Manager, HRBP and Engagement Programs III

About the role

Chewy is seeking an experienced HRBP and Program Management leader for our Manager, Engagement Programs Management III position. This manager will support the Customer Care team and lead Customer Care engagement and culture programs that shape the Team Member experience and support business outcomes. This role requires someone who can operate as both a strategic HR partner to business leaders and a program leader who turns organizational needs into scalable solutions. This role operates in a hybrid model with three days onsite per week in one of our Plantation, FL; Richardson, TX; Bellevue, WA; or Boston, MA hubs. 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.

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
• Apply an HRBP lens to program strategy by connecting business priorities, workforce needs, talent insights, and organizational health trends to the engagement roadmap
• Consult with Customer Care and HR leaders on organizational and talent challenges, translating business needs into scalable programs, tools, and leader practices
• 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
• Act as a strategic partner to senior leaders, influencing decisions through data, insights, and business context
• 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