Associate Director, Program Management

Our Opportunity: Chewy is looking for an Associate Director, Program Management (Healthcare) to join our Customer Care team in Bellevue, WA. This role will lead Healthcare Programs across Rx, Vet Diet, Chewy Vet Care (CVC), and CarePlus, supporting one of Chewy’s fastest-growing and most strategically important businesses. Healthcare plays a critical role in customer trust, retention, and cost structure. We are seeking a leader who can partner across Chewy to improve the healthcare customer experience, translating insights into scalable, cross-functional programs that strengthen outcomes while responsibly reducing contact costs. In this role, you will lead a team of Program Managers and drive enterprise alignment and execution across Customer Service functional areas—including Contact Center Operations, Learning & Development, Product & Tech, and Human Resources—to develop roadmaps and deliverables that enable a best-in-class customer experience. The ideal candidate is an experienced leader with a track record of driving programs in regulated or multi-stakeholder environments. The right individual will bring strong program management discipline, executive presence, a high sense of urgency, and the ability to advocate for the customer when experience is at risk.

Lead Healthcare program management efforts across Rx, Vet Diet, Chewy Vet Care, and CarePlus Partner with Business, Product, Operations, and Customer Care leaders to improve key outcomes such as Contact Rate, Cost, and retention Translate customer journey insights into prioritized, scalable cross-functional initiatives Deliver measurable improvements across Healthcare KPIs Collaborate with Customer Service leaders across Operations, Training, Technology, HR, and other functions to ensure alignment on deliverables and timelines Lead the identification and implementation of program management processes and governance mechanisms to support Healthcare initiatives Track key milestones and manage detailed program plans to drive execution, accountability, and Customer Service readiness Communicate program status updates to Customer Care leadership and Healthcare stakeholders Identify areas of risk for poor customer experience and partner with business owners to address and remediate prior to launch Manage interdependencies across Healthcare initiatives to ensure risks and impacts are proactively surfaced Foster collaboration, strategic alignment, and integrated planning across senior stakeholders What You'll Need: Bachelor’s degree in Business Administration, Finance, Operations Management or a related quantitative degree 7+ years of experience in project/program management Ability to engage a cross-functional team towards a desired outcome and to build strong business relationships at all levels and effectively communicate across functional teams PMP or Six Sigma certified Strong change management skills Excellent written and verbal communication Strong leadership, problem solving and analytical skills Ability to perform well with time-sensitive tasks Must have excellent presentation skills including use of common tools such as Microsoft Word, Excel, and PowerPoint (advance level) Position may require travel The base salary range for this role is $149,000 - $245,000.00. 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