Senior UX Program Manager

📍 Job Overview

Job Title: Senior UX Program Manager

Company: Chewy

Location: Boston, MA, United States / Bellevue, WA, United States

Job Type: FULL_TIME

Category: Design Operations / UX Program Management

Date Posted: April 22, 2026

Experience Level: Mid-Senior Level

🚀 Role Summary

• Spearhead operational excellence within the Product Design and Research team, driving process improvements and strategic roadmap planning.

• Manage the day-to-day operations of UX teams, encompassing intake, backlog, and retrospectives to ensure efficient project execution.

• Own and optimize UX Research operations, including participant recruitment, scheduling, compliance, and the governance of research tools.

• Drive scalable process improvements and automation initiatives to streamline workflows and enhance team productivity.

• Facilitate cross-functional collaboration, ensuring clear communication, defined next steps, and effective conflict resolution for design and research initiatives.

📝 Enhancement Note: This role is positioned as a Senior UX Program Manager, indicating a need for significant experience in managing complex programs, particularly within UX and Research Operations. The emphasis on "operational improvements," "scalable processes," and "automation" points to a strategic function focused on efficiency and effectiveness, rather than purely tactical project execution. The core responsibility for "UX Research operations" implies a deep understanding of the research lifecycle and its supporting infrastructure.

📈 Primary Responsibilities

• Partner with the Associate Director for Design and Research Operations to evolve and refine intake, planning, and roadmap processes, ensuring alignment with strategic business objectives.

• Oversee the daily operational flow for UX teams, managing intake queues, backlogs, and retrospectives, and collaborating with leaders and team members on prioritization strategies.

• Lead the end-to-end management of UX Research operations, including the support of participant recruitment, scheduling, ensuring compliance with ethical and legal standards, and maintaining the operational integrity of research tools.

• Proactively identify opportunities for operational enhancements by streamlining existing workflows, introducing new scalable processes, and implementing automation solutions to reduce manual effort and increase efficiency.

• Facilitate key team meetings, including leadership discussions and cross-functional collaborations, ensuring clear action items, assigned owners, and timely resolution of any arising conflicts or roadblocks.

• Anticipate potential risks within programs and develop proactive mitigation plans, adapting strategies as necessary to minimize project impact and ensure successful delivery.

• Take ownership of the administrative governance for at least two key UX tools, which includes monitoring budgets and utilization, managing user access, maintaining comprehensive documentation, delivering user training, and supporting contract renewal processes in partnership with the procurement team.

📝 Enhancement Note: The responsibilities highlight a blend of strategic program management and hands-on operational execution. The focus on "evolving intake, planning, and roadmap processes" and "driving operational improvements by streamlining workflows and introducing scalable processes and automation" indicates a strategic mandate for efficiency. Owning "UX Research operations" and "administrative governance for 2+ UX tools" signifies a deep dive into the practical aspects of supporting a research function, including vendor management and tool administration.

🎓 Skills & Qualifications

Education: Bachelor’s degree or equivalent professional experience.

Experience:

• 5+ years of experience in program or project management, with a specific focus on UX or UX Research.

• 3+ years of experience leading project delivery for large, cross-functional project teams.

• Demonstrated experience in managing UX Research operations, including participant recruitment, tool governance, documentation, and compliance.

• Proven experience in identifying and raising issues, making critical trade-off decisions, balancing project constraints, and effectively communicating associated risks to stakeholders.

• Experience developing and managing robust project intake and prioritization processes.

• Track record of advancing new tooling, implementing automation, or introducing new ways of working to improve team efficiency.

Required Skills:

• Deep understanding of UX research, design principles, and common design processes.

• Strong program management skills with a focus on end-to-end delivery and operational efficiency.

• Expertise in managing UX research operations, encompassing participant recruitment, scheduling, compliance, and tool administration.

• Proficient in stakeholder communication, presenting complex concepts clearly to diverse audiences and organizational levels.

• Experience with the Atlassian suite of products, with a strong preference for Jira expertise.

• Familiarity with UX research software, with Dscout experience being a preferred asset.

