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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.

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** **[email protected]** **.

If you have a question regarding your application, please contact** **[email protected]** **.

To access Chewy's Customer Privacy Policy, please click here (https://www.chewy.com/app/content/privacy) . To access Chewy's California CPRA Job Applicant Privacy Policy, please click here (https://chewyinc.phenompro.com/us/en/privacy-policy) .