Chewy

Manage offsite retail media advertising programs, partner with internal and external teams, and analyze performance data to optimize outcomes. | 7+ years of experience in online advertising systems, familiarity with advertising platforms like Meta, Google, YouTube, and proficiency with Excel and SQL. | Job Description: Our Opportunity: Chewy is looking for a Senior Program Manager to join our Sponsored Ads team to help grow the offsite ads business. The ideal candidate has an entrepreneurial mindset and range of experiences with digital advertising platforms. In this role, you will help grow the Chewy Ads business by expanding our portfolio of offsite channels, implementing new operational processes, facilitating launch sequences, managing partner accounts, and serving as a subject matter expert (SME) for internal teams. You will play a key role in shaping how Chewy partners with leading advertising platforms to drive measurable outcomes for our brand partners. Role is based in Seattle, WA or Boston, MA (hybrid – not fully remote). Reports to the General Manager of Offsite Ads. Occasional travel required (2–3 times per year). What You’ll Do: • Build and manage Chewy’s offsite retail media advertising programs across platforms such as Meta, Google, YouTube, DSPs/SSPs, LiveRamp, and CDPs. • Partner with internal and external teams to launch new channels, design operational workflows, and optimize advertising performance across OLV and CTV. • Act as the primary point of contact for vendor and platform partners, ensuring strong collaboration, accountability, and innovation. • Drive cross-functional program management, working closely with analytics, operations, engineering, and finance to ensure seamless execution and billing accuracy. • Create reporting and communication frameworks to keep stakeholders informed of program status, performance, and opportunities. • Provide subject matter expertise to internal teams, enabling knowledge-sharing and operational excellence. • Analyze performance data and deliver insights that inform strategy, identify opportunities, and resolve challenges. What You’ll Need: • Bachelor’s degree, preferably in an analytical field: STEM, business, economics, accounting, etc. • 7+ years of program management experience in online advertising systems, preferably in retail media • Strong familiarity with advertising systems including Meta, Google, YouTube, LiveRamp, DSPs/SSPs, CDPs, online video (OLV), and connected TV (CTV). • Familiarity with Tableau, Salesforce, and advertising billing systems. • Fluent in Excel for creating reports, analyzing data, and managing projects. • Proficiency with SQL (Snowflake strongly preferred) is a strong plus. • Proven strengths in project management and vendor account management. • Excellent written and verbal communication skills. • Strong analytical problem-solving abilities. • Ability to manage competing priorities and effectively resolve ambiguity. What You’ll Get: • A place where you can be your authentic self and grow your career. Our pet parents and partners are from everywhere--different places and different walks of life. It is what makes them unique. Likewise, Chewtopians are encouraged to bring their perspectives to deliver on our mission! • Work in a culture that cares, with managers who value you and your career journey. Be empowered to think big, thrive on delivering results, and to become your best. • Development of meaningful connections with a diverse group of Chewtopians through Team Member Resource Groups and celebrate inclusivity with various company events, programs, and activities.​​​​​​​ • Comprehensive medical, dental, vision benefits, in addition to wellness programs and resources, enabling you to be your best self in and outside of work. The base salary range for this role is $129,500 - $207,000. • 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. To access Chewy's California CPRA Job Applicant Privacy Policy, please click here.

Manage portfolio planning, coordinate cross-team initiatives, and ensure on-time delivery of customer experience improvements for Chewy’s online pharmacy. | 7+ years in technical program/product management, experience with agile, web and backend technologies, AWS, and ecommerce platforms. | Job Description: Our Opportunity: We are looking for a Senior Technical Program Manager at our Bellevue, Washington office. This role will own the portfolio planning, technical coordination, and delivery support of improvements to the customer experience for Chewy’s online pharmacy business. What You’ll Do: • Own portfolio management for the Pharmacy Customer Experience team across the product development lifecycle, ensuring key deliverables and dates are transparent across product, design, engineering and business stakeholders. • Drive planning mechanisms to maximize impact while also balancing utilization across technical teams. • Partner closely with product management and technical leadership to define delivery plans for complex cross-team initiatives. • Coordinate across multiple Team Members to influence requirements definition and define project achievements in alignment with business needs. • Define priorities for the development team against work back plans tied to desired launch dates to ensure on time delivery of critical enterprise priorities. • Inspect development team’s velocity and delivery metrics, to ensure the team is delivering impactful improvements to the customer experience across multiple strategic objectives. • Partner with engineering leadership to review system build, scalability and monitoring to launch highly available and resilient functionalities for Chewy customers. • Own team member and executive leadership communication to report on project progress identifying risks, launches, and scope changes as well as paths to green for critical issues that are off track. • Mentor and coach engineering team to improve agile practice and establish consistent and well understood velocity and adequate backlog depth. • Participate in production support efforts with a focus on coordinating cross team delivery to resolve customer-facing issues. What You’ll Need: • Bachelor’s degree in computer science, Engineering, Business Administration, Finance, or related field and 7 years of experience. • Will also accept a master’s degree or equivalent experience combined with 5 years of professional background. • Experience must include 5 years with: technical program/product management. • Agile (Scrum Master/Product Owner). • Business requirements analysis, review, and build. • Mobile/web technologies and frameworks such as React, Angular and TypeScript. • Backend technologies such as Java. • CI/CD processes and release management. • AWS technologies including CloudWatch, EC2, SES, SNS. • Experience must also include ecommerce platforms for core shopping and healthcare. • The position is eligible for the Employee Referral Program. The base salary range for this role is $129,500 - $207,000. • 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. To access Chewy's California CPRA Job Applicant Privacy Policy, please click here.

