International Health Certificate Project Specialist (Veterinary Technician)

Our Opportunity: Chewy is looking for an International Health Certificate (IHC) Program Specialist to join our Healthcare Team fulltime. Come join our growing organization and be a part of revolutionizing the virtual care industry! Join a team that cares deeply about improving pet health compliance and providing best in class customer service for both the pet parent and veterinary community. In this role, you will serve as a key operational and clinical resource for Chewy's International Health Certificate program. The IHC Program Specialist will take strong ownership of day-to-day program execution, case progression, quality, and issue resolution while partnering closely with veterinary professionals and cross functional teams to deliver an accurate, efficient, and customer-focused experience. This role requires a high degree of ownership, accountability, independent decision-making, and leadership within the program.

Serve as a subject matter expert and day-to-day operational resource for Chewy's International Health Certificate program. Take ownership of IHC case progression, helping ensure cases move efficiently through required steps and identifying barriers that may impact successful completion. Review domestic and international pet travel requirements, including country- and destination-specific requirements related to vaccinations, diagnostic testing, parasite treatments, microchips, documentation, timelines, endorsements, and other applicable requirements. Review pet medical records and travel documentation for completeness and alignment with applicable destination requirements. Identify discrepancies, missing information, timeline concerns, or other potential barriers to successful completion of an International Health Certificate and escalate appropriately. Research complex or changing pet travel requirements using approved regulatory and internal resources and help translate requirements into actionable next steps. Provide support and guidance to veterinary professionals completing International Health Certificates, including assistance with complex cases, documentation questions, and regulatory requirements. Monitor IHC workflows, case status, and operational trends to identify risks, recurring barriers, and opportunities for improvement. Maintain strong accountability for assigned cases and program responsibilities, proactively following through on open items and ensuring appropriate handoffs and escalation when needed. Partner closely with Veterinary Services, Veterinary Operations, veterinarians, and other cross-functional teams to support consistent and sustainable IHC program operations. Support the development, maintenance, and continuous improvement of IHC workflows, SOPs, reference materials, and internal knowledge resources. Identify opportunities to improve program efficiency, accuracy, scalability, and the pet parent experience. Support quality assurance efforts by identifying process gaps, documentation concerns, and trends that may create risk to successful certificate completion. Help evaluate and support new tools, technology, and process improvements designed to simplify and scale the International Health Certificate experience. Research and problem-solve complex cases to determine appropriate solutions for pet parents and veterinary partners and follow up as needed to support resolution. Participate in self-development courses and Chewy-required compliance training. Perform additional operational and program responsibilities as assigned.

Active Veterinary Technician License/Certification (CVT, LVT, or RVT) in good standing. A Veterinary Technology associate or bachelor's degree from a NAVTA and/or AVMA-CVTEA accredited program, or equivalent, is required. 2+ years of hands-on experience supporting DVMs with International Health Certificates (IHCs) is required. 3+ years of small animal veterinary experience or equivalent industry experience.