• Skill in risk identification, mitigation planning, and making informed trade-off decisions.

Preferred Skills:

• Strong process improvement background and a proven history of owning the operations of creative programs.

• Knowledge of user experience measurement methodologies and experience in setting critical metrics for UX initiatives.

• Experience with design systems and component libraries.

• Experience managing research libraries or repositories.

📝 Enhancement Note: The requirements emphasize a blend of program management expertise and specific UX/Research Operations knowledge. The inclusion of "Atlassian suite of products; Jira expertise highly preferred" and "UX research software; Dscout experience preferred" points to specific tool proficiencies that are critical for this role. The "Bonus" section further clarifies areas of desirable additional expertise, such as design systems and UX measurement, which are valuable for a Senior Program Manager supporting a mature design organization.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrations of successful program or project management methodologies applied to UX or UX Research initiatives, showcasing end-to-end delivery.

• Case studies detailing process improvement efforts, highlighting how workflows were streamlined, efficiency was increased, or automation was implemented within a design or research context.

• Examples of managing and governing UX tools, including documentation of process, user management, and any budget oversight or vendor management aspects.

Process Documentation:

• Showcase examples of how you have documented and optimized workflows for UX research operations, from participant recruitment to data synthesis and reporting.

• Provide evidence of creating or refining processes for cross-functional collaboration, ensuring clear communication channels, defined roles, and effective handoffs between design, research, product, and engineering teams.

• Include documentation or descriptions of how you have implemented or managed tool governance processes, ensuring compliance, user adoption, and efficient utilization of UX software.

📝 Enhancement Note: For a Senior UX Program Manager role, a portfolio should not only showcase project success but also the candidate's ability to define, optimize, and manage operational processes. The emphasis here is on demonstrating how the candidate has built or improved the systems and processes that enable UX and Research teams to function effectively, rather than just managing individual projects. This includes tool governance, intake management, and workflow optimization.

💵 Compensation & Benefits

Salary Range: Based on Chewy's typical compensation structure for senior-level roles in technology and operations, and considering the locations (Boston, MA and Bellevue, WA), a competitive salary range for a Senior UX Program Manager with 5+ years of experience would likely fall between $120,000 - $170,000 annually.

Benefits:

• Financial Security: 401k plan with company match, new hire and annual equity grants, potential for annual bonus (for C08+ positions).

• Health & Wellness: Comprehensive medical, Rx, vision, and dental insurance; hospital indemnity, critical illness, and accident insurance; telemedicine services.

• Work-Life Balance: Unlimited Paid Time Off (PTO) subject to manager approval, six paid holidays per year, potential for paid sick and family leave in compliance with local regulations.

• Family Support: Generous parental leave, family services benefits, backup dependent care assistance.

• Employee Perks: Flexible spending accounts, pet adoption reimbursement, employee assistance program (EAP), significant discounts on Chewy products (20% off Chewy.com) and pet insurance (10% off).

Working Hours: This is a full-time role. While the exact daily hours are not specified, a standard full-time workweek is typically 40 hours. The hybrid model requires 3-4+ days per week in the designated hub location.

📝 Enhancement Note: Salary estimation is based on industry benchmarks for Senior Program Managers in major tech hubs like Boston and Bellevue, Chewy's known compensation practices for similar roles (indicated by the "C08+ positions" mention), and the provided experience level. The benefits listed are directly extracted from the job description, highlighting Chewy's comprehensive offerings. The working hours are inferred from the "FULL_TIME" employment type and the standard workweek, with specific note on the hybrid arrangement.

🎯 Team & Company Context

🏢 Company Culture

Industry: E-commerce (Pet Supplies & Services). Chewy operates in a highly competitive online retail space, focusing on convenience, trust, and customer-centricity for pet owners. This industry context means a strong emphasis on customer experience, reliable logistics, and data-driven decision-making.

Company Size: Chewy is a large, publicly traded company (NYSE: CHWY), employing a significant number of individuals. This scale implies structured processes, robust infrastructure, and opportunities for impact across a broad user base. For operations professionals, this means working within established frameworks while also having the potential to influence and optimize large-scale systems.

