Senior Product Manager

Own and elevate Chewy’s HR knowledge management program that powers digital employee self-service experiences.

Responsibilities

• Drive execution and ongoing improvement of the HR knowledge management roadmap in partnership with HR Product leadership
• Define and maintain governance standards, content guidelines, metadata practices, taxonomy, and lifecycle processes to improve knowledge quality and consistency
• Collaborate with HR Centers of Excellence plus Product, Engineering, Legal, Compliance, and Communications to implement knowledge management capabilities and improve employee self-service
• Convert business requirements into product and platform enhancements including workflows, search improvements, virtual agent capabilities, and AI-enabled knowledge solutions
• Set up and track operational metrics across knowledge health, search effectiveness, content quality, self-service resolution, and user satisfaction
• Analyze knowledge performance data, surface improvement opportunities, and recommend changes that increase content effectiveness and usability
• Lead knowledge audits, content rationalization, and migration efforts to strengthen governance, organization, and overall knowledge quality
• Create templates, playbooks, and training materials so HR content owners can produce high-quality, reusable, and AI-ready knowledge consistently
• Facilitate governance meetings and working sessions to align stakeholders on priorities, standards, and implementation plans
• Stay current on knowledge management, digital employee experience, enterprise search, and generative AI best practices, and propose practical improvements for HR products and services
• Provide subject matter expertise for ServiceNow Knowledge Management and related HR knowledge technologies

Requirements

• Bachelor's degree in Information Science, Communications, Human Resources, Business, Technology, or a related field, or equivalent experience
• 5+ years of experience in knowledge management, content strategy, digital employee experience, product management, or related disciplines
• Experience leading complex cross-functional initiatives involving knowledge management, governance, content operations, or employee experience technologies
• Experience creating content standards, governance practices, metadata, taxonomy, workflows, or lifecycle management processes
• Working knowledge of enterprise knowledge platforms, content management systems, search technologies, analytics, APIs, and generative AI concepts
• Experience partnering with Product Management and Engineering to define requirements, prioritize enhancements, and support implementation
• Strong analytical skills using operational metrics and customer feedback to improve digital experience
• Excellent communication, facilitation, and stakeholder management skills with the ability to influence without direct authority
• Experience supporting AI-enabled employee experiences or enterprise search initiatives
• Preferred: Experience with ServiceNow Knowledge Management or Employee Center
• Preferred: Familiarity with HR technology and service delivery environments

Technologies

• ServiceNow Knowledge Management
• Employee Center
• ServiceNow

Benefits

• 401k and a new hire and annual equity grant
• Annual bonus for C08+ positions (if applicable)
• Medical/Rx, vision, dental, life, disability, hospital indemnity, critical illness, and accident
• Parental leave
• Family services benefits
• Backup dependent care
• Flexible spending accounts
• Telemedicine
• Pet adoption reimbursement
• Employee assistance program
• 10% off pet insurance
• 20% off at Chewy.com
• Unlimited PTO for exempt salary team members, subject to manager approval
• Six paid holidays per year
• Paid sick and family leave in compliance with applicable state and local regulations

Additional Information

• Base salary range: $141,000 - $225,000 per year
• Specific salary may be influenced by relevant experience, education, and work location
• C08+ positions may also be eligible for annual bonus
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