Senior Product Manager

Job Description:

Our Opportunity:

At Chewy, we're transforming how Team Members access HR services through intelligent self-service, AI-powered experiences, and trusted knowledge. The Senior HR Knowledge Product Manager partners with HR Product, Engineering, and HR Centers of Excellence to develop and continuously improve the HR knowledge management program that powers digital employee experiences.

This role leads strategic initiatives that improve the quality, discoverability, governance, and effectiveness of HR knowledge across self-service channels. Working within the broader HR product strategy, the role defines priorities for knowledge capabilities, establishes content standards and governance practices, and partners with stakeholders to implement scalable solutions that improve the Team Member experience.

The Senior HR Knowledge Product Manager serves as the functional expert for knowledge management, partnering with senior leaders and translating business needs into product and platform improvements while enabling HR content owners to deliver consistent, accurate, effective, and AI-ready knowledge.

What You’ll Do:

• Lead the execution and continuous improvement of the HR knowledge management roadmap in partnership with HR Product leadership
• Develop and maintain governance standards, content guidelines, metadata practices, taxonomy, and lifecycle processes that improve knowledge quality and consistency
• Partner with HR Centers of Excellence, Product, Engineering, Legal, Compliance, and Communications to implement knowledge management capabilities and improve employee self-service experiences
• Translate business requirements into platform enhancements, workflows, search improvements, virtual agent capabilities, and AI-enabled knowledge solutions
• Establish and monitor operational metrics, including knowledge health, search effectiveness, content quality, self-service resolution, and user satisfaction
• Analyze knowledge performance data, identify opportunities for improvement, and recommend enhancements that increase content effectiveness and usability
• Lead knowledge audits, content rationalization, and migration efforts to improve governance, organization, and overall knowledge quality
• Develop templates, playbooks, and training materials that enable HR content owners to consistently create high-quality, reusable, and AI-ready knowledge
• 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, recommending practical improvements to HR products and services
• Provide subject matter expertise for ServiceNow Knowledge Management and related HR knowledge technologies

What You’ll Bring:

• 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 developing 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 teams to define requirements, prioritize enhancements, and support implementation
• Strong analytical skills with experience 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

• Experience with ServiceNow Knowledge Management or Employee Center is preferred
• Familiarity with HR technology and service delivery environments is preferred

Success Profile:

Success in this role is demonstrated by:

• Improving the quality and consistency of HR knowledge
• Delivering roadmap initiatives that enhance employee self-service
• Increasing search success and knowledge utilization
• Successfully implementing governance and content standards across HR
• Enabling HR content owners through effective tools, templates, and training
• Building strong partnerships that improve digital employee experiences

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• The specific salary offered to a candidate may be influenced by a variety of factors including but not limited to the candidate’s relevant experience, education, and work location. In addition, this position is eligible for 401k and a new hire and annual equity grant. C08+ positions may also be eligible for annual bonus.

We offer different types of insurance and benefits, such as medical/Rx, vision, dental, life, disability, hospital indemnity, critical illness, and accident. We offer parental leave, family services benefits, backup dependent care, flexible spending accounts, telemedicine, pet adoption reimbursement, employee assistance program, and many discounts including 10% off pet insurance and 20% off at Chewy.com. 

Exempt salary team members have unlimited PTO, subject to manager approval. Team members will receive six paid holidays per year. Team members may be eligible for paid sick and family leave in compliance with applicable state and local regulations. 

Chewy is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, gender, citizenship, marital status, religion, age, disability, gender identity, results of genetic testing, veteran status, as well as any other legally-protected characteristic. 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

CAAR@chewy.com

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