Senior Merchandising Operations Program Manager

Job Description:

Our Opportunity:

Chewy is seeking a Voice Programs and Experience Strategy Lead to join our Merchandising Operations organization. This role will lead the strategy for how we gather, interpret, and act on feedback across vendors, Category Managers, other internal users of the Chewy Partner Hub, and related support workflows. This person will help Chewy better understand who our users are, what they are trying to accomplish, where they experience friction, and how those pain points should inform product, process, enablement, and support decisions.

This is a highly strategic role for a builder who can create structure where it does not exist today. The right candidate will be able to design listening mechanisms, connect anecdotal feedback to operational and financial data, identify patterns across multiple channels, and turn those insights into compelling business cases that influence roadmaps and drive measurable change. This role is critical to improving vendor and user experience over time, increasing trust in our tools and support model, and helping Chewy prioritize the right investments for the greatest impact.

Our ideal candidate has strong business judgment, experience operating in ambiguity, and a passion for improving people’s lives through better tools, workflows, and experiences. They are a strong communicator who earns trust quickly, sees connections others miss, and can translate feedback, data, observation, and context into a clear narrative that drives action.

• Own the strategy for voice programs and experience improvement across vendors, Category Managers, other internal users of the Chewy Partner Hub, and related workflows.
• Design and scale feedback mechanisms across multiple channels, including surveys, interviews, round tables, workflow reviews, targeted module feedback, ticket-response analysis, and other structured listening channels.
• Build and maintain a centralized feedback‑to‑action process that consolidates insights across channels, identifies recurring themes, routes issues to the right partner teams, and tracks action through completion.
• Translate qualitative and quantitative inputs into clear business problem statements, impact statements, desired outcomes, and prioritized recommendations for Product, Operations, Enablement, and other cross‑functional teams.
• Partner with Product and related stakeholders to influence roadmap prioritization by connecting user pain points to operational, adoption, financial, and experience data.
• Develop practical frameworks for vendor types, user types, and key workflows so feedback can be interpreted in the right context and prioritization can be based on user impact, not only dollar value.
• Identify where pain points should be addressed through product changes, process redesign, training, help content, support model changes, or other interventions – then partner with the right teams to make those recommendations reality.
• Build business cases and impact models that connect sentiment improvements and workflow improvements to measurable outcomes such as time savings, cost avoidance, adoption gains, stronger vendor engagement, and downstream commercial benefit.
• Assess the current end‑to‑end experience for vendors and internal users within the Chewy Partner Hub and related workflows, identify breakdowns and opportunities, and make data‑backed recommendations for improvement.
• Define the strategy for vendor‑facing help content and support content, including identifying what information users need, where it should live, and what tooling or platform is required to support it in partnership with Product and Enablement.
• Use trade shows, field engagement, and direct user interaction as opportunities to deepen understanding of vendor segments, category‑specific needs, and experience gaps.
• Partner closely with Product, Vendor Experience Operations, Enablement, Analytics, and business stakeholders to ensure agreed actions are progressing and outcomes are reviewed after launch or process change.

• 6+ years of business experience in ecommerce, retail, product management, program management, user experience, vendor…