project management experience in a fast-paced, cross-functional environment.
- Demonstrated ability to independently own and deliver complex programs with broad organizational impact.
- Strong business and analytical acumen, with experience translating data into strategic recommendations.
- Proven ability to influence without authority, including senior stakeholders.
- Experience operationalizing programs across Product, Marketing, Analytics, Technology, and CX teams.
- Excellent written and verbal communication skills, including executive-level documentation and presentations.
- Ability to prioritize effectively, manage ambiguity, and adapt to evolving business needs.
- Experience with CRM and Survey tools (e.g., Salesforce, Qualtrics, Gainsight, Medallia, etc).
- Position may require travel
- 5+ years of program experience in Voice of Customer or related field with demonstrated ownership mentality
- MBA or Masters
- Proficiency with SQL, Lucidchart, or TeamGantt
- The specific salary offered to a candidate may be influenced by a variety of factors including but not limited to the candidate’s relevant experience, education, and work location. In addition, this position is eligible for 401k and a new hire and annual equity grant. C08+ positions may also be eligible for annual bonus.
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