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
Chewy Compensation & Benefits Highlights
How does Chewy ensure its pay and bonus plans are competitive?
Chewy approaches compensation through a total rewards strategy that combines salary, bonuses, equity opportunities, healthcare benefits, employee discounts, and career growth opportunities. The company emphasizes supporting employees across ecommerce, healthcare, pharmacy, customer service, technology, and fulfillment operations while competing for talent in both retail and tech markets.
Competitive compensation and bonus opportunities: Chewy offers market-based compensation packages that may include salary, performance bonuses, commissions, and equity depending on role and level. Built In also notes benefits such as relocation assistance, employee discounts, and bonus opportunities across multiple teams and functions.
- Healthcare and wellness support: Benefits include medical, dental, vision, prescription coverage, HSA/FSA options, life insurance, disability coverage, telemedicine, mental health resources, and wellbeing programs. Chewy also offers wellness-focused resources designed to support employees physically, mentally, and financially.
- Retirement and financial wellbeing: Employees receive 401(k) plans with company matching along with financial wellness resources and broader support programs. Benefits are designed to support both short-term needs and long-term financial planning.
- Pet-focused and family-oriented benefits: Chewy offers pet insurance discounts, employee discounts on Chewy products, parental leave, fertility support, family-focused benefits, and caregiving resources. The company’s benefits package is closely aligned with its pet-focused identity and customer mission.
- Flexibility and workplace support: Corporate employees may have access to hybrid work arrangements, flexible scheduling, commuter benefits, PTO, paid holidays, and wellbeing initiatives. Employees also cite supportive managers and collaborative teams as important parts of the broader employee value proposition.
- Long-term career investment: Compensation is reinforced through career growth opportunities, mentorship, leadership development, cross-functional learning, and exposure to large-scale ecommerce, automation, healthcare, and logistics initiatives. Employees often describe growth opportunities as an important part of the overall company experience.
- External signals: Comparably reports that 70% of employee reviews are positive overall. Employees frequently highlight healthcare benefits, employee discounts, coworkers, and growth opportunities as strengths of the company experience. (Glassdoor; Comparably)
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What We Do
Who We Are Chewy is where pet parents find everything they need for life with pets, from food to fun to pharmacy. We make pet care easier, more informed, and more joyful through fast, reliable delivery and award-winning 24/7 Customer Care, including access to pet health support when it’s needed. Founded in 2011, Chewy combines the convenience of online shopping with a high-touch, personalized experience built around the real moments of pet parenthood. Our Mission Chewy’s mission is to be the most trusted and convenient destination for pet parents and partners, everywhere. What We Do We support pet parents through the highs, lows, and everyday moments of the pet parenting journey with: • Pet food, treats, and daily essentials • Supplies for dogs, cats, fish, birds, reptiles, equine, and small pets • Pharmacy and veterinary services, including prescriptions and medications • Pet wellness and health products • Autoship for convenient recurring deliveries • Chewy+, our premium membership offering exclusive savings, faster delivery, and personalized pet care benefits • 24/7/365 customer support from knowledgeable, pet-loving experts What Makes Chewy Different Chewy is known for industry-leading service, deep personalization, and our customer-obsessed culture. We combine trust, convenience, and care, and pet parents come to us for: • Exceptional customer care • Human- and pet-centered product and experience design • Fast, dependable fulfillment across a nationwide operations network • A mission-driven culture built on empathy, trust, and passion for pets Our Culture Chewy’s culture is built for people who thrive on ownership, innovation, and impact. We value curiosity, creativity, and continuous improvement across all our teams. We empower Team Members—our Chewtopians—to learn, grow, and unleash their full potential in a collaborative, supportive, mission-driven environment. How We Work Chewy’s Operating Principles guide how we think, innovate, collaborate, and execute. These principles shape our character, decision-making, and approach to delivering results while connecting our people and culture in support of our mission. Where We Work Chewy headquarters: Plantation, FL, and Boston, MA Additional hubs: Bellevue, WA, and Minneapolis, MN
Why Work With Us
Why You Should Work at Chewy Chewy is a unique, fast-growing e-commerce and tech leader where builders, creators, and problem-solvers shape the future of pet care. Our teams drive innovation in a mission-driven culture that creates real impact for pets and the people who love them.
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