Founded: Chewy was founded in 2011. Its relatively recent founding in the e-commerce era suggests a company culture that is likely adaptable, technology-forward, and customer-obsessed, aiming to disrupt traditional pet retail.

Team Structure:

• The Product Design and Research team is part of a larger organization at Chewy, likely within the Product or Technology division.

• The Design and Research Operations team, which this role supports, is led by an Associate Director and includes this Senior UX Program Manager position.

Methodology:

• Data Analysis & Insights: Chewy, as an e-commerce leader, heavily relies on data to understand customer behavior, optimize the user journey, and drive business decisions. Expect a data-driven approach to problem-solving and measuring success.

• Workflow Planning & Optimization: The role's core responsibilities revolve around improving and streamlining workflows, suggesting a continuous improvement mindset is embedded within the team's operational philosophy.

• Automation & Efficiency: A key objective is to introduce automation and scalable processes, indicating a strategic focus on leveraging technology to enhance team productivity and reduce operational overhead.

Company Website: https://www.chewy.com/

📝 Enhancement Note: The company context is derived from the provided LinkedIn data and general knowledge of Chewy as a major e-commerce player. The industry and size influence the operational demands and potential for impact. The founding date implies a modern, agile approach. The team structure and methodology are inferred from the job description's focus on collaboration, process improvement, and data-driven operations.

📈 Career & Growth Analysis

Operations Career Level: This role is designated as "Senior," signifying a level of responsibility and autonomy beyond junior or mid-level positions. A Senior UX Program Manager is expected to lead significant programs, mentor junior team members, and contribute to the strategic direction of operations within the UX/Design domain. They are instrumental in defining and improving processes, managing complex stakeholder relationships, and driving operational maturity.

Reporting Structure: The Senior UX Program Manager will partner with the Associate Director for Design and Research Operations. This suggests a direct reporting line to the Associate Director or a close working relationship where the Senior PM acts as a key operational lieutenant. They will also collaborate extensively with UX Senior Leadership, designers, researchers, product managers, and engineers, implying a nodal position within the organization's project execution ecosystem.

Operations Impact: The primary impact of this role will be on the efficiency, effectiveness, and scalability of the Product Design and Research functions at Chewy. By optimizing processes, managing research operations, and improving tool governance, the Senior UX Program Manager will directly enable designers and researchers to focus on delivering high-quality customer experiences. This, in turn, contributes to improved product development velocity, enhanced customer satisfaction, and ultimately, business growth for Chewy.

Growth Opportunities:

• Operations Leadership: Potential to grow into an Associate Director or Director role within Design/Research Operations, taking on more strategic oversight and team management responsibilities.

• Specialization: Deepen expertise in specific areas such as UX research operations, design systems operations, or advanced process automation within creative functions.

• Cross-Functional Exposure: Develop broader program management skills or transition into product management roles by leveraging extensive cross-functional collaboration.

• Mentorship: Opportunity to mentor junior program managers or operational specialists, contributing to the development of the operations function.

📝 Enhancement Note: This analysis is based on the "Senior" designation and the responsibilities outlined, which point to a role with significant influence and potential for career advancement within operations and program management fields. The growth opportunities are standard progression paths for senior-level operational roles in tech companies.

🌐 Work Environment

Office Type: Chewy operates a hybrid work model, requiring 3-4+ days per week in a designated hub location (Boston, MA or Bellevue, WA). This indicates an office-based environment that fosters in-person collaboration and team cohesion, while also offering some flexibility.

Office Location(s): The role is available in both Boston, MA and Bellevue, WA. These are major technology hubs, suggesting modern office facilities equipped to support collaborative work, likely with amenities and infrastructure conducive to creative and technical teams.

Workspace Context:

• Collaborative Environment: The hybrid model and emphasis on cross-functional collaboration suggest an office environment designed to facilitate interactive work sessions, brainstorming, and team meetings. Expect shared workspaces, meeting rooms equipped with AV technology, and areas for informal interactions.

