Senior Program Manager/Data Scientist, Voice of Customer

Job description

**Our Opportunity:**

Chewy is seeking a **Senior Program Manager & Data Scientist, Voice of the Customer (VoC)** to lead and drive one of our VoC program verticals.

This hybrid role combines structured program management with deep analytical expertise.

You will not only improve the customer experience through strategic partnerships, escalation handling, and executive communication, but also apply advanced statistical and data science methods to surface actionable insights!

As a critical advocate for our customers, you will identify, address, and prevent pain points by correlating insights across data sources, conducting regression and predictive analyses, and building robust dashboards in Tableau and other BI tools.

This role is ideal for someone who thrives in a fast-paced, data-driven environment and is passionate about scaling solutions that improve customer satisfaction.

**What You'll Do**

+ **Lead customer experience initiatives** : Drive cross-functional programs aligned with company goals and rooted in measurable outcomes.

+ **Map customer journeys** : Identify key touchpoints and implement data-informed feedback mechanisms to optimize satisfaction.

+ **Apply advanced analytics** : Use regression, clustering, and predictive modeling to uncover key drivers of customer behavior and pain points.

+ **Build scalable dashboards** : Develop and maintain Tableau and BI dashboards that deliver real-time transparency into customer experience metrics, defect trends, and sentiment drivers.

+ **Correlate insights** : Integrate structured feedback, unstructured NLP sentiment, and operational data to build a comprehensive view of the customer experience.

+ **Perform experimentation & testing** : Develop and analyze A/B tests and other experimental frameworks to measure the impact of customer experience initiatives.

+ **Manage escalations with analytics** : Conduct root cause analysis (RCA), quantify impact, and deliver data-backed recommendations to leadership.

+ **Leverage data science tools** : Use SQL, Python/R, and statistical libraries to analyze large-scale datasets, automate reporting, and build predictive models.

+ **Communicate effectively** : Translate complex analyses into clear, compelling narratives for executives and stakeholders.

+ **Foster a customer-first culture** : Educate teams on VoC and data-driven best practices, promoting accountability and continuous improvement.

+ **Drive process improvements** : Partner with product, technology, and operations teams to identify bottlenecks and build scalable, measurable solutions.

+ **Travel occasionally** (10-15%) to Chewy sites as needed.

**What You'll Need**

+ 6+ years of experience in program/project management and/or customer analytics, with direct VoC program experience preferred.

+ Strong background in **data science, statistics, or analytics** , with hands-on experience applying regression, clustering, and machine learning techniques.

+ Bachelor’s or Master’s degree in a related field (Data Science, Statistics, Computer Science, Business Analytics, or similar).

+ Proficiency in **SQL and one or more analytical programming languages (Python, R, etc.)** .

+ Expertise with **Tableau and other BI/data visualization tools** .

+ Experience with Experience Management Platforms (e.g., Qualtrics, Medallia).

+ Strong communication skills, able to simplify complex analyses for executive audiences.

+ Proven ability to manage multiple competing priorities in a fast-paced, data-driven environment.

+ Experience designing and analyzing A/B or multivariate tests.

+ Strong problem-solving skills, with the ability to connect disparate data sources and derive actionable insights.

+ Familiarity with NLP techniques for sentiment and text analysis is a plus.

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.

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.

Base Salary Range

$129,500—$207,000 USD

**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** **CAAR@chewy.com** **.**

**To access Chewy's Customer Privacy Policy, please click here (https://www.chewy.com/app/content/privacy) .**

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Required Skill Profession

Other General