Staff Technical Product Manager

Our Opportunity Are you passionate about defining the future of customer care through technology? Do you thrive in ambiguous, technically complex environments where customer experience, business strategy, data, and platform architecture intersect? If so, join Chewy’s Customer Care Product & Engineering (CCPE) team as a Staff Technical Product Manager and help shape the next generation of customer care. At Chewy CCPE, we deeply understand the experiences of both customers and customer care team members and build the products and platforms that power our industry-leading customer care experience. Our goal is to create intelligent, scalable, reliable, and seamless solutions that foster trust, improve efficiency, and enable long-term growth. As a Staff Technical Product Manager, you will set the product vision for a large customer care platform. You will bring clarity to ambiguous technical problem spaces, connect technical investments to customer and business outcomes, and anticipate the foundational capabilities needed to support future scale. You will work largely autonomously while partnering with Engineering, Architecture, Design, Data Science, Analytics, Operations, and business leaders. Through deep technical expertise and influential product leadership, you will shape roadmaps, architectural decisions, investment priorities, and operating mechanisms across organizational boundaries. What You’ll Do Set the vision for a large system or platform: Define and champion the long-term product vision for a substantial customer care product with an interconnected set of sytems. Bring clarity to ambiguous technical opportunities and ensure the strategy supports evolving customer, agent, business, and platform needs. Own product strategy and roadmaps: Lead the development and authorship of your area’s product strategy, including its contribution to Chewy’s three-year planning. Build and own annual and multi-quarter roadmaps that connect technical investments to broader portfolio and enterprise priorities. Make high-leverage product investments: Identify opportunities where shared platforms, foundational capabilities, AI, automation, or data products can unlock value across multiple teams. Develop bespoke prioritization frameworks and make explicit tradeoffs among customer value, business impact, scalability, technical debt, risk, and delivery constraints. Anticipate scale and platform needs: Proactively identify future capacity, performance, reliability, security, observability, data-quality, and extensibility requirements. Scope foundational work before immediate demand emerges and ensure near-term decisions support long-term platform success. Shape technical direction across domains: Partner with senior engineers, architects, data scientists, and machine learning experts to establish technical direction across interconnected domains. Influence architecture and design patterns that align with product strategy, system performance, and long-term maintainability. Improve platform coherence: Identify opportunities to consolidate systems, reduce unnecessary complexity, improve reuse, and strengthen shared capabilities. Guide build-versus-buy decisions and contribute to organizational standards for platform selection, integration, monitoring, and support. Guide architectural tradeoffs: Make product-scope decisions informed by system architecture, technical dependencies, technical debt, and organizational risk. Thread architectural decisions across upstream and downstream systems and ensure teams understand their broader platform implications. Lead customer-centric innovation: Guide teams toward customer- and agent-centered innovation across technical domains. Use evolving customer behavior, operational insights, market trends, and system data to identify opportunities for personalization, intelligent automation, and data-driven improvement. Connect technology to business results: Establish a clear connection