• Operations Tools & Technology: The role requires proficiency with tools like Jira and UX research software. The office environment will likely provide access to robust IT infrastructure, high-speed internet, and the necessary hardware and software to support these tools and related operations.

• Team Interaction: Opportunities for direct interaction with design and research leadership, as well as peers in product management and engineering, will be frequent, both in scheduled meetings and informal engagements within the office.

Work Schedule: Standard full-time hours (approx. 40 hours/week) are expected. The hybrid model implies a structured work week with specific days designated for office presence, allowing for predictable scheduling and planning of operational tasks and team interactions.

📝 Enhancement Note: This section synthesizes information about the hybrid work model, the specified locations, and the nature of the role to describe the anticipated work environment. The focus is on how the physical and operational setup supports the collaborative and tool-dependent nature of a UX Program Manager.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or hiring manager will likely conduct an initial phone screen to assess basic qualifications, experience, and cultural fit. Be prepared to discuss your program management experience, particularly in UX/Research Ops.

• Hiring Manager Interview: A deeper dive into your experience managing complex programs, your understanding of UX research operations, and your approach to process improvement and tool governance. Be ready to discuss specific examples from your past roles.

• Team/Peer Interviews: Interviews with UX designers, researchers, product managers, and engineers. These will focus on your collaboration style, ability to communicate complex ideas, and how you handle cross-functional challenges.

• Portfolio Presentation/Case Study: A key component will likely involve presenting a portfolio or a specific case study. This is where you'll demonstrate your impact through concrete examples of process improvements, operational successes, and problem-solving.

• Final Interview/Leadership Interview: A discussion with senior leadership to assess strategic thinking, leadership potential, and overall alignment with Chewy's values and operational goals.

Portfolio Review Tips:

• Focus on Impact: For each project or initiative in your portfolio, clearly articulate the problem, your role, the solutions you implemented (processes, tools, strategies), and the measurable outcomes (efficiency gains, cost savings, improved team velocity, enhanced research quality).

• Process Optimization Case Studies: Dedicate specific sections to case studies that highlight your ability to streamline workflows, implement automation, or improve operational processes for UX/Research teams. Quantify the benefits wherever possible.

• Tool Governance Examples: Include examples of how you've managed UX tools, including aspects like user onboarding, documentation, budget tracking, and renewal processes.

• Clarity and Conciseness: Ensure your portfolio is well-organized, easy to navigate, and clearly communicates your contributions and accomplishments. Use visuals (flowcharts, dashboards, screenshots) where appropriate to illustrate complex processes or outcomes.

• Tailor to the Role: Emphasize experiences directly relevant to UX Research Operations, program management, process improvement, and tool governance as described in the job description.

Challenge Preparation:

• Process Improvement Challenge: Be prepared for a hypothetical or real-world scenario where you need to identify operational inefficiencies in a UX/Research context and propose solutions. Think about how you would gather information, analyze the problem, and present your recommendations.

• Roadmap & Prioritization Exercise: You might be asked to outline how you would approach developing or managing a roadmap for operational improvements or how you would prioritize competing requests for the UX team's resources.

• Stakeholder Communication Scenarios: Practice articulating how you would communicate risks, manage conflicting priorities, or gain buy-in for new operational initiatives from different stakeholder groups (executives, designers, engineers).

📝 Enhancement Note: This section provides actionable advice for candidates applying to this specific role, drawing on common interview practices for senior program management positions in tech, with a strong emphasis on the portfolio and operational aspects highlighted in the job description.

🛠 Tools & Technology Stack

Primary Tools:

• Project Management/Workflow: Atlassian Suite, with a strong emphasis on Jira. This tool is critical for backlog management, sprint planning, issue tracking, and workflow automation within agile environments.

• UX Research Software: Proficiency with platforms like Dscout is preferred. This category also includes other user research tools for participant recruitment, scheduling, session recording, and analysis (e.g., UserTesting.com, Lookback, Dovetail).

• Collaboration & Documentation: Tools such as Confluence (part of Atlassian), Google Workspace (Docs, Sheets, Slides), or Microsoft 365 (Word, Excel, PowerPoint) will be essential for documentation, meeting facilitation, and knowledge sharing.

