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Senior Technical Product Manager

Senior Technical Product Manager

Posted 311 days ago

Job Description

This job posting has expired and no longer accepting applications.

Our Opportunity:

Chewy is looking for a Senior Technical Program Manager to join our Customer Care Technology Team. This is a high-visibility role focusing on our 3rd party Customer Care Application stack which includes Oracle Service Cloud (OSvC), Genesys, and Salesforce. The ideal candidate will have a background in technical program management for software applications focused on innovation within customer service. You will be supporting two technical teams (focused on strategic work, and operational change) in their roadmap to bring the vision for our Next Generation Contact Center together. In support of your core teams you’ll coordinate development across a wide range of supporting applications and will partner closely with the Customer Service Product team in executing on this vision.

What you'll do:

Own the implementation, enhancement, and support for multiple Customer Service applications
Be a strategic partner to define requirements which meet business needs
Set priorities for the development team and maintain a development roadmap
Coordinate with business stakeholders and continuously make sure your team is delivering according to the constantly growing needs of the business.
Work with your engineering partners to resolve bottlenecks to help deliver final system deliverables.
Coordinate activities across different organizational functions for initiatives
Review and report on progress for initiatives and manage project risks - including the development of contingency plans
Prepare weekly/monthly/quarterly reports for C-level visibility of the status of the roadmap projects.
Own the final system deliverables and the overall roadmap for Agent Experience team.
Measure, report and continuously improve the scrum team’s effectiveness via product-ownership and coaching.
Manage relationships with vendors, oversee all vendor engagements (including day-to-day support, service tickets and ad-hoc consulting services) for your area of responsibility.

What you'll need:

5+ years of Technical Program Management experience
Tech savvy, including knowledge of system integration, customer service technology, databases, and business intelligence
Agile experience (Scrum Master, Product Owner)
Ability to perform business requirements analysis and design
Excellent communication and organization skills
Capability to identify and mitigate development and implementation risks
Bachelor's degree in Computer Science, Operations Management or Business Administration
Position may require occasional travel

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

The specific salary offered to a candidate may be influenced by a variety of factors including but not limited to the candidate’s relevant experience, education, and work location. In addition, this position is eligible for 401k and a new hire and annual equity grant.

We offer different types of insurance, such as medical/Rx, vision, dental, life, disability, hospital indemnity, critical illness, and accident. We offer parental leave, family services benefits, backup dependent care, flexible spending accounts, telemedicine, pet adoption reimbursement, employee assistance program, and many discounts including 10% off pet insurance and 20% off at Chewy.com.

Salaried-exempt team members have unlimited PTO, subject to manager approval. Team members will receive six paid holidays per year. Team members may be eligible for paid sick and family leave in compliance with applicable state and local regulations.

Base Salary Range

$107,000—$199,000 USD

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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