Manager, Quality Program Management

Our Opportunity:

Chewy is continuing to build an outstanding team that strives to be the most trusted and convenient destination for pet parents (and partners) everywhere! We are looking for a passionate Customer and People centric Manager, Programs III to come join our Customer Care Quality Insights team!

We are looking for a Quality Program Manager III to provide strategic oversight and proactive leadership and development to a team of Quality Assurance Analysts (QAA). The ideal candidate will challenge, coach, and mentor their team to go above and beyond to analyze how consistent Customer Service is crafting an effortless, tailored, and memorable experience for our customers. This leader will also own strategic program design, building quality support models, implementation of new initiatives from ideation through continued program health and value generation. They will also  support prioritizing and driving Operational Insights, Quality Calibration, and Quality tool consistency and SOPs. Partnering across Operations, Learning & Development, Continuous Improvement, and other key team members, this position will foster driving improvement in the business and staying ahead of the curve in leveraging AI and tool stack improvements.

The Program Manager should have outstanding communication, interpersonal, customer service skills, as well as extensive knowledge of company policies and the Qualtrics platform.

What You’ll Do:

• Lead & Develop a High-Performing Team – Manage a team of 10-15 exempt and non-exempt analysts, fostering expertise in speech analytics, deep-dive analysis, and quality modeling across customer service channels (voice, email, chat, and specialty lines).
• Enhance Speech Analytics & Quality Models – Design, implement, and calibrate behavioral quality models, partnering with operations stakeholders to drive adoption and alignment across the organization.
• Optimize Processes & Insights – Establish standardized operating procedures, ensuring consistent execution and best-in-class outcomes. Implement auditing, reporting, and data-sharing solutions to provide actionable insights to business leaders.
• Influence Through Data-Driven Storytelling – Draft and present white papers, WBRs, MBRs, and operational insights to inform leadership on quality performance, trends, and recommendations.
• Drive Performance & Goal Alignment – Track, analyze, and assess trends over time, identifying key drivers behind improvement or decline. Lead goal-setting initiatives to align quality performance with OP1 commitments.
• Support New Initiatives & Innovations – Represent CC Insights in new program launches, ensuring resources, data, and findings support innovation in customer service offerings and tool enhancements.
• Governance & Strategic Leadership – Lead data and tool governance policies, shaping the evolution of quality programs and operational strategies.
• Act as a Trusted Advisor – Partner with senior leaders to design, implement, and sustain high-impact quality programs that enhance customer and employee experiences.
• Own Critical Initiatives – Serve as Single Threaded Owner (STO) for key initiatives, driving employee engagement or operational excellence, ensuring execution, delegation, and leadership visibility.
• Performance & Talent Management – Supervise team productivity, oversee succession planning, talent reviews, and development, and provide real-time coaching and corrective action as needed.
• Hiring & Recruiting – Collaborate with recruiting teams to define hiring profiles, conduct interviews, and enhance candidate selection processes.
• Customer-Centric Advocacy – Champion the customer experience by analyzing business initiatives and providing data-driven feedback on potential impacts to customer service teams.
• Quality Toolkit & Dashboard Management – Oversee XMD dashboard builds/updates, leveraging expertise in journey models, speech detection, and metadata attributes to support business objectives

What You’ll Need:

• At least 8 years in a Strategic Program Management Role with validated results in creating, implementing, and sustaining large programs at scale.
• Management experience with 10 or more direct reports, at the analysts and program managers level roles.
• Effective communication skills, especially written communications, as you will be responsible for writing documents with clear program strategies that tell compelling stories with clear value propositions.
• Proficiency in defining program requirements that drive intended results, and using data and metrics to determine their effectiveness (in the case of this team, inventing metrics might also come with the territory)
• Strong ability to lead numerous programs and projects simultaneously, managing timelines and resources effectively to hit deadlines and protect customer experience in a cross-functional setting.
• Previous experience in a CX environment, especially eCommerce

Bonus:

• Certifications in Program or Project Management (i.e., Agile, Scrum, PMP)
• Experience with speech to text analytics

We offer different types of insurance, such as medical/Rx, vision, dental, life, disability, hospital indemnity, critical illness, and accident. We offer parental leave, family services benefits, backup dependent care, flexible spending accounts, telemedicine, pet adoption reimbursement, employee assistance program, and many discounts including 10% off pet insurance and 20% off at Chewy.com.

Non-exempt hourly team members accrue paid time off (PTO) while salaried-exempt team members have unlimited PTO, subject to manager approval. Non-exempt hourly team members in Fulfillment Centers and Customer Service are also eligible for additional unplanned unpaid time off (UTO). Team members will receive six paid holidays per year. Team members may be eligible for paid sick and family leave in compliance with applicable state and local regulations.

If you have a disability under the Americans with Disabilities Act or similar law, or you require a religious accommodation, and you wish to discuss potential accommodations related to applying for employment at our company, please contact HR@Chewy.com.

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