• Communication Platforms: Internal communication tools like Slack or Microsoft Teams will be vital for day-to-day team interaction and cross-functional communication.

Analytics & Reporting:

• While not explicitly stated as primary responsibilities, a Senior UX Program Manager often interacts with or manages tools that provide insights into team performance, project status, and operational efficiency. This could include:
  • Jira Dashboards/Reporting: For tracking project progress, team velocity, and backlog health.
  • Analytics Platforms: Potentially interacting with product analytics tools (e.g., Amplitude, Google Analytics) to understand user behavior impacting UX initiatives.
  • Custom Reporting Tools: For synthesizing data from various sources to report on operational KPIs.

CRM & Automation:

• CRM (Customer Relationship Management): While not a direct CRM management role, understanding how UX initiatives impact customer journeys managed within a CRM (like Salesforce) could be beneficial for context.

• Automation Tools: Experience with workflow automation within Jira or other tools to streamline operational tasks (e.g., automated notifications, task assignments, data syncs).

📝 Enhancement Note: This section details the expected technology stack based on the "What You'll Need" and "Bonus" sections, as well as common tools used in Design Operations and UX Research. The emphasis is on the practical application of these tools in managing programs, workflows, and research operations.

👥 Team Culture & Values

Operations Values:

• Customer-Obsession: Chewy's core value of being the most trusted and convenient destination for pet parents translates to the design and research teams prioritizing customer needs and delivering exceptional experiences. Operations must support this by enabling efficient, high-quality output.

• Data-Driven Decision Making: Expect a culture that values data in all aspects, from understanding user behavior to measuring the success of operational improvements. Operations professionals must be adept at using data to inform strategy and demonstrate impact.

• Collaboration & Teamwork: The job description emphasizes working with cross-functional teams. This indicates a culture that thrives on shared ownership, open communication, and mutual support across departments.

• Efficiency & Continuous Improvement: The focus on "streamlining workflows," "scalable processes," and "automation" points to a strong value placed on operational excellence and a proactive approach to identifying and implementing improvements.

• Accountability & Ownership: As a Senior role, taking ownership of programs, processes, and outcomes is paramount. Expect a culture where individuals are empowered to lead and are held accountable for results.

Collaboration Style:

• Cross-Functional Integration: Operations professionals are expected to be bridges between different functions (Design, Research, Product, Engineering). This involves proactive communication, understanding diverse perspectives, and facilitating alignment.

• Process Review & Feedback: A culture that encourages regular feedback on processes and workflows is likely present, allowing for iterative improvements and shared learning.

• Knowledge Sharing: Expect opportunities and encouragement to share best practices, operational learnings, and tool expertise across teams to foster a collective growth environment.

📝 Enhancement Note: This section infers the team's cultural values and collaboration style based on Chewy's stated mission, the specific requirements of the Senior UX Program Manager role, and general best practices in modern tech companies that emphasize customer experience and operational efficiency.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Operational Needs with Creative Flow: Ensuring that structured operational processes and tool governance do not stifle creativity or slow down the research and design cycles. This requires a nuanced approach to process implementation.

• Managing Diverse Stakeholder Needs: Effectively aligning priorities and expectations across different departments (Product, Engineering, Design, Research, Legal, Procurement) who may have competing demands and perspectives.

• Driving Adoption of New Processes/Tools: Overcoming resistance to change and ensuring that new operational frameworks or tools are effectively adopted and utilized by the design and research teams.

• Scaling Operations in a Growing Organization: As Chewy continues to evolve, the challenge will be to ensure that operational processes and systems can scale effectively to support increasing team sizes and project complexity.

Learning & Development Opportunities:

• Advanced Program Management Skills: Opportunities to hone skills in strategic planning, risk management, budget oversight, and stakeholder management at a senior level.

• Deep UX/Design Operations Expertise: Gain in-depth knowledge of the intricacies of supporting creative and research functions, including specialized tools, methodologies, and best practices.

• Process Automation & Optimization: Develop expertise in leveraging technology and process design to create highly efficient operational workflows.

