Chewy is seeking a passionate and experienced Associate Director, Site Merchandising Operations to lead the operational excellence function within our Site Experience team. This individual will scale a 5-person team of Site Merchandisers responsible for merchandised content across Chewy.com and the Chewy app by enabling new processes and operations, tooling capabilities, and new and emerging technology.
As a critical member of the site merchandising leadership team, you'll drive process rigor, quality standards, and operational efficiency while crafting how Chewy delivers scalable, dynamic content that resonates with every customer. You will play a key role in evolving our automation and personalization strategies by ensuring the right operational frameworks and tooling are in place to support tailored experiences across platforms. This role is ideal for a detail-obsessed, systems-oriented, data- driven leader who thrives in a high visibility cross-functional environment and is motivated by continuous improvement, automation, and customer-first innovation. Does this sound like you? If so, we would love to hear from you! Come run with the Pack!
What You'll Do:
- Lead and develop a team of Operational Excellence Site Merchandisers who schedule, QA, and deploy targeted and personalized content across Chewy's digital storefronts.
- Design and optimize workflows that enable delivery of personalized content segments to ensure the right message reaches the right customer at the right time.
- Drive operational readiness and content QA for targeted experiences, collaborating closely with personalization, audience strategy, and tooling teams.
- Own the intake, prioritization, and delivery of tooling improvement requests, with a focus on automating manual tasks and improving content scheduling and QA capabilities, particularly for dynamic and rules-based content.
- Serve as the Site Experience team's liaison to Chewy's enterprise-wide AI roadmap, driving awareness and adoption of AI-powered solutions that elevate content quality, streamline operations, and improve personalization
- Define and track operational KPIs that measure content accuracy, timeliness, scalability, and relevance; analyze content operations data to identify trends, uncover issues, and inform continuous improvement opportunities.
- Represent the Operational Excellence function in cross-functional roadmap planning with Product, Engineering, UX, and Creative/Marketing customers, advocating for personalization-enabling capabilities and AI-driven efficiencies.
- Partner with other Program Managers and Product Managers to align on content strategy, tooling needs, and execution excellence across static and dynamic experiences-while proactively surfacing risks, inconsistencies, or misalignments with business objectives.
What You'll Need:
- Bachelor's degree in business, marketing, operations, or a related field.
- 6+ years of experience in program management, site operations, or digital merchandising; experience managing direct reports strongly preferred.
- Demonstrated experience with content operations or personalization frameworks in a digital or e-commerce setting.
- Strong cross-functional communication skills and experience influencing product/tooling roadmaps, especially for content and personalization platforms.
- Proven ability to build scalable operational workflows that support dynamic content execution and QA.
- Proficiency in content operations tooling, with an understanding of how emerging technologies-such as AI and automation-can streamline repetitive workflows and improve execution accuracy.
- Comfort operating in ambiguity, with a knack for crafting structure and clarity within complex digital environments.
Bonus:
- Experience with personalization platforms or CMS systems supporting dynamic content (e.g., Adobe Target, Dynamic Yield).
- Familiarity with segmentation, targeting logic, and testing strategies.
- Experience with project management and data visualization tools (e.g., Jira, Asana, Tableau).
- Exposure to AI-enabled tools for content QA, campaign scheduling, or operational automation (e.g., content intelligence, predictive QA, or task bots).
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 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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