📌 Core Information
🔹 Job Title: Communications Manager - Customer Care
🔹 Company: Chewy
🔹 Location: Boston, MA
🔹 Job Type: Full-Time
🔹 Category: Communications, Customer Care
🔹 Date Posted: May 6, 2025
🔹 Experience Level: 5-10 years
🔹 Remote Status: Remote OK
🚀 Job Overview
Key aspects of this role include:
- Developing and implementing integrated communication strategies for Chewy's Customer Care (CC) organization
- Engaging and aligning 24/7 frontline Team Members, enabling CC Leadership, and supporting high-visibility business initiatives
- Crafting and delivering high-quality, data-informed messaging that resonates across levels, from Senior Leaders to Team Members
- Thriving in complex environments and translating operational strategy into clear messaging that drives alignment and action
ASSUMPTION: This role requires a strategic mindset, strong communication skills, and the ability to work effectively in a fast-paced, dynamic environment.
📋 Key Responsibilities
✅ Develop and implement integrated communication strategies that drive key CC priorities, including audience segmentation, messaging tiers, timing, channels, and success metrics
✅ Act as a strategic advisor to cross-functional teams and project owners, engaging early in initiative planning to identify communication opportunities, propose scalable solutions, and shape messaging direction
✅ Build templates, playbooks, talking points, and self-serve resources to help managers and business partners reinforce messages and drive consistency in rollout
✅ Use metrics, surveys, and feedback to evaluate communication effectiveness, apply insights to adjust approach, and share findings with partners to improve future initiatives
✅ Design messaging that aligns and equips different audience levels, providing enterprise updates, frontline context, and leader enablement materials as needed
✅ Manage the creation, review, and delivery of content across internal channels, maintaining clear, timely, and engaging messaging across all formats
✅ Own the CC Communications calendar and cadence, ensuring strategic prioritization of initiatives, visibility of prioritized messaging, and alignment with business timing
✅ Identify engaging formats and innovative storytelling techniques to improve relevance, clarity, and retention of key messages
✅ Align individual communication efforts to broader business narratives and CC goals, reinforcing Chewy’s mission and customer-first approach
✅ Ensure content adheres to brand voice, communication standards, and quality benchmarks, maintaining a high bar for clarity, tone, and accuracy across all channels
ASSUMPTION: This role requires a balance of strategic thinking, hands-on execution, and the ability to adapt to evolving priorities in a dynamic environment.
🎯 Required Qualifications
Education: Bachelor’s degree or equivalent experience in communications, journalism, marketing, business, or a related field (preferred)
Experience: 5+ years of experience in internal or employee communications, preferably within a fast-paced, operational, or customer-facing environment
Required Skills:
- Proven track record in developing comms strategies that support large-scale, cross-functional initiatives
- Experience advising and influencing senior partners, with a strong presence in high-visibility conversations and meetings
- Demonstrated strength in narrative development and storytelling, connecting individual initiatives to broader organizational goals, and translating operational complexity into compelling, audience-appropriate messaging
- Proficiency in data analysis, performance tracking, and applying insights to optimize communication strategies and influence business outcomes
- Experience developing enablement materials such as toolkits, templates, and communication resources to support scalable rollout across diverse teams
- Excellent writing and editing skills, with high attention to detail and dedication to quality, accuracy, and clarity in all communication outputs
- Strong organizational and project management skills, with the ability to lead multiple priorities and results independently
- Comfortable navigating ambiguity and adapting to evolving priorities in a dynamic environment
- Deep knowledge of internal communication channels and tools, such as Slack, intranet platforms, and enterprise email systems
Preferred Skills:
- Experience working in the pet industry or a related field
- Fluency in Spanish or another language relevant to Chewy's customer base
ASSUMPTION: While not explicitly stated, having experience in the pet industry or fluency in a relevant language could be beneficial for this role but is not strictly required.
💰 Compensation & Benefits
Salary Range: Based on industry standards for a Communications Manager with 5-10 years of experience in the Boston area, the estimated salary range is $110,000 - $140,000 per year. This estimate may vary based on factors such as the candidate's specific experience and the company's final offer.
Benefits:
- Competitive benefits package, including health, dental, and vision insurance
- 401(k) matching and employee stock purchase plan
- Generous pet-related discounts and other perks
- Flexible work arrangements, including remote work options
Working Hours: Full-time position with a standard workweek of 40 hours, typically Monday through Friday. However, the role may require occasional evening or weekend work to support business needs.
ASSUMPTION: The salary range provided is an estimate based on market research and may vary based on the company's final offer and the candidate's specific experience.
📌 Applicant Insights
🔍 Company Context
Industry: Chewy operates in the competitive online retail industry, specializing in pet products, supplies, and prescriptions. The company is known for its exceptional customer care and convenient online shopping experience.
Company Size: Chewy is a large company with over 10,000 employees, providing ample opportunities for career growth and development. As a large organization, Chewy offers a structured environment with established processes and procedures.
