Sr Program Manager

Program Analyst
Program Analyst - Refunds, Replacements, and Concessions (RRC)
Location: Plantation, FL
Our Opportunity
Chewy is seeking a motivated and data-savvy senior Program Analyst to join our Refunds, Replacements, and Concessions (RRC) team. You'll help power one of Chewy's most cross-functional programs, which exists to eliminate customer pain and protect trust when something goes wrong with an order.
As part of this team, you'll work across a wide range of initiatives-from reducing shipping defects and launching our self-service returns center, to modeling fraud rules and evaluating refund policies. You'll partner closely with program managers and operations teams to uncover insights, improve key metrics, and help shape the future of the post-order customer experience.
This is a high-impact role for an analytical thinker who thrives in ambiguity and wants to see their work directly improve customer outcomes and company performance.
What You'll Do

• Own end-to-end analytics for high-impact programs like self-service returns, fraud rule tuning, and returns policy optimization.
• Analyze large datasets (via SQL, Tableau, Snowflake, and Excel) to track program performance and uncover opportunities to reduce costs and improve customer experience.
• Partner with program and product managers to build and evolve strategic performance dashboards (SQL, Tableau, Snowflake) that monitor KPIs such as RRC rate, Net Recovered Value (NRV), return to stock %, and contact reduction.
• Translate ambiguous business questions into data models, opportunity sizing, and strategic recommendations - supporting initiatives with $5M+ in annual impact.
• Identify CX and operational signals (e.g., defect clusters, repeat abusers, refund lag) and partner cross-functionally to drive issue resolution and root cause removal.
• Contribute to OP1s, QBRs, and SLT-facing narratives by building clear business cases with credible data and trade-off logic.
• Serve as an embedded analytics partner across core focus areas

What You'll Need

• Bachelor's degree in Business, Analytics, Finance, or a related field.
• 4+ years in a program, analytics, operations, or strategy role.
• Strong SQL and Excel skills; familiarity with BI tools like Tableau, Power BI, or Streamlit.
• Proven ability to analyze ambiguous data and tell a compelling story with numbers.
• Strong communication and documentation skills, including comfort presenting to peers and stakeholders.
• Experience working with stakeholders at the Director+ level, with confidence delivering insights in narrative formats.
• Organized, curious, and comfortable juggling multiple projects.
• Collaborative mindset-this is a highly cross-functional role.

Bonus Points For

• Experience with Python or data visualization libraries (e.g., Plotly).
• Familiarity with e-commerce, logistics, or returns management.
• Exposure to program management methodologies (e.g., Agile, OKRs).
• Understanding of Chewy's customer experience and returns policy.
• Customer service or agent facing experience... how policy changes can impact agent behavior etc

Example Problems You Might Work On

• What CX and operational levers are driving a $4.8M YoY increase in damage-related RRCs, and what's the ROI on reducing void space?
• Which segments are driving $1M+ in avoidable refunds due to policy exceptions, and what thresholds should we test?
• How do outcomes differ between agent- and ORC-initiated returns, and what's the right self-service deflection target?
• How can we forecast NRV uplift from a 3pt RTS% improvement, accounting for sendback eligibility and SKU disposition?

Chewy is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, gender, citizenship, marital status, religion, age, disability, gender identity, results of genetic testing, veteran status, as well as any other legally-protected characteristic. 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.
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