Chewy's mission is to be the most trusted and convenient online destination for pet parents and partners everywhere. Within Chewy Health, we're redefining how veterinarians and pet parents care for pets through innovative platforms like PracticeHub. As we expand our healthcare services, we seek an Associate Program Manager (C04) to support and optimize program delivery across multiple workstreams.
This role is ideal for a self-starter who thrives in fast-paced, data-driven environments and is eager to grow program management skills while contributing to Chewy's mission to make pet healthcare simpler and more connected.
What You'll Do:
- Coordinate and execute activities that enable the successful activation and onboarding of new veterinary clinics onto the PracticeHub platform.
- Partner closely with Sales, Product, and Veterinarian Operations teams to ensure seamless end-to-end clinic activation from contract execution to go-live readiness.
- Manage clinic onboarding workflows, ensuring that each clinic receives the appropriate system setup, and operational guidance to maximize engagement.
- Maintain documentation of clinic progress, activation milestones, and post-launch support needs.
- Track and analyze onboarding performance metrics to identify opportunities for efficiency and improved clinic experience.
- Coordinate with cross-functional stakeholders to ensure alignment on deliverables, dependencies, and timelines for new features or process improvements impacting clinics.
- Manage and communicate progress updates, risks, and issues to internal partners and leadership, escalating where necessary to maintain program momentum.
- Collaborate with technical and operational teams to streamline workflows and reduce manual clinic onboarding steps through automation and process standardization.
- Collect, analyze, and communicate activation and onboarding data to provide visibility into program performance.
- Identify trends in clinic adoption, engagement, and support tickets to recommend improvements to onboarding processes or customer experience.
- Develop and maintain dashboards or reports that monitor KPIs such as activation speed, onboarding satisfaction, and support resolution rates.
- Build strong relationships with clinic stakeholders to understand operational needs and improve the end-to-end clinic experience.
- Identify and document best practices, SOPs, and playbooks for clinic activations, onboarding, and support programs.
- Partner with stakeholder teams to refine processes for scalability and continuous improvement.
- Participate in retrospectives and improvement initiatives to drive consistency and excellence across clinic operations.
What You'll Need:
- Bachelor's degree or equivalent experience
- 2+ years of experience in operations, project coordination, or program management, ideally in a healthcare, veterinary, or technology environment.
- Strong understanding of clinic or customer onboarding workflows.
- Excellent organizational and time management skills, with the ability to manage multiple priorities in a fast-paced setting.
- Analytical mindset with the ability to interpret and present data to drive decision-making.
- Strong written and verbal communication skills with proven ability to collaborate cross-functionally.
- Proficiency with Excel, experience with Salesforce, or similar CRM systems preferred.
- Familiarity with process improvement tools (Lucidchart, Confluence, Smartsheet, or equivalent).
Bonus:
- Experience in veterinary practice operations, healthcare implementation, or SaaS onboarding programs.
- Exposure to program management frameworks such as Agile, Lean, or PMI.
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].
To access Chewy's Customer Privacy Policy, please click here.
To access Chewy's California CPRA Job Applicant Privacy Policy, please click here.
Top Skills
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.
Gallery
Chewy Teams
Chewy Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
