Our Opportunity:
Chewy is seeking a Associate Director, Head of Healthcare, Content, and Services Merchandising to lead the merchandising vision, strategy, and execution for three of our most critical and rapidly growing areas: Healthcare (Rx and Wellness), Content (editorial, educational, and creator-led), and Services (Vet Clinic, CarePlus, Chewy+, Connect with a Vet).
In this highly visible leadership role, you will report directly to the Head of Site Experience and lead a team of 3-5 direct reports to champion the end-to-end customer journey for millions of pet parents. Acting as the voice of the customer, you will ensure that every initiative, decision, and creative execution puts the Chewy customer at the center. You will thrive in a highly collaborative environment, aligning diverse customers to a shared vision. By combining customer insights, business objectives, and creative excellence, you will shape the future of how Chewy integrates healthcare, content, and services into the broader shopping and care ecosystem.
You'll leverage data to advocate for meaningful change and set a high bar for creative execution standards, ensuring every touchpoint reflects Chewy's commitment to innovation, trust, and best-in-class customer experience. Does this sound like you? If so, we would love to hear from you! Come run with the Pack!
What You'll Do:
- Own the customer journey for Healthcare, Content, and Services, ensuring experiences are customer-first, data-driven, and strategically aligned to enterprise goals.
- Act as the primary advocate for the Chewy customer, ensuring site enhancements reflect customer needs, preferences, and feedback.
- Develop and implement 1+ year site content and merchandising strategies that boost awareness, engagement, and conversion.
- Translate customer insights and market trends into prioritized roadmaps that balance innovation with operational execution.
- Partner with Category, Product, Marketing, Tech, and CRM to deliver unified, personalized site experiences across healthcare, content, and service offerings.
- Champion CX & Creative Excellence
- Set a high bar for site accuracy, consistency, and creative execution standards, ensuring content and experiences meet the highest quality benchmarks.
- Proactively identify patterns, gaps, and friction points, using data to influence customers and advocate for high-impact improvements that serve the customer's best interest.
- Oversee complex, cross-functional programs from concept to launch, ensuring customer alignment and timely delivery.
- Manage prioritization and trade-offs across multiple high-impact initiatives in collaboration with partners.
- Directly lead a team of 3-5 merchandising professionals, providing coaching, feedback, and growth opportunities tailored to individual strengths and career goals.
- Foster a collaborative, inclusive culture with a focus on continuous improvement, operational rigor, and shared success.
- Ensure the team is equipped with the resources, processes, and support needed to deliver transformational initiatives at scale.
What You'll Need:
- 8+ years in e-commerce merchandising, site experience, or product marketing, with at least 3+ years in a leadership role managing cross-functional teams and enterprise-level initiatives.
- Proven track record of driving site strategy and execution in complex, high-growth businesses - ideally in healthcare, content, or services.
- Experience leading teams of 3-5+ direct reports, including hiring, coaching, and performance management.
- Deep understanding of Customer Experience Excellence, CX Data & Insights, Site Merchandising Strategy & Planning, Program & Initiative Delivery, and Cross-Functional Partnership at a strategic leadership level.
- Strength in Data Analysis & Storytelling, A/B Testing & Experimentation, and Eye For Business to influence senior customers.
- Thrives in highly collaborative environments, building trust and alignment across multiple teams and senior customers.
- Serves as the voice of the customer, relentlessly advocating for their needs and expectations in every decision.
- Uses data as a persuasive tool to advocate for change and drive customer-first decisions.
- Maintains a high bar for creative execution standards, ensuring customer-facing experiences inspire trust, delight, and conversion.
- Exceptional relationship-building and communication abilities, including comfort presenting to executive leadership.
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.
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.
Exempt salary team members have unlimited PTO, subject to manager approval. Team members will receive six paid holidays per year. Team members may be eligible for paid sick and family leave in compliance with applicable state and local regulations.
Base Salary Range
$149,000-$245,000 USD
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 [email protected].
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What the Team is Saying
What We Do
We view pets and pet parents as family and are obsessed with meeting their needs and exceeding customer expectations through every interaction. Behind the scenes, our talented teams are made up of innovators, delighters, big-thinkers and of course, passionate pet people—creating a place where you'll be empowered to build, grow and unleash your fullest potential.
We don’t just stand by our company mission—we’re obsessed with it. We seek to be the most trusted and convenient destination for pet parents and partners, everywhere. And we’re constantly finding new ways to do just that.
At Chewy, we understand pet parenthood is full of joyful highs and anxious lows. That’s why we’re here, standing alongside pet parents, providing everything their pets need for a happy, healthy life. We’re a leading online source for pet products, supplies, and prescriptions. We offer a broad selection of high-quality products and services at competitive prices with an exceptional level of customer care and a personal touch.
Since launching in 2011, we’ve combined the personalized service of your neighborhood pet store with the convenience and speed of e-commerce. We pride ourselves on being the only brand available 24/7/365 to support pet parents throughout their journey.
We have a rich history of being recognized for our deep care and personalization while going above and beyond for our customers and their pets.
We view pets and their people as more than just customers and look forward to meeting their needs and exceeding expectations through every interaction. With Chewy, no one pet-parents alone.
Our culture is for those who thrive on delivering results and becoming your best—no matter your role or location. At Chewy, our Operating Principles serve as a common language, or framework, that connects two of Chewy's most valuable elements—our people and our culture. The Operating Principles guide our character, capabilities, imagination, and methods for execution in support of our company's mission.
Why Work With Us
We're proud to be one of the fastest growing e-commerce companies of all time.
With growth comes the exciting opportunity to be a part of a world-class organization of engineering, product, and design team members, responsible for driving our latest innovations and designing "out-of-the Chewy box" experiences.
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Employees engage in a combination of remote and on-site work.
