Senior Customer Support Program Manager - Change Management and Strategic Development

Introduction to Chewy and Our Mission

At Chewy, we're passionate about delivering exceptional customer experiences and making pet ownership easier and more enjoyable for our customers. As a leading online pet retailer, we're committed to providing top-notch customer support that exceeds our customers' expectations. Our customer support team is the backbone of our organization, and we're seeking a talented and experienced Senior Customer Support Program Manager to lead our change management initiatives and drive strategic development.

About the Role

We're looking for a dynamic and results-driven Senior Program Manager to join our customer support team. As a Senior Program Manager, you'll play a critical role in shaping the direction of our customer support activities, ensuring seamless adaptation to evolving needs while maintaining operational excellence. You'll be responsible for leading change management initiatives, defining project scope, and developing strategic plans to achieve business objectives. Your expertise in navigating complex situations, building strong relationships with senior stakeholders, and driving cross-functional collaboration will be essential in this role.

Key Responsibilities

• Develop and implement change management strategies to drive business outcomes and improve customer support operations
• Lead cross-functional teams to design and deliver projects that align with business objectives and customer needs
• Collaborate with senior stakeholders to define project scope, goals, and deliverables
• Conduct thorough impact assessments to evaluate the effects of proposed changes on customer support operations
• Develop and maintain relationships with key stakeholders, including customer support teams, operations teams, and external partners
• Communicate change goals, plans, and progress updates to stakeholders at all levels
• Address concerns, questions, and resistance from affected parties
• Establish clear communication protocols for project intake, keeping stakeholders informed throughout the project lifecycle
• Develop training materials and conduct training sessions to prepare stakeholders for upcoming changes
• Proactively manage stakeholder expectations, providing timely updates and clear explanations for project decisions or delays
• Track key metrics related to project intake, such as project volume, approval rates, time to decision, and resource allocation efficiency

Essential Qualifications

• Bachelor's degree in a related field (e.g., business, management, technology)
• Minimum 7 years of experience in strategic planning and change management, preferably in a customer support or online retail environment
• Strong understanding of change management principles, processes, and best practices
• Experience with change management methodologies (e.g., Prosci ADKAR, Kotter 8-Step) is a plus
• Excellent analytical and problem-solving skills, with the ability to analyze complex situations and make data-driven decisions
• Strong verbal and written communication skills, with the ability to communicate change goals, plans, and updates to stakeholders at all levels
• Ability to build and maintain relationships with stakeholders from diverse departments and levels of the organization

Preferred Qualifications

• Master's degree in a related field (e.g., business, management, technology)
• Certification in change management or a related field (e.g., Prosci, Kotter)
• Experience with project management tools and methodologies (e.g., Agile, Scrum)
• Knowledge of customer support software and technologies (e.g., CRM, helpdesk software)
• Experience working in a fast-paced, dynamic environment with multiple priorities and deadlines

Skills and Competencies

• Strong leadership and influencing skills, with the ability to inspire and motivate teams
• Excellent communication and interpersonal skills, with the ability to build and maintain relationships with stakeholders
• Ability to think strategically and tactically, with a focus on driving business outcomes and improving customer support operations
• Strong analytical and problem-solving skills, with the ability to analyze complex situations and make data-driven decisions
• Ability to adapt to changing priorities and deadlines, with a focus on delivering results in a fast-paced environment

Career Growth Opportunities and Learning Benefits

At Chewy, we're committed to providing our employees with opportunities for growth and development. As a Senior Customer Support Program Manager, you'll have the opportunity to develop your skills and expertise in change management, strategic planning, and customer support operations. You'll also have access to training and development programs, mentorship, and coaching to help you achieve your career goals.

Work Environment and Company Culture

Our work environment is fast-paced, dynamic, and collaborative. We're a team-oriented organization that values innovation, creativity, and customer focus. Our company culture is built on a foundation of trust, respect, and open communication. We're committed to providing a positive and inclusive work environment that supports the well-being and success of our employees.

Compensation, Perks, and Benefits

We offer a competitive salary range of $129,500.00 - $207,000.00, depending on experience and qualifications. Our benefits package includes medical, dental, and vision insurance, 401(k) matching, and a fresh start and annual equity award. We also offer a range of perks, including parental leave, family services benefits, backup dependent care, flexible spending accounts, telemedicine, pet adoption reimbursement, and employee assistance programs.

Conclusion

If you're a motivated and experienced change management professional looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Senior Customer Support Program Manager at Chewy, you'll have the opportunity to make a meaningful impact on our customer support operations and drive business outcomes. Don't miss out on this chance to join our dynamic team and contribute to our mission of delivering exceptional customer experiences.

How to Apply

To apply for this role, please submit your application, including your resume and a cover letter, through our website. We look forward to hearing from you!