Founded: Chewy was founded in 2011 and has since grown to become one of the leading online pet supply retailers in the United States.
Company Description:
- Chewy is committed to being the most trusted and convenient destination for pet parents and partners, everywhere
- The company offers a broad selection of high-quality products and services at competitive prices with an exceptional level of customer care and a personal touch
- Chewy is dedicated to providing everything pet parents need for a happy, healthy life for their pets, supporting them throughout their pet parenting journey
Company Specialties:
- Fast and free 1-2 day shipping
- Pet health and wellness resources
- 2,000+ brands and an extensive product selection
- 24/7 customer service and support
Company Website: careers.chewy.com
ASSUMPTION: Chewy's large size and established processes may provide more structure and stability compared to smaller or startup organizations. However, the company's rapid growth and competitive industry may also present unique challenges and opportunities.
📊 Role Analysis
Career Level: This role is at the manager level, with the opportunity to influence strategic communications and drive business outcomes across the Customer Care organization.
Reporting Structure: The Communications Manager will report directly to the Senior Director of Customer Care Communications and work closely with cross-functional teams and project owners within the Customer Care organization.
Work Arrangement: This role is remote-friendly, with the option to work from home or in one of Chewy's office locations. The specific work arrangement will be determined based on the candidate's preferences and the needs of the business.
Growth Opportunities:
- As Chewy continues to grow and expand its Customer Care organization, there may be opportunities for the Communications Manager to take on additional responsibilities or move into a leadership role
- The company's large size and diverse business units offer numerous opportunities for career growth and development within the communications function
- Chewy's commitment to employee development and training provides ample opportunities for professional growth and skill-building
ASSUMPTION: Given Chewy's size and growth trajectory, there are likely numerous opportunities for career advancement and professional development within the company.
🌍 Location & Work Environment
Office Type: Chewy's office locations are modern, collaborative workspaces designed to facilitate teamwork and innovation. The company's headquarters in Plantation, Florida, serves as the central hub for the organization, with additional offices located across the United States.
Office Location(s): Boston, MA; Plantation, FL; Sparks, NV; Clayton, IN; and other locations across the United States
Geographic Context:
- Boston, MA, is a major metropolitan area with a diverse and vibrant culture, offering numerous opportunities for entertainment, dining, and outdoor recreation
- The city is home to a thriving tech industry and a strong job market, providing ample opportunities for professional growth and development
- Boston's four distinct seasons and variable weather may impact work arrangements and commuting options throughout the year
Work Schedule: The standard workweek for this role is Monday through Friday, with the option to work remotely or in one of Chewy's office locations. The specific work schedule will be determined based on the candidate's preferences and the needs of the business.
ASSUMPTION: While Chewy's office locations are modern and collaborative, the company's remote-friendly work arrangements provide flexibility and convenience for employees who prefer to work from home.
💼 Interview & Application Insights
Typical Process:
- Initial phone or video screen with a member of the HR team
- First-round interview with the hiring manager or a member of the Customer Care Communications team
- Second-round interview with additional stakeholders, including senior leaders from the Customer Care organization
- Final-round interview with the Senior Director of Customer Care Communications and other key decision-makers
- Background check and offer extension for the successful candidate
Key Assessment Areas:
- Communication skills and ability to craft compelling narratives
- Strategic thinking and problem-solving abilities
- Adaptability and comfort working in a dynamic, fast-paced environment
- Experience working with cross-functional teams and influencing senior partners
- Alignment with Chewy's mission, values, and company culture
Application Tips:
- Tailor your resume and cover letter to highlight your relevant experience and skills for this role, emphasizing your ability to develop and execute strategic communication plans, work effectively with cross-functional teams, and adapt to evolving priorities
- Prepare examples of your past communication successes, demonstrating your ability to drive alignment, action, and business outcomes through effective messaging
- Research Chewy's company culture and mission to ensure your values and work style align with the organization's priorities and goals
- Follow up with the HR team after submitting your application to confirm receipt and reiterate your interest in the role
ATS Keywords: Strategic communication, cross-functional teamwork, narrative development, data-informed messaging, internal communication, employee engagement, business alignment, customer care, pet industry
ASSUMPTION: Chewy's interview process is designed to assess the candidate's strategic thinking, communication skills, and cultural fit with the organization. The company values adaptability, innovation, and a customer-centric mindset in its employees.
🛠️ Tools & Technologies
- Slack for internal communication and collaboration
- Microsoft Office Suite for document creation and management
- Google Workspace for cloud-based productivity and collaboration
- Asana or another project management tool for task tracking and team coordination
- SurveyMonkey or another survey tool for gathering and analyzing employee feedback
ASSUMPTION: While not explicitly stated, Chewy likely uses industry-standard communication and collaboration tools to facilitate internal communication and project management.
