Senior Merchandising Operations Program Manager

About the role

The Voice Programs and Experience Strategy Lead role is crucial for improving vendor and user experience at Chewy. This role involves designing and scaling feedback mechanisms, translating feedback into actionable insights, and partnering with various teams to drive measurable change.

Responsibilities

• Own the strategy for voice programs and experience improvement across vendors, Category Managers, other internal users of the Chewy Partner Hub, and related workflows.
• Design and scale feedback mechanisms across multiple channels, including surveys, interviews, roundtables, workflow reviews, targeted module feedback, ticket-response analysis, and other structured listening channels.
• Build and maintain a centralized feedback-to-action process that consolidates insights across channels, identifies recurring themes, routes issues to the right partner teams, and tracks action through completion.
• Translate qualitative and quantitative inputs into clear business problem statements, impact statements, desired outcomes, and prioritized recommendations for Product, Operations, Enablement, and other cross-functional teams.
• Partner with Product and related stakeholders to influence roadmap prioritization by connecting user pain points to operational, adoption, financial, and experience data.
• Develop practical frameworks for vendor types, user types, and key workflows so feedback can be interpreted in the right context and prioritization can be based on user impact, not only dollar value.
• Identify where pain points should be addressed through product changes, process redesign, training, help content, support model changes, or other interventions – then partner with the right teams to make those recommendations reality.
• Create business cases and impact models that connect sentiment improvements and workflow improvements to measurable outcomes such as time savings, cost avoidance, adoption gains, stronger vendor engagement, and downstream commercial benefit.
• Absess the current end-to-end experience for vendors and internal users within the Chewy Partner Hub and related workflows, identify breakdowns and opportunities, and make data-backed recommendations for improvement.
• Define the strategy for vendor-facing help content and support content, including identifying what information users need, where it should live, and what tooling or platform is required to support it in partnership with Product and Enablement.
• Partner closely with Product, Vendor Experience Operations, Enablement, Analytics, and business stakeholders to ensure agreed actions are progressing and outcomes are reviewed after launch or process change.

Requirements

• 6+ years of business experience in ecommerce, retail, product management, program management, user experience, vendor management, or a related field.
• 2+ years of experience as a Product Manager, UX researcher, Program Manager, ecommerce vendor, or in a comparable role requiring customer insight generation and cross-functional influence.
• Strong business acumen and proven ability to connect user feedback to business outcomes, operational metrics, and prioritization decisions.
• Experience gathering and synthesizing feedback through multiple mechanisms, including surveys, interviews, workshops, operational reviews, or similar methods.
• Demonstrated ability to turn ambiguous inputs into clear insights, structured recommendations, and action plans.
• Strong strategic and analytical skills, including the ability to connect data, anecdote, observation, and business context into a compelling narrative.
• Excellent written and verbal communication skills, with the ability to build trust and influence cross-functional stakeholders at multiple levels.
• Proven ability to operate effectively in ambiguous environments, identify the highest-impact opportunities, and create structure where processes do not yet exist.
• Passion for improving user experience and simplifying complex workflows for customers and internal teams.
• Creative thinker with the ability to connect dots in ways others may not, uncover hidden impact areas, and drive meaningful change.

Qualifications

• Bachelor’s degree required.

Benefits

• Base salary range: $129,500 - $207,000.00.
• Eligible for 401k and a new hire and annual equity grant.
• Eligible for annual bonus.
• Various insurance and benefits, including medical/Rx, vision, dental, life, disability, hospital indemnity, critical illness, and accident.
• Parental leave, family services benefits, backup dependent care, flexible spending accounts, telemedicine, pet adoption reimbursement, employee assistance program, and discounts.
• Exempt salary team members have unlimited PTO, subject to manager approval.
• Six paid holidays per year.
• Paid sick and family leave in compliance with applicable state and local regulations.