Manager, Customer Care Engagement Programs III

Job Description:
Chewy is seeking a Manager, Engagement Programs Management III to lead Customer Care engagement and culture programs that shape the Team Member experience and support business outcomes.
This leader will own and evolve a portfolio of engagement programs tied to the Customer Care Team Member Promise (CCTMP), while leading a team of program managers, analysts, and administrators. You will partner across Customer Care, HR, and enterprise functions to define strategy, build scalable programs, and deliver measurable impact across a fully virtual frontline population.
This is a people leader role with responsibility for developing talent, setting direction, and ensuring high-quality execution across multiple programs. You will translate strategy into clear priorities, guide your team through ambiguity, and influence stakeholders at all levels to drive alignment and results.
The ideal candidate brings strong program leadership, experience building programs from the ground up, and a track record of developing high-performing teams while driving culture and engagement at scale.
What You'll Do

• Lead a portfolio of programs across the five CCTMP pillars, driving measurable impact and continuous improvement while aligning initiatives to business priorities and the team member experience
• Translate engagement strategy into scalable programs, mechanisms, and communications across Customer Care
• Identify opportunities to simplify, streamline, and optimize programs to reduce duplication and increase effectiveness

• Lead, coach, and develop a team of program managers, analysts, and administrators
• Set clear priorities, define success metrics, and drive accountability for outcomes

• Partner with Customer Care leadership, HRBPs, Finance, Legal, and Communications to align priorities and deliver integrated solutions
• Act as a strategic partner to senior leaders, influencing decisions through data, insights, and business context
• Align stakeholders to shared goals, manage competing priorities, and drive clarity across complex initiatives

• Oversee program design and execution end to end, including planning, change management, communications, and launch, while maintaining strong governance across roadmaps, milestones, risks, and dependencies
• Lead large-scale engagement initiatives, including recognition programs and Moments that Matter experiences
• Evaluate and implement tools, platforms, and vendors that support engagement and program delivery

• Define and track success metrics across all programs, ensuring visibility into performance and outcomes
• Leverage team member insights, listening data, and industry trends to inform strategy and program design

• Own program budgets, including forecasting, planning, and ongoing management
• Assess resource needs, prioritize investments, and optimize allocation across programs
• Ensure operational rigor across the program portfolio, including documentation, workflows, and governance

What You'll Need

• Bachelor's degree in Human Resources, Business Administration, or related field
• 5+ years of experience in program management, employee engagement, HR, or related field, including people leadership
• Experience leading and developing high-performing teams in a fast-paced environment
• Strong program management skills, including strategy development, execution, and change management
• Experience managing budgets and aligning resources to business priorities
• Proven ability to influence senior leaders and drive alignment across functions
• Strong analytical skills with the ability to translate data into insights and action
• Experience designing and scaling programs in complex, matrixed organizations
• Excellent communication skills, with the ability to simplify complex ideas and influence diverse audiences
• Experience working with program management and collaboration tools (e.g., Asana, Smartsheet, SharePoint)
• Ability to manage multiple priorities and navigate ambiguity

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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