Manager, Technical Product Manager

Job Description:

Our Opportunity: The Chewy Customer Care Product Management (CCPM) team is seeking an experienced Manager, Technical Product Manager II. Are you driven by a relentless commitment to exceed customer expectations? Do you possess a fervent desire to leverage data in crafting unparalleled customer journeys? If you possess an unwavering passion for cultivating high-performing teams, then the CCPM team at Chewy eagerly invites you to explore this transformative opportunity. Chewy’s CCPM team is responsible for understanding our support agent & customer experience through data, observation, monitoring, testing, measuring the impact of our products and features, and building and maintaining the systems that power our world class support. We provide the tools and processes data insights that contribute to our collective mission to be the most trusted and convenient destination for pet parents (and partners) everywhere.

Within this elevated capacity, you will assume a pivotal role at the forefront of the Customer Care Operations Center (CCOC), exercising close collaboration with cross-functional cohorts including software engineers, data analysts, and product visionaries. Guiding the implementation of comprehensive solutions, your role will focus on streamlining processes, identifying and addressing customer pain points, and enhancing systemic stability.

The ideal candidate for this role possesses a demonstrated track record of leadership in a technical support role. Their expertise encompasses the intricacies of technical program and product management, coupled with a strong proficiency in process optimization and data-driven analysis. They exhibit an astute ability to navigate unexplored opportunities at both macro and micro levels, demonstrating a keen sense for recalibration and expansion. They adeptly synthesize complex scenarios and quickly arrive at decisive conclusions, demonstrating confidence and determination. Their skill in ensuring accountability across all stakeholders is vital for fostering continuous improvements that enhance the stability of our systems.

What You’ll Do:

• Lead and manage a 24/7 team dedicated to ensuring system stability and driving technical program excellence.

• Mentor and guide your direct reports in collaborating with technical, product, and business stakeholders to define system defects, project requirements, and project scope.

• Demonstrate confidence in comprehending and influencing the technical architecture and outcomes of CX/CRM/CS systems.

• Delegate and review the creation of WBR and MBR data on a weekly and monthly basis, respectively.

• Exhibit proficiency in written and verbal communication, particularly during support on major incident bridges, WBR/MBR sessions, and interactions with senior leaders across the organization.

• Streamline and enhance the team's ability to efficiently troubleshoot and coordinate resolutions for companywide system and CX disruptions.

• Exercise oversight and approval for user acceptance testing, data testing, and related system monitoring initiatives.

• Collaborate with CS and/or CCPM to contribute to the refinement and execution of a strategic roadmap.

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.
• 2+ years experience in technical program management or similar experience managing cross functional projects and balancing product/business requirements with technical constraints.
• Ability to abstract complex subjects and communicate with audiences of varying levels of leadership and technical background.
• Ability to make decisions
• Ability to build high performing teams
• Strong business, operational, and technical vision.

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 [email protected].

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