Program Manager - Change Management

Location: Boston, MA or Bellevue, WA Hybrid: 3 days per week in office Our Opportunity: Chewy’s mission is to be the most trusted and convenient online destination for pet parents and partners everywhere. We view pets (and pet parents) as family and are obsessed with meeting their needs and exceeding customer expectations through every interaction. Within Chewy, the Chewy Health team is focused on redefining how veterinarians and pet parents care for their pets and are on a multi-year journey to build a set of new pet parent and veterinarian facing services, delivered via our PracticeHub platform, making it easier to keep pets of all shapes and sizes leading healthy, happy lives. As part of this mission, Chewy Health is currently seeking an experienced individual to fill our Program Manager, Change Management position, joining our PracticeHub team based in Bellevue, WA, or Boston, MA. The candidate we are looking for will lead the people, process, and adoption strategies required to successfully implement cross-functional business, product, and operational changes. This role will own change-management workstreams from initial assessment through launch and stabilization. The Program Manager will partner across Program, Product, Pharmacy Operations, Engineering, Legal, Analytics, and other functional teams to ensure affected stakeholders understand upcoming changes, are prepared to operate differently, and successfully adopt new capabilities. The ideal candidate combines disciplined program management with a strong understanding of organizational change. They can independently manage complex work, build trusted stakeholder relationships, translate business objectives into actionable change strategies, and use data and feedback to improve adoption. What You’ll Do: Change Strategy and Planning Develop and execute change-management strategies for product launches, process improvements, business transformations, and other cross-functional initiatives. Conduct change-impact and readiness assessments to identify affected audiences, operational impacts, risks, capability gaps, and adoption needs. Create integrated change plans covering stakeholder engagement, communications, training, operational readiness, launch support, and reinforcement. Define the scope, milestones, deliverables, dependencies, owners, and success measures for each change-management workstream. Manage a roadmap of change initiatives within the broader Program Management portfolio, balancing competing priorities and stakeholder needs. Stakeholder Engagement and Communications Own relationships with business leaders, frontline teams, Product, Operations, Training, Communications, and other change partners. Translate business objectives and stakeholder feedback into clear change-management decisions and actions. Develop stakeholder maps, engagement strategies, leadership talking points, FAQs, launch communications, and manager toolkits. Tailor messaging to different audiences, ensuring stakeholders understand what is changing, why it matters, when it will occur, and what actions they need to take. Facilitate alignment sessions, readiness reviews, feedback forums, and other change-related working sessions. Proactively identify resistance, confusion, or misalignment and develop targeted interventions. Program Delivery and Governance Lead change workstreams from intake and planning through implementation, stabilization, and closure. Maintain integrated plans, decision logs, risk and issue registers, status reporting, and executive-level updates. Coordinate dependencies across multiple functions and ensure change activities are incorporated into the broader program plan. Establish clear roles, decision rights, escalation paths, and readiness criteria. Surface risks early, develop mitigation strategies, and drive cross-functional resolution of issues that could affect readiness or adoption. Partner with program and operational leaders to establish