Coordinate freight loading and shipment accuracy, partner with operations and delivery vendors to ensure timely deliveries, audit shipment processes, and document delivery issues. | 1-3 years warehouse/distribution experience with outbound shipment preferred, strong communication and problem-solving skills, ability to work independently and in teams, and physical ability to lift and stand for long periods. | Our Opportunity: Chewy is hiring a Transportation Coordinator for our Fulfillment Center in Houston, TX! We offer competitive benefits, climate-controlled warehouse, leadership development programs with rapid career growth potential, Team Member incentives, and full-time opportunities. This position is critical in ensuring that customer orders ship in a timely manner and damage free. This position is responsible for understanding the freight process and equipment necessary for successful shipments.   What you'll do: • Ensures that freight is loaded accurately in trailers for shipment to customers. • Partner with Operations and local delivery vendors to ensure we are making adjustments to the process to ensure the 100% delivery success. (ie more sweeps) • Familiar with the sorter process and audits packages to ensure that it is working accurately. • Work with Scheduler to ensure delivery vendors are providing trailers on time, pulling on time each and every time. Ensure that trailers in the yard are being prioritized correctly and that nothing is left behind or taken to the wrong facility.  • Act as a SME on the shipment process and partner with Operations on ensuring its success. • Audit the process and document any delivery issues. Work with Operations and transportation to ensure solutions are defined and implemented.   • Perform other duties as assigned.  What you'll need: • 1 to 3 years warehouse / distribution experience; specifically related to outbound shipment experience preferred.  • Strong written, verbal, analytical and problem solving skills. • Ability to efficiently operate both independently and as part of a team. • Effective verbal and written communications skills.. • Microsoft Excel and Outlook experience required.  • Ecommerce background is a plus. • Stand for long periods of time, lift up to 65 lbs. and bend, lift safely and repetitively • Ability to read, comprehend and carry out simple instructions from oral instructions or written correspondence • Good communicator and active listener • Align with all company policies, procedures and safety guidelines • High level of professionalism and strong work ethic • The ability to adjust to sudden changes in customer demands or operational goals • Ability to plan and schedule tasks and handle multiple tasks at once • Follow quality and performance standards • Carry out responsibilities in accordance with the organization’s policies and procedures • Ability to work in a fast paced distribution environment • Must be self-motivated and able to work in a team-oriented environment with an emphasis on total customer satisfaction • Detail oriented and accurate • Ability to focus attention on details • Ability to prioritize, handle and complete projects with tight due dates. 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. To access Chewy's Customer Privacy Policy, please click here. To access Chewy's California CPRA Job Applicant Privacy Policy, please click here.

Lead and develop a regional transportation team, manage carrier performance, ensure operational safety and efficiency, coordinate network and peak capacity planning, and drive continuous process improvements. | 6-8+ years in supply chain or transportation with supervisory experience, strong data analysis skills including Excel, SQL, Tableau, excellent communication and organizational skills, ability to manage cross-functional teams and drive process improvements. | Our Opportunity: Chewy is seeking a highly motivated, passionate, results oriented Associate Director, Field Transportation to join our exciting, fast paced team. Our team is growing and if you are equally passionate about supply chain, e-commerce and career growth, an opportunity at Chewy may be a great match! As an Associate Director of Field Transportation Operations, you will lead a regional team within FC network responsible for the following Transportation initiatives: inspect speed and cost outcomes across our inbound and outbound carrier base, management of parcel carriers, identify and resolve recurring/acute operational disruptions, developing tools to help operations hit performance and safety targets, network planning, peak capacity planning/coordination, ongoing development of Team Members, building strong relationships with cross-functional partners, and ensuring consistency of standard work development and execution to support daily operations. You will be involved in many aspects of building the business and are looking for someone who has the personality, passion, excitement, and drive to succeed! What You'll Do: • Lead, manage and develop a team of Operation Managers and Area Managers for a region of Chewy FCs • Develop and share standard methodologies across the shifts and network and coordinate with technical resources to define and prioritize scalable solutions. • Hold the highest standards for a safe work environment • Operate as an owner and with independence for all transportation operations across all shifts, all FC’s, and all Chewy business units (Retail, Pharmacy, CFS, Frozen) within your region • Provide operational communication updates and define strategic operational needs across key partner groups within the FC, with carriers, and with corporate support teams • Accountable for ensuring resourcing within the region. Ensure that the hiring, training, process implementation, scheduling, and team member performance management meet our operational needs and standards. • Accountable for ensuring that the safety, training, auditing, equipment readiness, and certification of the Switcher Program meet our operational needs and standards. • Accountable for ensuring that any FC specific issues are resolved in a timely manner and meet the needs of cross-functional partners. • Actively develop and promote open lines of communication to maintain and develop positive employee relations, encourage employee involvement in the process, and recognize employees for their accomplishment and ideas • Handle employee questions, concerns, and follow up with the intent to maintain a