Associate Director, Program Management

Chewy; Bellevue (WA); On-site; USD 149,000 - 245,000; Full time

Benefits offered by this job

Medical/Rx insurance

Vision insurance

Dental insurance

Life insurance

Disability insurance

Hospital indemnity

Critical illness insurance

Vacation/paid time off

Job summary

Chewy in Bellevue, WA, seeks an Associate Director of Program Management (Healthcare) to lead healthcare programs across Rx, Vet Diet, Chewy Vet Care, and CarePlus. You will partner with Business, Product, Operations, and Customer Care to drive outcomes and optimize costs, while guiding a team of program managers and aligning multiple stakeholders to a shared roadmap.

The role requires a seasoned leader with experience in regulated or multi-stakeholder environments, strong program management

Qualifications

• 7+ years of experience in project/program management
• Ability to engage a cross-functional team and communicate across functional teams
• PMP or Six Sigma certified
• Strong leadership, problem solving and analytical skills
• Excellent presentation skills with Microsoft Word, Excel, and PowerPoint

Responsibilities

• 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

Skills

Cross-functional leadership

Program management

Change management

Communication

Leadership

Analytical skills

Travel readiness

Education

Bachelor’s degree in Business Administration, Finance, Operations Management or related quantitative degree

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Job description

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.

Job Description

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.

What You'll Do

• 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 skillsExcellent 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 including 10% off pet insurance and 20% off at Chewy.com.
• Unlimited PTO (subject to manager approval)
• Six paid holidays per year
• 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 [e-mail].

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