• Leadership Development: Potential for mentorship and growth into leadership roles within Design/Research Operations, managing teams and influencing strategic direction.

• Industry Exposure: Participation in relevant industry conferences, workshops, or certifications related to program management, design operations, or UX research best practices.

📝 Enhancement Note: This section anticipates potential challenges inherent in a senior operational role within a large tech company and outlines clear growth pathways aligned with the responsibilities and career trajectory for such positions.

💡 Interview Preparation

Strategy Questions:

• Operational Strategy: "Describe how you would approach developing a comprehensive intake process for new UX research projects to ensure alignment with business priorities and team capacity." Focus on phases: defining requirements, assessing feasibility, prioritizing, and assigning resources.

• Process Improvement: "Walk me through a time you identified a significant inefficiency in a UX or research workflow and the steps you took to address it. What was the outcome?" Be ready to detail the problem, your analysis, the solution implemented, and the measurable results.

• Cross-functional Collaboration: "How do you ensure effective collaboration and communication between UX researchers, designers, product managers, and engineers, especially when managing competing priorities?" Highlight your communication strategies, facilitation techniques, and methods for fostering alignment.

Company & Culture Questions:

• Chewy's Mission: "How do you see your role as a Senior UX Program Manager contributing to Chewy's mission of being the most trusted and convenient online destination for pet parents?" Connect your operational improvements to enhancing customer experience and team effectiveness.

• Operational Values: "How do you foster a culture of continuous improvement and data-driven decision-making within a design and research operations context?" Discuss your approach to encouraging feedback, sharing data, and championing efficiency.

• Tool Management Philosophy: "Describe your philosophy on selecting, implementing, and governing UX research tools. What factors do you consider most important?"

Portfolio Presentation Strategy:

• Structure Your Narrative: For each portfolio item, use a clear STAR (Situation, Task, Action, Result) or PAR (Problem, Action, Result) format. Focus on the impact of your work.

• Quantify Your Success: Whenever possible, use specific metrics to demonstrate the value of your contributions (e.g., "Reduced research recruitment time by 30%," "Increased on-time project delivery by 15%," "Streamlined tool onboarding process, resulting in 20% faster user adoption").

• Showcase Process Diagrams: Use flowcharts or visual representations to illustrate complex processes you've designed or optimized. This is particularly valuable for demonstrating workflow improvements and tool governance.

• Highlight Tool Proficiency: Briefly explain how you utilized specific tools like Jira or Dscout to achieve your objectives.

• Be Ready for Deep Dives: Anticipate that interviewers will ask detailed questions about your process, decision-making, and challenges faced in your portfolio examples.

📝 Enhancement Note: This section offers targeted preparation advice, including specific question types and strategies for presenting the candidate's portfolio, directly addressing the core requirements and responsibilities of the Senior UX Program Manager role at Chewy.

📌 Application Steps

To apply for this operations position:

• Submit your application through the Chewy careers portal via the provided job link.

• Curate Your Operations Portfolio: Select 2-3 key projects that best showcase your experience in UX/Research Operations, process improvement, and tool governance. For each project, prepare a concise summary detailing the challenge, your actions, and the quantifiable results. Ensure these examples align with the responsibilities and qualifications outlined in the job description.

• Optimize Your Resume for Operations Keywords: Review your resume and strategically integrate keywords identified in the job description (e.g., "UX Research Operations," "Program Management," "Process Improvement," "Jira," "Tool Governance," "Roadmap Planning," "Cross-functional Leadership"). Highlight achievements with specific metrics that demonstrate your impact on efficiency and project success.

• Prepare Your Portfolio Presentation: Practice walking through your selected portfolio examples. Focus on clearly articulating the operational challenges you solved, the methodologies you employed, and the positive outcomes you achieved. Be ready to discuss your approach to stakeholder management and risk mitigation.

• Research Chewy's Operations & Culture: Familiarize yourself with Chewy's business model, customer focus, and recent company news. Understand their commitment to customer experience and how design and research operations contribute to that. Prepare to discuss how your operational philosophy aligns with their values.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

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