Senior Program Manager/Data Scientist, Voice of Customer

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.