Our Opportunity: 

Chewy’s mission is to be the most trusted and convenient destination for pet parents and partners everywhere. We consider pets (and their human companions) as part of our family, and we are dedicated to satisfying their requirements and surpassing customer expectations in every encounter. Within Chewy, the Chewy Health team is focused on redefining how vets and pet parents care for their pets and are on a multi-year journey to reinvent the experience of working with your veterinarian to keep your pets happy and healthy. 

As part of this mission, Chewy Vet Care is hiring a Program Manager to help us scale a connected, seamless omnichannel customer experience for clients of our Chewy Vet Care practices. This leader will be charged with building a world class field support experience that delivers the best client experience in the industry, efficient & scalable processes, and enabling our field teams to achieve our revenue, profitability, quality, customer experience and employee engagement goals.

Our ideal candidate is an experienced operator with strong background in Operations, Customer Service, Quality, Program Management and backend technology workflows. The CVC Program Manager will serve as the intermediary between physical field operations and collaborators in Logistics, Regulatory Affairs, and Category, as well as Launch, L&D, Marketing, Product, and Technology teams. This person will understand Field teams' needs, align corporate support teams for improvement, and minimize practice team disruptions.

What You’ll Do: 

• Collaborate across departments including Medical, HR, Operations and Support (Supply Chain, Compliance, Category, Launch, L&D, Marketing, Product and Technology, etc.) to coordinate projects and determine priorities based on their field impact.
• Balance multiple competing projects and priorities cross-functionally to drive high impact process and program delivery while minimizing disruption to field operations.
• Lead and maintain our sales and service strategy, ensuring team reflects Chewy brand and customer culture.
• Set, manage, and track cross-functional program execution with Support teams to ensure final product is vetted for bugs, process flow, training material, execution plan and success measures.
• Understand business drivers and create opportunities to optimize them, with a strong focus on improving, volume/throughput, service mix and cost-to-serve through local/store level levers and driving chain-wide initiatives.
• Lead all aspects of metrics for excellence, client happiness, and staff happiness; Develop processes to assess performance and encourage ongoing improvements.
• Partner with field leaders across Medical and Operations to establish prioritization needs on the practice level and deliver scoping to support teams.
• Previous experience in program management for a multi-site organization; including benchmark development, program development, compliance and operational execution, and process improvement
• Ability to be self-directed with minimal oversight and bring up when necessary

What You’ll Need: 

• BA/BS degree in Finance, Business, Engineering, Supply Chain or equivalent experience
• 10+ years of multi-site leadership experience in fast-growth retail, healthcare, veterinary or services businesses.
• Develop and implement improved systems, resources, and processes, saving the company significant money while improving employee experience.
• Develop and implement business strategies to align operational objectives and company goals.
• Strong comprehensive business insight and the readiness to move quickly; show ability to lead through a rapid brick and mortar rollout.
• Superior sense of ownership paired with a high-quality bar and an unshakable growth mindset.
• Demonstrated success in building a culture of experimentation, learning, and innovation.
• Up to 50% travel required must be willing to spend time in the field visiting and supporting clinic staff and regional leadership.

Bonus if you: 

• MBA or equivalent experience
• Solid grasp of the general pet care sector and current trends
• In depth experience and understanding of the veterinary profession in the US

Apply today!