Manager, Customer Care Engagement Programs III

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

Requirements:

• 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