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Senior Quality Assurance Program Manager at Chewy

| Seattle
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Our Opportunity:

Chewy is seeking an experienced Senior Program Manager - Quality Assurance to join our Customer Service team based in Seattle, WA. This critical role will help ensure Chewy continues to deliver the best possible experience for our customers when working with our front-line Customer Service Representatives.

In partnership with multiple stakeholders, this role will own the development and implementation of Chewy’s Quality Assurance program by identifying, measuring, and ultimately eliminating obstacles to the best possible customer contact experience. This function will leverage speech + text analytics, customer contact data, survey information and agent feedback to help us continually evolve guest experience across a multi-site contact center network.

To be successful, this individual must be highly motivated, team focused, organized and detail oriented and possess solid analytical, problem-solving, and interpersonal skills. The ideal candidate will be internal and external customer obsessed, have a passion for problem solving, a track -record of amazing execution of cross-functional initiatives and exceptional at using data to drive decisions. This is a high-visibility role, creating and driving the delivery of a multi-year roadmap of mechanisms to build and maintain a 7-star customer contact experience.

What You'll Do:

  • Ideate and execute the Quality Assurance roadmap to understand, report out and improve upon a best-in-class customer contact experience for Chewy’s customers
  • Build a well-oiled, closed feedback loop that connects insights from customer contacts and agent interactions back to Operations, Learning and Development, front-line team members to further a culture of coaching, development, and continuous improvement
  • Identify gaps and engineer solutions in front-line team performance, processes, and systems to launch new initiatives with customer-obsessed, high-quality execution across multiple functional teams
  • Perform in-depth analysis, synthesize results, develop stories, build strategies, and make recommendations to business and technical leaders
  • Measure key quantitative indicators such as service levels, concession rates, repeat contacts, customer satisfaction, and more through dashboards and ad hoc queries to drive meaningful improvements to the customer experience
  • Communicate clearly and effectively across multiple teams and leadership levels including project/program status, c-suite presentations, and updates
  • Hire and develop a team of program managers, QA analysts and more

What You'll Need:

  • Bachelor’s degree or equivalent experience in Business, Computer Science, Supply Chain, Finance, Engineering, or related field
  • 7+ years of industry experience in the contact center, customer support, ecommerce, operations, program management or engineering fields. 3+ years of this experience should be in the customer support/contact center field
  • Solid analytical skills, particularly comfort in using data to help identify and solve ambiguous (process and/or behavioral) problems
  • Demonstrated ability to think big, influence and deliver across all levels of an organization
  • Superior professional writing and communication skills
  • Some (up to 15%) travel required


  • MBA or Master of Science in Business, Computer Science, Supply Chain, Engineering, or other Operations disciplines; or equivalent Masters level degree
  • Proven track record of building high-performing teams
  • Experience in ecommerce, healthcare, new market expansion, and/or new technology product launches
  • Successful delivery of process and/or technology solutions, and familiarity with service-oriented architecture

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, or you require a religious accommodation, and you wish to discuss potential accommodations related to applying for employment at Chewy, please contact [email protected]. To access Chewy’s Privacy Policy, which contains information regarding information collected from job applicants and how we use it, please click here:
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PHPLanguages
    • RLanguages
    • ScalaLanguages
    • SqlLanguages
    • SwiftLanguages
    • jQueryLibraries
    • VueJSLibraries
    • AngularJSFrameworks
    • DjangoFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • SpringFrameworks
    • GRPCFrameworks
    • Microsoft SQL ServerDatabases
    • MySQLDatabases
    • OracleDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • VerticaDatabases
    • AerospikeDatabases
    • Google AnalyticsAnalytics
    • BalsamiqDesign
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • UXPinDesign
    • ConfluenceManagement
    • JIRAManagement
    • dotCMSCMS

What are Chewy Perks + Benefits

Chewy Benefits Overview

We offer competitive salaries and 401k, unlimited time off, comprehensive medical, dental, and vision benefits, in addition to wellness programs, online communities, and resources for improved physical and mental health... enabling you to be your best self - in and outside of work. With mentorship programs, employee resource groups, cross-functional job trainings, events, and customized development tracks for advancement, we're proud to help develop and promote our team members from within.

True to our business, we're pet-friendly and have fun pet-related perks like Paw-ternity leave for new pup parents and Chewy employee discounts. We offer countless volunteer opportunities, recreational club teams, company outings, happy hours, and team events to enable you to bond with fellow Chewtopians and have some fun!

Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Highly diverse management team
Unconscious bias training
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
We offer a commuter transit, parking, and dependent care FSA.
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K) Matching
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
We're currently 100% remote due to caution and care for the health & well-being of our team. Post-pandemic, we plan to operate in a combination of onsite and remote, with logistics still being defined
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
Recreational Clubs
Chewy sponsors office sports leagues year-round.
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross-functional lunch and learns.
Cross functional training encouraged
Promote from within
Mentorship program
Online course subscriptions available
Customized development tracks

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