👔 Cultural Fit Considerations
Company Values:
- Customer-obsessed: Chewy prioritizes the needs and preferences of pet parents and their pets, providing exceptional customer care and a personalized shopping experience
- Innovative: The company encourages creativity, adaptability, and continuous improvement in all aspects of its business
- Collaborative: Chewy fosters a culture of teamwork, open communication, and mutual respect among its employees
- Passionate: The company seeks employees who are deeply committed to pets, pet parents, and Chewy's mission to be the most trusted and convenient destination for pet care
Work Style:
- Fast-paced and dynamic, with a focus on agility and adaptability in response to evolving business needs and market trends
- Customer-centric, with a strong emphasis on understanding and meeting the needs of pet parents and their pets
- Collaborative and team-oriented, with a focus on open communication, active listening, and mutual respect
- Data-driven, with a commitment to using data and analytics to inform decision-making and improve business outcomes
Self-Assessment Questions:
- How do you align individual communication efforts with broader business narratives and organizational goals?
- How do you adapt your communication approach to different audience levels, from senior leaders to frontline Team Members?
- How do you balance strategic thinking with hands-on execution, and how do you prioritize your time and resources to maximize impact?
ASSUMPTION: Chewy's company culture values adaptability, innovation, and a customer-centric mindset. The company seeks employees who are passionate about pets, pet parents, and Chewy's mission to provide exceptional customer care and a convenient online shopping experience.
⚠️ Potential Challenges
- The fast-paced, dynamic nature of the role may present challenges in managing multiple priorities and adapting to evolving business needs
- The role requires strong communication skills and the ability to craft compelling narratives, which may present challenges for candidates who struggle with writing or public speaking
- The role involves working with cross-functional teams and influencing senior partners, which may present challenges in navigating complex organizational dynamics and building effective working relationships
- The role requires a deep understanding of the pet industry and Chewy's customer base, which may present challenges for candidates without relevant experience or industry knowledge
- The role may require occasional evening or weekend work to support business needs, which may present challenges for candidates with personal or family commitments that limit their availability
ASSUMPTION: While Chewy offers numerous opportunities for career growth and development, the role presents unique challenges that require strong communication skills, adaptability, and the ability to thrive in a fast-paced, dynamic environment.
📈 Similar Roles Comparison
- Compared to related roles in internal communications, this role places a greater emphasis on strategic thinking, data-informed messaging, and the ability to drive business alignment and action through effective communication
- The pet industry is unique in its focus on pet health, wellness, and customer care, presenting opportunities and challenges specific to this role and industry
- Career paths in internal communications may vary depending on the organization's size, industry, and specific business needs. In a large organization like Chewy, there may be more opportunities for specialization and career advancement within the communications function
ASSUMPTION: While this role shares similarities with other internal communications roles, its unique focus on strategic thinking, data-informed messaging, and business alignment sets it apart from related positions in other industries.
📝 Sample Projects
- Developing a comprehensive communication strategy for a major CC initiative, including audience segmentation, messaging tiers, timing, channels, and success metrics
- Crafting and delivering a high-impact presentation to senior leaders, outlining the strategic value and expected outcomes of a proposed communication plan
- Creating a suite of enablement materials, such as toolkits, templates, and talking points, to support the rollout of a new CC program or policy
- Analyzing communication metrics and feedback to optimize messaging and improve the effectiveness of future initiatives
ASSUMPTION: These sample projects demonstrate the strategic, data-informed, and hands-on nature of the Communications Manager role, requiring a balance of strategic thinking, communication skills, and adaptability.
❓ Key Questions to Ask During Interview
- How does the Customer Care Communications team collaborate with other departments and business units within Chewy?
- What are the most pressing communication challenges facing the Customer Care organization, and how can this role help address them?
- How does Chewy support the professional development and growth of its employees, particularly within the communications function?
- What are the key priorities for the Customer Care organization in the first 90 days, and how can this role contribute to their success?
- How does Chewy measure the effectiveness of its internal communication efforts, and how can this role help improve those metrics?
ASSUMPTION: Asking these questions demonstrates the candidate's interest in understanding the role's context, priorities, and opportunities for growth and development within the Customer Care organization and Chewy as a whole.
📌 Next Steps for Applicants
To apply for this position:
- Submit your application through this link
- Tailor your resume and cover letter to highlight your relevant experience and skills for this role, emphasizing your ability to develop and execute strategic communication plans, work effectively with cross-functional teams, and adapt to evolving priorities
- Prepare examples of your past communication successes, demonstrating your ability to drive alignment, action, and business outcomes through effective messaging
- Research Chewy's company culture and mission to ensure your values and work style align with the organization's priorities and goals
- Follow up with the HR team after submitting your application to confirm receipt and reiterate your interest in the role
- If selected for an interview, be prepared to discuss your communication strategy development process, experience working with cross-functional teams, and your ability to adapt to evolving business needs and market trends
⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.