positive work environment and earn trust • Review, communicate and remediate performance on KPI’s within region and with carrier partners (small parcel and truckload) leading with data to support recommendations • Accountable for ensuring daily and weekly alignment and readiness with carrier partners to support execution. • Accountable for ensuring implementation of network improvements, cross-functional alignment, (peak) planning preparation/execution, clear timelines, and clear success metrics. • Step in as leader to cover all Director responsibilities as required for coverage What You'll Need: • 6-8+ years of Supply Chain/Transportation experience and supervisory experience leading large teams preferably in a logistics, warehouse, or distribution center environment • Position will require travel (35%) • The highest levels of integrity and ethics • BS/BA in Supply Chain, Logistics, Operations, Business Administration or Business Management. • Ability to work a flexible schedule to include nights, weekends, and holidays as business needs dictate • Excellent interpersonal skills, oral and written communication skills, and strong attention to detail • Customer service obsession, with desire to go above and beyond to satisfy customer needs • Detail oriented and possess superior organizational, self-motivation and problem-solving skills. • Ability to collaborate with cross functional stake holders, influence decisions, and recommend/ implement a course of action using data to guide decisions. • Ability to drive process improvement by defining timelines, implementing checks and balances, identifying process steps that can be automated, and developing KPI’s to ensure compliance. • Tenacity pursuing carrier performance issues and strong sense of urgency to correct/improve. • Solid understanding of data analysis including advanced proficiency with Excel, SQL, and Tableau. • Demonstrated ability to work in a start-up environment with high level of ambiguity and change 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. To access Chewy's Customer Privacy Policy, please click here. To access Chewy's California CPRA Job Applicant Privacy Policy, please click here.

Perform warehouse functions including labeling, replenishing, loading/unloading trailers, operating forklifts, and fulfilling customer orders accurately and safely. | Must be 18+, able to adhere to safety guidelines, willing to be trained on PIT equipment, and capable of physical tasks such as lifting up to 70 pounds and walking up to 2 miles per shift. | Now Hiring up to $22.00 / hour We are currently hiring for the following schedules: Full Time Schedules Monday-Thursday Tuesday-Friday Friday-Monday 6:30PM-5:00AM Chewy Fulfillment Center: Recruiting Office 1281 Couchville Pike, Mt. Juliet, TN 37122 Fulfillment Specialist – Full Time Your Opportunity: As a member of our Fulfillment Center and Warehouse Team, you’ll thrive in an inclusive, safety-first work environment that values your individual ideas and perspectives. At Chewy, you’ll be empowered to build, grow, and advance your skills - while contributing to the success of our team. Why you’ll love working here: Across all Chewy roles and locations, you’ll work within an encouraging and collaborative culture, receive competitive pay and wage increases, and make a positive impact on millions of pets and pet parents everywhere. We offer the following benefits for our Team Members: • 20% Chewy.com Discount • Medical, Dental, Vision, FSA and HSA (eligibility on the 1st of the month following date of hire) • Life and Disability Insurance • 401(k) with company matching • Wellness benefits through Wellbeing @Chewy • Employee Assistance Program (EAP) • Paid Time Off: Team Members are eligible to accrue up to 80 hours of PTO their first year • Subsidized child, adult, and pet backup care through Care.com • Discounts on many items through the LifeMart Discount platform • The option to sign up for Payactiv’s Earned Wage Access program and access a portion of the money you’ve already earned, before your regular payday! • Opportunity for wage increases starting after 3-months of service • Referral Bonuses - $500 per referral What you’ll do: We focus on excellent customer service, and we take pride and phenomenal care in every order we fill for our customers – and their fuzzy family members. Fulfillment Specialists perform a wide range of warehouse functions, including: • Labeling, replenishing, box making, loading/unloading trailers, moving stowed product to various locations using a Forklift, etc. • Fulfilling and coordinating orders to ensure customer delivery process is efficient and accurate. • Crafting accurate shipping documentation for domestic shipments. • Safely and efficiently operating Powered Industrial Trucks (PIT) and material handling equipment, to receive or transport product to storage and staging locations. What you’ll need: • Must be at least 18 years old. • Understand and adhere to our safety guidelines and procedures. • Willing to be trained on PIT equipment—e.g., Movexx/Amigo, Walkie Stacker, Double Walkie Rider, etc. Physical job requirements: • Walk up to 2 miles per shift. • Frequently lift up to 50 pounds. • Frequently lift up to 70 pounds using an optional team lift. • Rarely lift greater than 70+ pounds using a team lift. • Stand, push, pull, carry, squat, and kneel. • Climb up and down stairs (where applicable). We offer different types of insurance, 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. Non-exempt hourly team members accrue paid time off (PTO) while salaried-exempt team members have unlimited PTO, subject to manager approval. Non-exempt hourly team members in Fulfillment Centers and Customer Service are also eligible for additional unplanned unpaid time off (UTO). 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. 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, please contact CAAR@chewy.com. Chewy is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members. 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. If you have a question regarding your application, please contact HR@chewy.com. To access Chewy's Customer Privacy Policy, please click here. To access Chewy's California CPRA Job Applicant Privacy Policy, please click here. 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. To access Chewy's Customer Privacy Policy, please click here. To access Chewy's California CPRA Job Applicant Privacy Policy, please click here.

