Associate Director Program Manager

Job Description:
Our Opportunity
Chewy is looking for a Program Manager to reduce customer-experience defects by turning returns and concessions data into concrete, cross-functional fixes. In this role, you'll identify the product, packaging, and site-experience issues driving avoidable refunds, replacements, and concessions (RRC), quantify the business impact, and lead programs that materially improve customer trust and category gross margin. You will report to the Associate Director of Refunds, Replacements & Concessions (RRC).
What You'll Do

• Own defect reduction outcomes across categories by using returns/RRC signals to identify the biggest drivers of customer pain and margin loss.
• Analyze returns and concessions data to detect patterns, define root causes, and size opportunities (CX impact + $ impact), translating insights into a prioritized roadmap of fixes.
• Lead cross-functional programs end-to-end-scoping, planning, milestones, dependencies, risk management, and execution-across Merch/Category, Vendors, Quality, Supply Chain, and Customer Care.
• Drive improvements to product detail pages and onsite messaging (specs, expectations, packaging guidance, edge-case content) to reduce RRC caused by inaccurate or unclear information.
• Partner with category managers and vendors to implement durable changes to product quality, packaging, and manufacturing processes; validate improvements with post-change measurement.
• Stand up mechanisms for ongoing monitoring (dashboards, weekly/monthly reviews, defect taxonomies, reporting) to ensure defect reductions stick and new issues are caught early.
• Communicate clearly and consistently through exec-ready updates, decision memos, and stakeholder readouts-highlighting progress, risks, tradeoffs, and asks.

What You'll Need
Experience

• Bachelor's degree in a quantitative or business field (Business, Finance, Operations, Analytics, Engineering, or similar).
• 7+ years of program management (or similar) experience leading cross-functional initiatives with measurable business outcomes.
• Demonstrated ability to use data to diagnose problems, prioritize work, and drive execution.
• Proven experience improving customer-facing experiences (e.g., ecommerce/product flows, site content, UX messaging, policy/experience design).

Core Skills

• Strong analytical foundation: comfortable working with imperfect datasets, building defensible insights, and defining success metrics.
• Strong program management fundamentals: planning, delivery cadence, risk/issue management, and stakeholder alignment.
• Ability to influence without authority and work effectively with senior stakeholders.
• Clear, concise written and verbal communication; able to translate analysis into decisions and actions.

Nice to Have

• Experience with ecommerce returns, quality programs, vendor management, packaging engineering, or defect reduction/continuous improvement.
• Familiarity with tools like SQL, Tableau, Excel, and/or experimentation measurement.

Chewy is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, gender, citizenship, marital status, religion, age, disability, gender identity, results of genetic testing, veteran status, as well as any other legally-protected characteristic. 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].
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