Customer Experience Operations Manager Jobs (NOW HIRING)

Our Opportunity:

Chewy is seeking a passionate and experienced Associate Director, Site Experience Operations to lead the operational excellence function within our Site Experience team. This individual will scale a 5-person team of Site Experience Operations Managers responsible for programming content across Chewy.com and the Chewy app by enabling new processes and operations, tooling capabilities, testing and new and emerging technology.

As a critical member of the Site Experience leadership team, you’ll drive process rigor, quality standards, and operational efficiency while shaping how Chewy delivers scalable, dynamic content throughout the site that resonates with every customer. You will play a key role in evolving our automation and personalization strategies by ensuring the right operational frameworks and tooling are in place to support tailored experiences across platforms. This role is ideal for a detail-obsessed, systems-oriented, data-driven leader who thrives in a high visibility cross-functional environment and is motivated by continuous improvement, automation, and customer-first innovation.

What You’ll Do:

• Lead and develop a team of Site Experience Operations Managers who program, schedule, QA, and deploy targeted and personalized content across Chewy’s digital storefronts.

• Design and optimize workflows that enable delivery of segmented content segments to ensure the right message reaches the right customer at the right time.

• Drive operational readiness and content QA for segmented content experiences, collaborating closely with personalization, audience strategy, and tooling teams.

• Own the intake, prioritization, and delivery of tooling enhancement requests, with a focus on automating manual tasks and improving content scheduling and QA capabilities, particularly for dynamic and rules-based content.

• Serve as the Site Experience team’s liaison to Chewy’s enterprise-wide AI roadmap, driving awareness and adoption of AI-powered solutions that elevate content quality, streamline operations, and enhance personalization capabilities.

• Define and track operational KPIs that measure content accuracy, timeliness, scalability, and relevance; analyze content operations data to identify trends, uncover issues, and inform continuous improvement opportunities.

• Represent the Site Experience Operations function in cross-functional roadmap planning with Product, Engineering, UX, and Creative/Marketing stakeholders, advocating for personalization-enabling capabilities and AI-driven efficiencies.

• Partner with other Program Managers and Product Managers to align on content strategy, tooling needs, and execution excellence across static and dynamic experiences—while proactively surfacing risks, inconsistencies, or misalignments with business objectives.

What You’ll Need:

• Bachelor’s degree in business, marketing, operations, or a related field.

• 6+ years of experience in program management, or site operations; experience managing direct reports within a matrixed organization strongly preferred.

• Demonstrated experience with site content operations or personalization frameworks in an e-commerce setting.

• Strong cross-functional verbal and written communication skills and experience influencing product/tooling roadmaps, especially for content and personalization platforms.

• Proven ability to build scalable operational workflows that support dynamic content execution and QA.

• Fluency in content operations tooling, with an understanding of how emerging technologies—such as AI and automation—can streamline repetitive workflows and improve execution accuracy.

• Comfort operating in ambiguity, with a knack for creating structure and clarity within complex digital environments.

• Experience with personalization platforms or CMS systems supporting dynamic content (e.g., Adobe Target, Dynamic Yield).

• Familiarity with segmentation, targeting logic, and testing strategies.

• Experience with project management and data visualization tools (e.g., Jira, Asana, Tableau).

• Experience documenting business requirements to Product and Engineering teams.

Bonus:

• Exposure to AI-enabled tools for content QA, campaign scheduling, or operational automation (e.g., content intelligence, predictive QA, or task bots).

• 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 CAAR@chewy.com.

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