Lead change control processes, prioritize and assess change requests, manage stakeholder communications, and monitor performance metrics to drive strategic initiatives in Customer Care. | Bachelor’s degree with minimum 7 years in strategic planning and change management within customer service or e-commerce, strong understanding of change management and risk mitigation methodologies. | Our Opportunity: Are you ready to take the helm and orchestrate the evolution of Chewy's Customer Care (CC) organization? We're on the lookout for a dynamic, results-oriented Senior Program Manager who thrives in driving impactful change initiatives! In this pivotal role, you'll be instrumental in shaping the trajectory of our CC operations, ensuring seamless adaptation to evolving priorities while maintaining operational excellence. As the conductor of change, you'll lead the charge in setting strategic direction and defining the structural framework necessary for the organization amidst continuous progress. Your adeptness in navigating situations and building robust partnerships with senior stakeholders will be paramount as you prioritize initiatives aimed at aligning strategies with overarching business goals and objectives. At the heart of your responsibilities lies the management of our change control processes, ensuring that all transitions are managed efficiently and effectively. You'll be at the forefront of crafting and refining our project intake procedures, guaranteeing that resources are allocated judiciously to initiatives that drive strategic impact and align with company goals. This is more than just a role, it's a platform for driving meaningful change and leaving a lasting imprint on Chewy's roadmap. If you're someone who relishes the opportunity to make a strategic impact, build influential partnerships, and steer the course towards success, then this is the role for you. The ideal candidate excels at both Thinking Big and Operating at Depth, demonstrating exemplary skills utilizing data to drive decisions, partnering with business stakeholders to drive prioritization, and turning analyses into action. Strong written and verbal communication skills are required as this role will interface directly with executive leadership and own prioritization of program initiatives across CC. A successful Sr. program manager has a passion for simplifying complex processes, ability to influence senior executives and has proven results in delivering and managing large scale programs. The leader should have experience with business strategy, operations, and building high-performing organizations. The role provides broad exposure to strategy, operations, and leaders and will be an entrepreneurial, career-defining role. What you’ll do: Customer Care Intake Oversight: • Receive, review, and prioritize change requests from various stakeholders. • Verify the completeness and accuracy of change requests, ensuring all necessary information is provided. • Conduct thorough impact assessments to evaluate and size the effects of proposed changes. • Analyze potential risks, benefits, and dependencies associated with each change. • Collaborate with relevant stakeholders to understand implications and gather input. • Schedule and facilitate change review meetings, providing updates and soliciting feedback. • Communicate change objectives, plans, and progress updates to stakeholders at all levels. • Address concerns, questions, and resistance from impacted parties. • Establish clear communication protocols for project intake, keeping stakeholders informed throughout the process, from initial submission to final decisions. • Proactively manage stakeholder expectations, providing timely updates and clear justifications for project selections or deferrals. • Track key metrics related to project intake, such as project volume, approval rates, time to decision, and resource allocation efficiency. • Foster a culture of transparency and collaboration to gain buy-in for proposed changes. Change Management Leadership: • Develop and maintain change management policies, procedures, and guidelines. • Own the change control process, making timely and efficient decisions to support company and departmental goals with minimal disruption. • Rigorously assess project proposals, considering strategic fit, feasibility, potential impact, and resource requirements. • Influence scope, phases, approach with external CS partners to get the optimal benefit with minimum effort. • Proactively identify and mitigate potential risks associated with changes. • Champion a culture of continuous improvement, fostering team collaboration and knowledge sharing. • Oversee the implementation of approved changes, monitoring progress, identifying, and addressing any issues that arise. • Track and report on the effectiveness of the change control process, soliciting recommendations for improvement and driving continuous improvement. Performance Monitoring: • Establish key performance indicators (KPIs) aligned with strategic goals and track progress through regular reporting. • Analyze data to identify areas for improvement and recommend operational adjustments. • Present performance insights to leadership, driving data-driven decision-making. What you’ll need: Education: • Bachelor’s degree in a related field preferred (Technical, Business, Management). • Minimum 7 years of experience in strategic planning and change management, preferably within a customer service or e-commerce environment. • A solid understanding of change management principles, methodologies, and best practices is essential. • Strong understanding of risk management principles and mitigation strategies. • Experience with change management methodologies (e.g., Prosci ADKAR, Kotter 8-Step) a plus. 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. To access Chewy's Customer Privacy Policy, please click here. To access Chewy's California CPRA Job Applicant Privacy Policy, please click here.

