Our Opportunity
Chewy is seeking a motivated and data-savvy Program Analyst to join our Refunds, Replacements, and Concessions (RRC) team. You'll help power one of Chewy's most cross-functional programs, which exists to eliminate customer pain and protect trust when something goes wrong with an order.
As part of this team, you'll work across a wide range of initiatives-from reducing shipping defects and launching our self-service returns center, to modeling fraud rules and evaluating refund policies. You'll partner closely with program managers and operations teams to uncover insights, improve key metrics, and help shape the future of the post-order customer experience.
This is a high-impact role for an analytical problem solver who thrives in ambiguity and wants to see their work directly improve customer outcomes and company performance.
What You'll Do
- Analyze large datasets (via SQL, Tableau, Snowflake, and Excel) to track program performance and uncover opportunities to reduce costs and improve customer experience.
- Translate findings into clear, actionable insights to support strategic decision-making.
- Build and maintain dashboards and performance trackers to monitor RRC KPIs.
- Partner with program managers to measure the impact of new initiatives (e.g., Online Return Center, ML-based fraud rules, new return policies).
- Help identify emerging trends-like product defects, abuse signals, or refund delays-and surface them to the right stakeholders.
- Support the development of business cases and documentation for senior leadership.
What You'll Need
- Bachelor's degree in Business, Analytics, Finance, or a related field.
- 2+ years in a program, analytics, operations, or strategy role.
- Strong SQL and Excel skills; familiarity with BI tools like Tableau, Power BI, or Streamlit.
- Proven track record to analyze ambiguous data and tell a compelling story with numbers.
- Strong communication and documentation skills, including comfort speaking publicly to peers and stakeholders.
- Organized, curious, and comfortable balancing multiple projects.
- Collaborative mindset-this is a highly cross-functional role.
Bonus Points For
- Experience with Python or data visualization libraries (e.g., Plotly).
- Familiarity with e-commerce, logistics, or returns management.
- Exposure to program management methodologies (e.g., Agile, OKRs).
- Understanding of Chewy's customer experience and returns policy.
- Customer service or agent facing experience... how policy changes can impact agent behavior etc.
Example Problems You Might Work On
- What's driving a spike in late delivery refunds in the Northeast region?
- How much churn do we see after a customer receives a damaged item?
- Which customer segments are over-indexing on high-value replacements?
- What's the projected cost savings from moving 20% of returns to self-service?
Chewy is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members. 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].
If you have a question regarding your application, please contact [email protected].
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