Sr Technical Program Manager

Our Opportunity :

Chewy is looking for an experienced Sr Technical Program Manager for Customer Care Data to join our Customer Care Solutions team! As the TPM youll orchestrate complex cross-functional programs that turn data into measurable business outcomes. You are the connection between data science engineering product operations and vendor partners. Youll drive clarity of requirements align stakeholders establish execution cadences communicate status manage risk and dependencies and unblock teams to deliver. The role will lead coordinate support build and rollout of tools that (1) transform Voice of the Customer (VoC) data into actionable insights that shape product strategy (2) streamline the customer experience via upstream defect elimination (3) deliver self-serve tools and visualizations that improve on quality and (4) operationalize the tooling stack including infrastructure migrations for reliability scalability and cost efficiency.

What Youll Do :

• Own the end-to-end program plan agreeing on goals scope timelines and dependencies across data science engineering product operations and business stakeholders.
• Run the operating cadence : weekly workstreams cross-team standups dependency reviews risk / issue triage and executive readouts.
• Maintain a single source of truth for roadmap milestones RAID log decisions and status; ensure transparent communication and expectation setting.
• Drive structured intake and prioritization; translate business outcomes into clear requirements success criteria and acceptance tests.
• Define and maintain RACI and DRIs; manage change control to protect scope and timelines while staying responsive to evolving needs.
• Partner with legal security and data governance to meet compliance and privacy requirements.
• Build critical path plans and actively manage risks mitigations and unblockers; advance with crisp options and impact.
• Define quality gates SLAs and definitions of ready / done; ensure instrumentation for reliability cost and performance.
• Coordinate launches enablement and adoption plans in partnership with operations and analytics teams.
• Lead the planning and delivery of Insight Generator including data feeds model lifecycle evaluation benchmarks and UI / BI integrations.
• Coordinate integrations with Snowflake dbt Cloud Tableau / Plotly and downstream applications; partner on real-time and batch use cases.
• Establish measurable outcomes such as contact reduction defect detection agent efficiency and experience uplift; report on OKRs and ROI.
• Use data to inform trade-offs track value and guide iteration; ensure telemetry dashboards and A / B or backtesting where applicable.
• Advocate for data quality lineage documentation and cost stewardship across the stack.
• Manage external partners where relevant including transcription / NLP providers and contact-center platforms; align contracts SOWs and SLAs with program milestones.

What Youll Need :

Bonus :

Required Experience :

Manager

Key Skills

Project Management Methodology,Project / Program Management,Program Management,Management Experience,Microsoft Powerpoint,Project Management,Microsoft Project,Budgeting,DoD Experience,Leadership Experience,Supervising Experience,Contracts

Employment Type : Full Time

Experience : years

Vacancy : 1