Lead and develop workforce management teams, design and monitor workforce programs, drive process improvements, and provide data-driven insights to optimize contact center operations. | 5+ years workforce management experience with 3+ years leadership in contact centers, expertise in workforce management tools (Kronos/UKG, NICE, Genesys), strong analytical and communication skills, and ability to work flexible schedules. | Our Opportunity: Chewy is seeking a Manager of Workforce Analytics to lead the development, execution, and optimization of key customer care programs within our contact centers. In this role, you’ll drive team performance in real time, develop scalable programs, and improve operational efficiency through thoughtful workforce management. As a people-first leader, you will mentor and support a diverse team of frontline managers and non-exempt staff, fostering an environment where everyone can thrive. You’ll ensure that tactical programs align with business goals while delivering an exceptional, customer-first and employee-first experience! We are looking for someone who is both a strategic problem solver and an inclusive leader, someone who builds programs, embraces change, and continuously improves how we serve our customers and support our teams. What You'll Do: • Develop, Implement, and Monitor Workforce Management Programs: Design, implement, and monitor high-impact real-time workforce management programs that drive performance, operational efficiency, and customer satisfaction. Build scalable, repeatable processes that can adapt to changing business needs. Take full ownership of tactical workforce management programs, ensuring their successful execution and continuous improvement. • Lead and Develop Workforce Management Teams: Build and lead a team of high-performing workforce management managers and staff. Provide mentorship, coaching, and professional development to enhance leadership skills, champion a culture of continuous improvement, and maintain accountability while balancing the employee experience. • Drive Innovation and Process Improvement: Find opportunities for innovation and process improvements. Make data-driven recommendations to enhance workforce management and operational effectiveness. Conduct deep dives into data to uncover underlying issues affecting operations and understand the ripple effects of operational decisions on service levels. • Collaborator Communication and Alignment: Serve as the primary point of contact between senior leadership, operational teams, and other collaborators. Maintain strong relationships to ensure alignment on goals, priorities, and performance expectations. Facilitate regular communication on operational status, challenges, and successes. • Workforce Analytics and Planning: Establish analytical tools to track trends and predict future workforce needs. Use data insights to anticipate potential impacts, drive program improvements, and make proactive adjustments. Run "what-if" scenarios to assess the impact of changes in staffing, shifts, or processes. • Cross-Functional Collaboration: Partner with HR, IT, and Training departments to ensure that workforce management strategies, training programs, and system enhancements align with and support the success of contact center operations. • Reporting and Data Insights: Regularly build and deliver reports on critical metrics, workforce performance, and program outcomes to senior leadership. Use data analysis to provide actionable insights and recommend improvements to enhance workforce management and operational efficiency. • Process Optimization and Performance Improvement: Lead efforts to optimize processes and improve performance. Analyze trends and customer feedback to find opportunities for improvement and collaborate with teams to implement solutions. Ensure smooth transitions during changes and align efforts with broader business goals. • Promote Chewy’s Operating Principles: Embody and promote Chewy’s Operating Principles, ensuring their spirit is reflected throughout the organization. • Additional Responsibilities: Take on other workforce management-related tasks and projects as needed. What You'll Need: • 5+ years of workforce management experience, with at least 3 years in a leadership role leading managers and teams in a sophisticated, high-demand customer-first environment. • Deep understanding of contact center operations, workforce management tools (e.g., Kronos/UKG, NICE, Genesys), and key performance metrics. Expertise in using the tools for running customer care programs and driving operational improvements. • Strong leadership skills, with a consistent track record of developing teams, driving performance, and leading continuous improvement initiatives. • Strong verbal and written communication skills, capable of effectively engaging and influencing collaborators across the organization. • Show analytical and problem-solving abilities to drive data-informed decisions, optimizing contact center performance through activities such as forecasting, trend analysis, regression analysis, and statistical evaluation. • Skilled in data management, integrating data from Tableau, advanced Excel, and Smartsheet to create impactful visualizations and reports. • Confirmed ability to work cross-functionally and collaborate with teams across departments to achieve business goals. • Experience with structured methodologies (e.g., the 5 Whys, Lean, Six Sigma, or Fishbone Diagram) or similar continuous improvement methodology is a plus. • Ability to work a flexible schedule to support a 24/7 contact center operation. • Occasional travel may be required. 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. To access Chewy's Customer Privacy Policy, please click here. To access Chewy's California CPRA Job Applicant Privacy Policy, please click here.

