[Remote] Manager, Customer Care Engagement Programs III

Note: The job is a remote job and is open to candidates in USA. 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 while leading a team of program managers, analysts, and administrators to deliver measurable impact across a fully virtual frontline population.

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
• 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

Skills

• 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

Company Overview

• Chewy is a pet store that offers products, services, supplies, and prescriptions for pet parents and partners with online services. It was founded in 2011, and is headquartered in Plantation, Florida, USA, with a workforce of 10001+ employees. Its website is https://www.chewy.com.

Company H1B Sponsorship

• Chewy has a track record of offering H1B sponsorships, with 48 in 2026, 250 in 2025, 164 in 2024, 223 in 2023, 305 in 2022, 189 in 2021, 161 in 2020. Please note that this does not guarantee sponsorship for this specific role.

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