Sr Program Manager - Customer Returns Experience

at  Chewy

OUR OPPORTUNITY:

Join our team at Chewy as a Program Manager focused on enhancing the customer returns experience. As a Program Manager reporting directly to the Director of Refunds, Replacements, and Concessions (RRC), you will play a pivotal role in expanding and improving our customer-facing returns features. Expand customer-facing returns features, improving the value proposition, making it even more compelling, and further delighting our customers. Introduce new, more flexible options to help solve existing and future edge cases, including drop-off options at physical locations and introducing new carriers. This role is an exciting opportunity to drive customer satisfaction, contribute to the bottom line, and significantly impact Chewy’s customer experience strategy.

• Develop an understanding of our customer segments to best understand and plan for meeting their needs.
• Expand and improve customer-facing returns features to make the returns process more compelling, efficient, and customer-friendly.
• Own the concept and launch of customer facing returns options to address existing and future edge cases, including drop-off options at physical locations, the introduction of new carriers, mailed labels etc.
• Work closely with cross-functional teams, including Fulfillment Operations, Merchandizing Category teams, Customer Service and others within the RRC team.
• Strive for continuous improvement by identifying and implementing innovative solutions to further delight our customers.
• Track key milestones and manage detailed project plans to drive execution and accountability
• Communicate project status updates to Customer Service leadership and other key stakeholders
• Identify areas of risk for RRC deliverables and partner with business owners to address and remedy
• Manage interdependencies and coordination across projects to ensure that information relating to project deliverables, risks and issues are effectively communicated to key stakeholders
• Foster collaboration, strategic alignment, integrated planning and mutually supportive relationships with business owners, project leaders and key stakeholders