Lead strategic initiatives to improve customer care operations by managing cross-functional projects, driving alignment, and delivering scalable process improvements. | Bachelor's degree, Six Sigma Black Belt preferred, experience managing technical or data-driven projects, strong analytical and communication skills, and ability to influence senior leadership. | Our Opportunity: The Senior Program Manager, Customer Care (CC) Programs leads strategic initiatives that improve how our teams work and how we serve customers. In this role, you’ll own a value stream, drive cross-functional alignment, and help simplify complex processes to improve both the team member and customer experience. You’ll collaborate with senior leaders across Chewy to deliver scalable solutions, optimize workflows, and influence how we operate. This role is ideal for someone who enjoys solving big, complex problems while staying connected to the day-to-day experience of the people doing the work. Passionate about continuous improvement and operational excellence? Join us to **craft** Chewy's Customer Care future! What you’ll do • Partner directly with senior leadership to influence, prioritize, and deliver initiatives across your value stream. • Program manage cross-functional initiatives, ensuring alignment, ownership, and timely delivery. • Lead recurring business reviews to showcase progress, surface risks, and share insights using data to represent your value stream’s performance. • Establish critical metrics and operational targets, building roadmaps that provide accountability and clearly measure success. • Apply subject matter expertise and operational insights to influence decision-making, improve collaboration, and align to shared goals. • Establish credibility as a trusted partner by providing valuable insights and data-driven recommendations that support continuous improvement. • Collaborate with engineering and operations teams to identify process bottlenecks and implement data-informed solutions that drive efficiency. • Champion a Lean approach, mentoring others and modeling a culture of continuous improvement. • Partner with technical teams to ensure Customer Care readiness for Product Launches • Design and implement inspection mechanisms, automation, and reporting tools that support long-term scalability and self-service capabilities. • Build and maintain mechanisms for ongoing inspection and health of the processes within your value stream. • Think creatively and strategically to develop scalable solutions that align with Chewy’s growth, while maintaining a strong focus on internal customer experience, operational safety, and cost-effectiveness. What you’ll need • Bachelor’s degree in a related field (e.g., Technical, Business, Operations, or Management); advanced degree or certifications a plus. • Six Sigma Black Belt certification preferred. • Experience managing technical or data-driven projects involving cross-functional coordination. • Proven track record of delivering large-scale initiatives within tight timelines and shifting priorities. • Outstanding written and verbal communication skills, with the ability to synthesize data into actionable insights and executive-ready narratives. • Strong analytical and problem-solving capabilities, including statistical analysis and root cause identification. • Excellent program and project management skills, with a focus on clarity, ownership, and follow-through. • Demonstrated ability to lead change through influence, build consensus across stakeholders, and deliver results. • Confidence in communicating at all levels of the organization—from engineers to senior executives. 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. To access Chewy's Customer Privacy Policy, please click here. To access Chewy's California CPRA Job Applicant Privacy Policy, please click here.

Lead and develop a large customer service team, manage operational metrics, drive employee engagement, and collaborate cross-functionally to improve service and compliance. | Requires 5+ years in contact center or healthcare/pharmacy services management, strong coaching skills, proficiency in MS Office, and flexibility with scheduling. | • Our Opportunity: Chewy is looking for a highly motivated, goal-oriented and engaged Operations Manager to join our Pharmacy Healthcare Customer Service Operations team! This position will report to the Senior Manager Healthcare Customer Service. The right person will be a natural people leader, responsible for building engaging teams and improving operational efficiency. This person should be a dynamic, goal-oriented leader who challenges and inspires other leaders within their organization to excel. A customer-first mentality is crucial for this role. What You’ll Do: • Lead a total team size of 45-85 frontline team members and 3-5 Salaried Team Managers/Team Leads. • Coach, develop, and performance manage floor leadership and agents to deliver an exceptional customer experience and consistent KPI results. • Use operational reports to make data-driven decisions around performance management, coaching, career pathing and development of the Customer Service Representative and leaders on your team. • Conduct team meetings and huddles to communicate critical business updates and drive team member understanding, engagement and timely execution of initiatives; Promote an engaging agent experience through other leaders. • Collaborate with other managers to establish and build SOPs for existing processes and procedures. • Participate and own the talent review process for all leaders on your team. • Develop bench strength for Customer Service through effective coaching, feedback and development plans for your leaders by carrying out regular performance reviews and ensuring feedback is provided regularly to all levels of employees to ensure a highly engaged workforce. • Lead change management for your team. • Delivery of service level, coaching, budget (overtime, handle time, etc.) and other key metrics • Utilize data to guide floor leadership in identifying behaviors leading to performance gaps. Develop action plans to address behaviors and improve metrics. • Ensure Attendance and Adherence expectations are met and ensure compliance with all company policies. • Effectively connect with senior leadership