Associate Director, Product Management – Emerging Customer Experiences

Job Description:

Associate Director, Product Management – Emerging Customer Experiences

C07 Individual Contributor

Our Opportunity

At Chewy, our mission is to be the most trusted and convenient destination for pet parents and partners everywhere. They are family, and we are passionate about exceeding their expectations at every interaction.

To support our mission, we are seeking an Associate Director, Product Management – Emerging Customer Experiences . In this C07 individual-contributor role, you will own the strategy and roadmap for a connected commerce and service experience serving customers with complex purchasing and operating needs.

You will translate customer insights, market signals, and business economics into a long-term product vision; validate solutions through research, experimentation, and controlled pilots; and mobilize cross-functional teams to deliver scalable capabilities. This role requires operating autonomously, bringing structure to ambiguous problems, influencing senior leaders, and balancing near-term customer learning with Chewy’s long-term product and technology strategy.

What You’ll Do

- Product Strategy and Vision: Own the end-to-end product strategy and roadmap for a substantial customer experience spanning account, purchase, fulfillment, and post-purchase interactions.
- Customer Discovery and Validation: Combine quantitative analysis, qualitative research, and customer feedback to anticipate needs that may not be readily apparent from existing data. Design pilots and experiments that validate customer value, operational feasibility, and business impact.
- Roadmap Development and Prioritization: Develop and apply a prioritization framework based on customer impact, business value, complexity, feasibility, and economics. Manage tradeoffs, dependencies, critical paths, and product risks.
- Cross-Functional Product Delivery: Mobilize a virtual team across Design, Engineering, Data Science, Analytics, Customer Care, Operations, Finance, Legal, Marketing, and other business teams to move initiatives from concept through launch and optimization.
- Scalable Product Architecture: Partner with technical teams to determine where existing Chewy capabilities can be reused, extended, or connected and where new investments are required. Review customer and technical designs, identify risks, and proactively drive mitigation.
- Executive Communication and Alignment: Write crisp, data-driven product documents—including vision documents, PRFAQs, business cases, and roadmap recommendations—that clarify customer needs, business requirements, and decisions for senior leadership.
- Measurement and Optimization: Establish success metrics across adoption, customer experience, revenue, cost to serve, and operational performance. Use results to recommend whether solutions should scale, evolve, or stop.
- Product Management Excellence: Strengthen product-development mechanisms, experimentation practices, delivery quality, and execution velocity across the initiative.

What You’ll Need

- Educational Background and Experience: Bachelor’s degree or equivalent experience and 7+ years of product-management experience within ecommerce, marketplaces, platforms, customer experience, or a similarly complex environment.
- End-to-End Product Ownership: Demonstrated success owning a substantial product or portfolio of connected products from strategy and discovery through launch, measurement, and scale.
- Customer-First Product Management: Strong ability to synthesize qualitative and quantitative research, anticipate unmet customer needs, and translate insights into clear product solutions.
- Strategic and Analytical Thinking: Experience developing business cases, defining KPIs, designing experiments, evaluating economics, and making data-informed investment decisions.
- Technical Acumen: Ability to engage meaningfully in discussions involving platform architecture, systems integrations, data, technical dependencies, and build-versus-reuse tradeoffs.
- Ambiguity and Execution: Ability to put structure around open-ended, multidimensional problems; distinguish reversible decisions from one-way doors; and maintain momentum in a fast-paced environment.
- Communication and Influence: Excellent written and verbal communication skills, including experience presenting complex product strategies and recommendations to senior leadership.
- Cross-Functional Leadership: Demonstrated ability to align and influence teams without direct authority while balancing functional priorities with broader organizational goals.
- Product Delivery Expertise: Experience with agile product development, requirements definition, customer and technical design reviews, testing, UAT, launch readiness, and post-launch optimization.
- Preferred Experience: Experience with B2B, multi-user commerce, account or platform products, payments, fulfillment, or other complex purchasing ecosystems is a plus.

The base salary range for this role is $166,000 - $265,000.00.
- 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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