Our Opportunity:
Are you passionate about delivering best-in-class customer experiences? Do you thrive at the intersection of product strategy, data, and technology? If so, join Chewy’s Customer Care Product & Engineering (CCPE) team as a Senior Technical Product Manager to help shape the future of customer care!
At Chewy CCPE, we focus on deeply understanding both customer and support agent experiences, developing the technology that powers our industry-leading customer care platform. Our goal is to build intelligent, scalable, and seamless experiences while fostering trust, efficiency, and growth.
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As a Senior Technical Product Manager, you will play a pivotal role in defining and executing product strategies that enhance customer care initiatives. You’ll collaborate with engineering, design, data science, and business teams to build innovative solutions including AI-driven tools and automation that improve agent productivity and customer satisfaction.
What You’ll Do:
- Own the Product Vision & Strategy: Develop and communicate a clear product roadmap, ensuring alignment with business goals and customer needs.
- Lead Product Development: Oversee end-to-end development of solutions, including agent-facing tools, workforce management systems, and data visualization dashboards.
- Leverage Machine Learning & AI: Partner with data science and engineering teams to implement AI-driven tools that optimize customer interactions and agent workflows.
- Prioritize Features & Enhancements: Utilize customer feedback, data insights, and experimentation (A/B testing, dashboards) to define requirements, plan sprints, and ensure timely delivery of high-quality features.
- Drive Cross-Functional Collaboration: Collaborate with cross-functional teams to ensure alignment and flawless execution. Cultivate a culture of collaboration, innovation, and continuous improvement.
- Optimize Performance & Impact: Define and monitor key performance indicators (KPIs) to measure success, identify trends, and iterate on product improvements.
- Manage 3rd Party Vendors: Collaborate with external vendors to integrate capabilities into our product ecosystem and influence their roadmap.
What You’ll Need:
- Bachelor’s Degree in a quantitative field (e.g., Computer Science, Engineering, Mathematics, Statistics, Business), related technical field or equivalent work experiences. Master’s Degree in business or quantitative field preferred.
- 5+ years experience in technical product management or similar experience running cross functional projects and balancing product/business requirements with technical constraints.
- Strong analytical mindset, with the ability to translate data into actionable product decisions.
- Experience with building dashboards in Tableau and querying large data sets.
- Ability to abstract sophisticated subjects and connect with audiences of varying levels of leadership and technical background.
- Strong business, operational, and technical vision.
Bonus:
- Experience with building customer service, retail, or ecommerce solutions.
- Exceptional customer service skills, follows up with clients and team members, and takes initiative to anticipate and solve problems.
- Experience with CI/CD processes and release management
- Professional Product Owner Certification
- Oracle Service Cloud, Salesforce, or Genesys certification
- Experience leading large-scale customer service programs
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 CAAR@chewy.com.
If you have a question regarding your application, please contact HR@chewy.com.
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