from other organizations to align resources and priorities so that all teams achieve annual savings targets. • Maintain and implement new leadership onboarding initiatives to enhance the career path experience. • Directly partner with WFM planning teams to deliver around-the-clock support including strategizing around O/U, scheduling, Service Level and Overtime • Utilize data to guide floor leadership in identifying key behaviors and emerging trends leading to process, performance and knowledge gaps leading to partnership with L&D teams to formulate Back to Basics topics. • Act as the STO (Single Threaded Owner) for an assigned pivotal initiative driving employee engagement or operational excellence. Supervise the initiative, delegate tasks as needed, meet established timelines, and regularly present status updates to Director level during operational review settings. • Partnering with Senior Leadership on the creation and execution of the Quarterly strategic vision for their department • Collaborates on decision-making processes and completes change management for your team. • Maintain active Rx license and adherence to regulation and performance standards accordingly. • Leading a cross functional partnership with the Quality Assurance team for the resolution of customer issues and on Root Cause Analysis for licensed Rx contacts. Additionally, conducting outbound interactions and journey maps for escalated customers for RxCS improvements • Leading a cross functional partnership with the Compliance and Legal department to root cause and solve all issues related to licensed Rx contact handling. • Leading a cross functional partnership with Healthcare business teams, Healthcare Product Stakeholders, PIC, Vet Services, Legal and Compliance to analyze, correct and address customer feedback regarding Rx products, Storefront , promotions and various Chewy advertising. • Lead a cross functional partnership with Recruiting to build hiring profile, actively recruit, interview, and select high performing candidates for agent and leadership roles • Maintain project management portfolio in partnership with continuous improvement (CI) program management and actively complete operational process improvement projects • Completes operational and program management update inputs into CS WBR What You’ll Need: • 5+ years of multi-channel contact center management experience or Healthcare/Pharmacy Services experience or equivalent comparable experience • Must be comfortable adapting to rapidly shifting goals, and willing to ‘roll up your sleeves’ to address a variety of challenges • Tried coaching skills that can impact both front-line agents and leadership • BS/BA degree or equivalent experience (i.e. 5+ years industry experience in lieu of degree) • Strong computer and internet proficiency in a technology-driven environment • Proficiency in MS Office suite (Excel is a must) • Outstanding oral and written communication skills, and comfortability and ease in communicating information to a group • Candidate must be flexible with scheduling as the position could include evenings, weekends and some holidays • Position may require travel • Chewy is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members. If you have a disability under the Americans with Disabilities Act or similar law, or you require a religious accommodation, and you wish to discuss potential accommodations related to applying for employment at Chewy, please contact HR@Chewy.com. To access Chewy’s Privacy Policy, which contains information regarding information collected from job applicants and how we use it, please click here: https://www.chewy.com/app/content/privacy). 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. To access Chewy's Customer Privacy Policy, please click here. To access Chewy's California CPRA Job Applicant Privacy Policy, please click here.

Plan, coordinate, and direct projects to improve pharmacy fulfillment center operations and technology integration, applying LEAN and DMAIC methodologies. | Bachelor's degree, 5+ years technical project management experience, 2+ years managing process changes, knowledge of warehouse operations and WMS, strong analytics and communication skills. | The Overview: As a Project Manager for Pharmacy Operations, you will be focused on supporting and building new fulfilment center technology and operational efficiency projects. You should have a functional understanding of ecommerce fulfillment operations and warehouse management systems in order to help bridge the gap between process and system design. This role will flex into analytics and industrial engineering projects, working with cross-functional teams at a fast pace to deliver results. Our Pharmacy Operations Project Managers plan, coordinate, and direct internal teams to accomplish projects that move FC operations forward. This individual will be able to work under aggressive timelines and deliver high impact projects in addition to those defined by the business to accelerate our growth. The project manager will be able to partner with operations teams and technical teams and bridge gaps between the processes. They are executors who both implement and define standard work, they are prone to action, and can prioritize getting the right things done that make an impact. They will be able to define scope of work and project timelines and avoid scope creep ensuring completion on time and within budget. This individual is also a central point of communication to all partners and an extremely effective communicator; highly organized with an understanding of all aspects of a project with solid project management skills. Responsibilities include: Able to develop Project opportunities and work with operations to define need and potential return on investment. Ability to understand and become a subject matter expert on the warehouse management system and drive projects within a high technical area to improve the integration of system and process. Ability to demonstrate DMAIC and LEAN methodologies to assess gaps in our processes caused by systems. Prepares, publishes, distributes and maintains a project schedule with landmarks for all cross-functional partners Support physical infrastructure projects such as capacity and racking projects, cart design, employee productivity efforts, and