Senior Program Manager- Change Management

Our Opportunity:
Are you ready to take the helm and orchestrate the evolution of Chewy's Customer Care (CC) organization? We're on the lookout for a dynamic, results-oriented Senior Program Manager who thrives in driving impactful change initiatives! In this pivotal role, you'll be instrumental in shaping the trajectory of our CC operations, ensuring seamless adaptation to evolving priorities while maintaining operational excellence. As the conductor of change, you'll lead the charge in setting strategic direction and defining the structural framework necessary for the organization amidst continuous progress. Your adeptness in navigating situations and building robust partnerships with senior stakeholders will be paramount as you prioritize initiatives aimed at aligning strategies with overarching business goals and objectives. At the heart of your responsibilities lies the management of our change control processes, ensuring that all transitions are managed efficiently and effectively. You'll be at the forefront of crafting and refining our project intake procedures, guaranteeing that resources are allocated judiciously to initiatives that drive strategic impact and align with company goals.
This is more than just a role, it's a platform for driving meaningful change and leaving a lasting imprint on Chewy's roadmap. If you're someone who relishes the opportunity to make a strategic impact, build influential partnerships, and steer the course towards success, then this is the role for you.
The ideal candidate excels at both Thinking Big and Operating at Depth, demonstrating exemplary skills utilizing data to drive decisions, partnering with business stakeholders to drive prioritization, and turning analyses into action. Strong written and verbal communication skills are required as this role will interface directly with executive leadership and own prioritization of program initiatives across CC. A successful Sr. program manager has a passion for simplifying complex processes, ability to influence senior executives and has proven results in delivering and managing large scale programs. The leader should have experience with business strategy, operations, and building high-performing organizations. The role provides broad exposure to strategy, operations, and leaders and will be an entrepreneurial, career-defining role.
What you'll do:
Customer Care Intake Oversight:

• Receive, review, and prioritize change requests from various stakeholders.
• Verify the completeness and accuracy of change requests, ensuring all necessary information is provided.
• Conduct thorough impact assessments to evaluate and size the effects of proposed changes.
• Analyze potential risks, benefits, and dependencies associated with each change.
• Collaborate with relevant stakeholders to understand implications and gather input.
• Schedule and facilitate change review meetings, providing updates and soliciting feedback.
• Communicate change objectives, plans, and progress updates to stakeholders at all levels.
• Address concerns, questions, and resistance from impacted parties.
• Establish clear communication protocols for project intake, keeping stakeholders informed throughout the process, from initial submission to final decisions.
• Proactively manage stakeholder expectations, providing timely updates and clear justifications for project selections or deferrals.
• Track key metrics related to project intake, such as project volume, approval rates, time to decision, and resource allocation efficiency.
• Foster a culture of transparency and collaboration to gain buy-in for proposed changes.

Change Management Leadership:

• Develop and maintain change management policies, procedures, and guidelines.
• Own the change control process, making timely and efficient decisions to support company and departmental goals with minimal disruption.
• Rigorously assess project proposals, considering strategic fit, feasibility, potential impact, and resource requirements.
• Influence scope, phases, approach with external CS partners to get the optimal benefit with minimum effort.
• Proactively identify and mitigate potential risks associated with changes.
• Champion a culture of continuous improvement, fostering team collaboration and knowledge sharing.
• Oversee the implementation of approved changes, monitoring progress, identifying, and addressing any issues that arise.
• Track and report on the effectiveness of the change control process, soliciting recommendations for improvement and driving continuous improvement.

Performance Monitoring:

• Establish key performance indicators (KPIs) aligned with strategic goals and track progress through regular reporting.
• Analyze data to identify areas for improvement and recommend operational adjustments.
• Present performance insights to leadership, driving data-driven decision-making.

What you'll need:
Education:

• Bachelor's degree in a related field preferred (Technical, Business, Management).
• Minimum 7 years of experience in strategic planning and change management, preferably within a customer service or e-commerce environment.

• A solid understanding of change management principles, methodologies, and best practices is essential.
• Strong understanding of risk management principles and mitigation strategies.
• Experience with change management methodologies (e.g., Prosci ADKAR, Kotter 8-Step) a plus.

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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