Experience Insights Manager

Job Description:

Our Opportunity

Chewy is seeking an Experience Insights Manager to serve as the single-threaded owner of CSAT and Quality 2.0 performance across Core and Specialty customer care. Customers experience inconsistent outcomes when agent execution or upstream policy, process, product, technology, knowledge, and fulfillment break down; insight creates value only when those opportunities become accountable action.

This role is equivalent in scope to a Senior Program or Product Manager. It independently sets portfolio strategy and roadmaps, owns senior stakeholder relationships, and is accountable for translating customer and quality signals into completed interventions and measurable improvement in topline outcomes. In this role you will work across the organization to improve agent controllable customer care opportunities, process, and technology gaps that impact customer satisfaction, repeat contacts, and cost per order.

If you have a proven track record of being an influential individual contributor, customer first mentality, and ready to operate in the details, this may be the role for you.

What You'll Do

- Own the Core and Specialty CSAT and Quality 2.0 performance narrative, improvement agenda, roadmap, and value-realization plan.
- Carry direct accountability for the portfolio's contribution to approved topline CSAT, behavior, compliance, and Resolution Accuracy goals, including influencing improvements in repeat contacts and CPO.
- Distinguish agent-controllable opportunities from upstream friction and quantify the relative customer and business impact of each.
- Use Quality 2.0, Voice of Customer, operational metrics, and targeted investigations to identify the highest-value opportunities and emerging risks.
- Influence senior Operations, Product, Technology, Policy, Knowledge, Fulfillment, and business leaders to commit to prioritized action plans.
- Establish clear owners, milestones, success measures, and review mechanisms; track actions through completion and evaluate whether they improved outcomes.
- Build and maintain a multi-period roadmap that balances immediate performance recovery with durable systemic improvement.
- Author and present executive narratives, WBR/MBR content, business reviews, and recommendations that drive decisions above the role's organizational level.
- Partner with Quality Programs, AI Customer Care and Coaching Effectiveness, Analysts, and Operations to ensure insights translate into targeted interventions.
- Represent Core and Specialty experience health, readiness, and risk in launches and cross-functional operating forums.
- Operate independently as the authoritative voice of the portfolio, escalating only decisions or barriers requiring enterprise intervention.

What You'll Need

- 8+ years of experience in senior program or product management, customer experience, quality, analytics, operations strategy, or a related field.
- Proven ownership of a complex portfolio and measurable topline outcomes in a large, matrixed organization.
- Demonstrated ability to influence senior leaders without direct authority and move cross-functional action plans from insight through realized impact.
- Strong analytical judgment and fluency connecting CSAT, quality measures, customer journeys, and operational performance.
- Exceptional executive writing, storytelling, and presentation skills, including the ability to make clear recommendations from complex evidence.
- Experience creating strategic roadmaps, defining success measures, and evaluating whether interventions delivered intended outcomes.
- Bachelor's degree or equivalent practical experience.
- Bonus
- Experience with AI-enabled quality, speech/text analytics, Voice of Customer, or contact-center analytics.
- Experience in e-commerce or large-scale customer care operations.
- Program, product, analytics, or operational-excellence certification.

The base salary range for this role is $124,500 - $199,000.00.
- The specific salary offered to a candidate may be influenced by a variety of factors including but not limited to the candidate’s relevant experience, education, and work location. In addition, this position is eligible for 401k and a new hire and annual equity grant. C08+ positions may also be eligible for annual bonus.

We offer different types of insurance and benefits, such as medical/Rx, vision, dental, life, disability, hospital indemnity, critical illness, and accident. We offer parental leave, family services benefits, backup dependent care, flexible spending accounts, telemedicine, pet adoption reimbursement, employee assistance program, and many discounts including 10% off pet insurance and 20% off at Chewy.com.

Exempt salary team members have unlimited PTO, subject to manager approval. Team members will receive six paid holidays per year. Team members may be eligible for paid sick and family leave in compliance with applicable state and local regulations.

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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