Manager, Customer Care Engagement Programs III

About the role

The Manager, Engagement Programs Management III at Chewy leads Customer Care engagement and culture programs that shape the Team Member experience and support business outcomes. This role owns and evolves a portfolio of engagement programs tied to the Customer Care Team Member Promise (CCTMP), while leading a team of program managers, analysts, and administrators.

Responsibilities

• 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
• Own 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

Requirements

• 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

Qualifications

• Experience in a similar role within a customer service or retail environment
• Experience with customer relationship management systems and tools
• Understanding of human resources policies and procedures
• Experience with employee engagement surveys and analysis
• Experience with program evaluation and measurement

Skills

• Strategic thinking and problem-solving
• Project management and organizational skills
• Effective communication and interpersonal skills
• Leadership and team-building abilities
• Data analysis and reporting
• Vendor management and negotiation

Benefits

Chewy offers a competitive benefits package including health insurance, retirement savings plans, paid time off, and more.

Pay

Competitive salary based on experience and qualifications.

Schedule

Full-time position with flexible work arrangements.