warehouse design. Monitors project progress, incorporates resolutions to potential project delays and communicates project status to leadership on a timely basis Ensures smooth and consistent communication and exchanges of data between operations and internal customers Oversees UAT testing and rollout of new software to sites of responsibility. Develops scoping documents and project proposals. Ability to flex into industrial engineering projects as required Monitors fulfillment of contract requirements to ensure quality and timeliness of services/deliverables Develop metrics and reporting systems as required to facilitate process health and improvements. Travel is required and depending on the current project assignment(s) could range from 0%-30%. Job Requirements: Bachelor’s degree or equivalent experience in Industrial Engineering or other Engineering subject area preferred 5+ years technical experience with project management 2+ years’ experience functional experience in implementing process changes and managing large complex projects. Must have experience and knowledge of warehouse operations and WMS. Strong analytics and communications background (e.g., math, statistics, quantitative methods, and verbal and writing proficiency) DMAIC or LEAN experience and history of running projects that demonstrate these methodologies. Comprehensive computer application skills – Office, Project, CAD, SQL, Tableau Cross functional team management experience Perform business requirements analysis and design Perform gap analysis between physical processes and future operations needs and the have the ability to vet project requests and prioritize them accordingly Build structured prioritization and change management processes. Identify and recommend operations improvement opportunities to meet ever growing business requirements. 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. To access Chewy's Customer Privacy Policy, please click here. To access Chewy's California CPRA Job Applicant Privacy Policy, please click here.

Lead daily operations and performance across multiple veterinary clinics, mentor clinic teams, manage budgets, and drive operational excellence. | 6+ years leadership in multi-site operations, strong communication, people-first leadership, budget ownership, and willingness to relocate and travel extensively. | District Operations Manager – Chewy Vet CareLocation: Texas (Relocation Required) Travel: Up to 75% (Dallas, Houston, and Austin) At Chewy, we're on a mission to be the most trusted and convenient destination for pet parents and partners. Pets are family, and so are the people who care for them. Our Chewy Health team is redefining how pet parents and veterinary professionals collaborate to keep pets happy and healthy. We’re looking for a District Operations Manager to join our growing Chewy Vet Care team. In this role, you’ll be a hands-on leader focused on delivering a seamless client experience across veterinary practices in a local region. You’ll build and support clinic teams, drive operational excellence, and ensure that each visit meets our high standards for care and service. You’ll report to the Associate Director, Regional Operations and play a key role in scaling a high-performing, people-first operations model. If you’re passionate about leadership, love working with diverse teams, and want to shape the future of pet healthcare, we’d love to hear from you. What You'll Do• Lead daily operations across a group of veterinary practices in your assigned region. • Build and implement repeatable processes that support excellent client care and strong team performance. • Mentor and develop clinic managers, veterinary technicians, and support staff. • Support hiring and onboarding of clinic staff in partnership with recruiting teams. • Deliver a consistent, on-brand experience across all locations, ensuring practices are welcoming and well-maintained. • Handle clinic-level performance to achieve goals in revenue, quality, and client satisfaction. • Use data to supervise key performance indicators and implement improvements. • Optimize inventory and supply chain processes to ensure product availability. • Champion a culture of collaboration, learning, and continuous improvement. • Build a positive and inclusive work environment that supports employee engagement and growth. What You'll Need• Bachelor’s degree or equivalent experience in Business, Finance, Operations, Engineering, or a related field—or 6+ years of leadership experience in multi-site operations. • Proven experience leading multiple locations in healthcare, retail, or service environments. • A track record of driving business results while leading diverse, distributed teams. • Experience owning budgets, setting targets, and managing P&L performance. • Strong communication skills and a hands-on, people-first leadership style. • Comfort navigating change and leading through ambiguity in a fast-growing company. • Willingness to relocate to Texas and travel regularly within the region(Dallas, Austin, and Houston). Nice to Have• MBA or advanced degree. • Experience in veterinary or human healthcare operations. • Familiarity with trends and challenges in the pet care industry. • A personal passion for pets and their well-being. Why You’ll Love Working Here• Make a real impact by helping pets and pet parents across the country. • Join a passionate company where innovation and compassion go hand in hand. • Be part of a collaborative, caring, and supportive team that values your growth. • Enjoy the opportunity to shape a new kind of veterinary experience from the ground up. Chewy is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members. If you have a disability under the Americans with Disabilities Act or similar law, or you require a religious accommodation, and you wish to discuss potential accommodations related to applying for employment at our company, please contact HR@Chewy.com. To access Chewy’s Privacy Policy, which contains information regarding information collected from job applicants and how we use it, please click here: Chewy Privacy Policy. 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. To access Chewy's Customer Privacy Policy, please click here. To access Chewy's California CPRA Job Applicant Privacy Policy, please click here.