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Our Opportunity:
Are you passionate about delighting our customers? Do you thrive on maximising data to build outstanding customer experiences? Do you love crafting and building systems that can process, and transform? Join Chewy’s Customer Care Product Management (CCPM) team as a Senior CS Technical Product Manager. At Chewy CCPM, we’re dedicated to deeply understanding support agent and customer experiences while building and maintaining the systems that power our premier support! Our goal is to create the most customer-centric experiences possible, fostering knowledge, trust, and growth. We develop innovative tools and solutions that contribute to our collective mission of being the most trusted and convenient destination for pet parents (and partners) everywhere.
Joining our Product and Technology team means shaping the future of Customer Care through innovative approaches! In this role, you’ll lead end-to-end product development, immersing yourself in technology while prioritizing customer needs. To excel, you’ll blend technical expertise with a passion for both technology and business. Your pivotal role includes setting high standards for agent experience and driving transformative change initiatives. You’ll oversee a diverse portfolio of projects, spanning ideation to execution, encompassing idea generation, user feedback, prototype testing, and data analysis. Employing various methodologies and tools, such as A/B experiments and dashboards, you’ll ensure our products evolve to meet the dynamic needs of our agents and customers.
What You’ll Do:
• Product Strategy: Develop and communicate a clear product vision and roadmap for products aligned with business goals and customer needs.
• Product Development: Lead the end-to-end product development process. This could include areas such as Channel Strategy and AI Integration.
• Channel Strategy: Find opportunities to expand our customer care capabilities by launching new channels such as chat, social media, and other emerging platforms. Conduct market research and competitive analysis to advise channel strategies.
• AI Integration: Champion the integration of generative AI technologies into our customer care products to empower agents with real-time solutions and personalized assistance. Collaborate with data science and engineering teams to develop AI-driven tools that enhance agent productivity and customer satisfaction.
• Feature Prioritization: Prioritize features and enhancements based on customer feedback, data analysis, and strategic priorities. Work closely with engineering teams in agile to define requirements, plan sprints, and ensure timely delivery of high-quality features.
• Cross-Functional Collaboration: Collaborate with cross-functional teams to ensure alignment and flawless execution. Cultivate a culture of collaboration, innovation, and continuous improvement.
• Performance Monitoring: Define and track key performance indicators (KPIs) to measure the success and impact of contact center products. Analyze data and feedback to iterate on product features and drive continuous improvement.
What You’ll Need:
• Bachelor’s Degree in a quantitative field (e.g., Computer Science, Engineering, Mathematics, Statistics, Business), related technical field or equivalent work experiences. Master’s Degree in business or quantitative field preferred.
• 5+ years experience in technical product management or similar experience running cross functional projects and balancing product/business requirements with technical constraints.
• Strong analytical abilities and technical skills in SQL and Advanced Excel. Ideally would know either Python or R, with the ability to pull data and use it to identify and tackle ambiguous problems.
• Ability to abstract sophisticated subjects and connect with audiences of varying levels of leadership and technical background.
• Strong business, operational, and technical vision.
Compensation & Benefits:
Our salary range for a Senior Technical Product Manager position is $134,500.00 – $215,000.00. The specific salary offered to a candidate may be influenced by a variety of factors including but not limited to the candidate’s relevant experience, education, and work location. In addition, this position is eligible for 401k and a new hire and annual equity grant.
We offer different types of insurance, such as medical/Rx, vision, dental, life, disability, hospital indemnity, critical illness, and accident. We offer parental leave, family services benefits, backup dependent care, flexible spending accounts, telemedicine, pet adoption reimbursement, employee assistance program, and many discounts including 10% off pet insurance and 20% off at Chewy.com.
Non-exempt hourly team members accrue paid time off (PTO) while salaried-exempt team members have unlimited PTO, subject to manager approval. Non-exempt hourly team members in Fulfillment Centers and Customer Service are also eligible for additional unplanned unpaid time off (UTO). Team members will receive six paid holidays per year. Team members may be eligible for paid sick and family leave in compliance with applicable state and local regulations.
Chewy is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members. 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 CAAR@chewy.com.
If you have a question regarding your application, please contact HR@chewy.com.
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