Our Opportunity:
Chewy is looking for an International Health Certificate (IHC) Program Specialist to join our Healthcare Team fulltime. Come join our growing organization and be a part of revolutionizing the virtual care industry! Join a team that cares deeply about improving pet health compliance and providing best in class customer service for both the pet parent and veterinary community.
In this role, you will serve as a key operational and clinical resource for Chewy's International Health Certificate program. The IHC Program Specialist will take strong ownership of day-to-day program execution, case progression, quality, and issue resolution while partnering closely with veterinary professionals and cross functional teams to deliver an accurate, efficient, and customer-focused experience.
This role requires a high degree of ownership, accountability, independent decision-making, and leadership within the program.
What You'll Do:
- Serve as a subject matter expert and day-to-day operational resource for Chewy's International Health Certificate program.
- Take ownership of IHC case progression, helping ensure cases move efficiently through required steps and identifying barriers that may impact successful completion.
- Review domestic and international pet travel requirements, including country- and destination-specific requirements related to vaccinations, diagnostic testing, parasite treatments, microchips, documentation, timelines, endorsements, and other applicable requirements.
- Review pet medical records and travel documentation for completeness and alignment with applicable destination requirements.
- Identify discrepancies, missing information, timeline concerns, or other potential barriers to successful completion of an International Health Certificate and escalate appropriately.
- Research complex or changing pet travel requirements using approved regulatory and internal resources and help translate requirements into actionable next steps.
- Provide support and guidance to veterinary professionals completing International Health Certificates, including assistance with complex cases, documentation questions, and regulatory requirements.
- Monitor IHC workflows, case status, and operational trends to identify risks, recurring barriers, and opportunities for improvement.
- Maintain strong accountability for assigned cases and program responsibilities, proactively following through on open items and ensuring appropriate handoffs and escalation when needed.
- Partner closely with Veterinary Services, Veterinary Operations, veterinarians, and other cross-functional teams to support consistent and sustainable IHC program operations.
- Support the development, maintenance, and continuous improvement of IHC workflows, SOPs, reference materials, and internal knowledge resources.
- Identify opportunities to improve program efficiency, accuracy, scalability, and the pet parent experience.
- Support quality assurance efforts by identifying process gaps, documentation concerns, and trends that may create risk to successful certificate completion.
- Help evaluate and support new tools, technology, and process improvements designed to simplify and scale the International Health Certificate experience.
- Research and problem-solve complex cases to determine appropriate solutions for pet parents and veterinary partners and follow up as needed to support resolution.
- Participate in self-development courses and Chewy-required compliance training. Perform additional operational and program responsibilities as assigned.
What You'll Need:
- Active Veterinary Technician License/Certification (CVT, LVT, or RVT) in good standing.
- A Veterinary Technology associate or bachelor's degree from a NAVTA and/or AVMA-CVTEA accredited program, or equivalent, is required.
- 2+ years of hands-on experience supporting DVMs with International Health Certificates (IHCs) is required.
- 3+ years of small animal veterinary experience or equivalent industry experience.
- Strong working knowledge of the International Health Certificate process, including medical record review, vaccination requirements, microchip requirements, diagnostic testing, travel timelines, and regulatory documentation. Comfort level with APHIS, GVL, VEHCS, and other IHC resources.
- Ability to independently research and interpret complex travel requirements and apply them accurately to individual cases.
- Strong attention to detail and ability to identify inconsistencies, missing information, and potential compliance concerns.
- Demonstrated ability to take ownership of complex workflows and drive work through completion with limited oversight.
- Strong organizational and prioritization skills with the ability to manage multiple time-sensitive cases simultaneously.
- Ability to think analytically, identify trends, and communicate operational or program risks.
- Excellent judgment and ability to recognize when a case requires additional veterinary, regulatory, or leadership review rather than making assumptions.
- Proficient computer skills and comfort working across multiple digital platforms, medical records systems, and online regulatory resources.
- High level of technical proficiency and ability to quickly learn new software programs and workflows.
- Exemplary research, listening, critical-thinking, and problem-solving skills.
- Strong verbal and written communication skills with the ability to clearly communicate complex requirements to veterinary professionals and cross-functional partners.
- Comfortable collaborating with veterinarians, veterinary technicians, practice managers, operations teams, and other partners in a team-oriented environment.
- Passionate about supporting veterinary professionals, pet parents, and pets with empathy and a strong customer-service focus.
- Comfortable working in a fast-paced, evolving environment that requires adaptability, curiosity, and independent decision-making.
- Have access to high-speed internet and additional backup Wi-Fi via hotspot.
- Have a designated working space that is quiet and free from disruptions.
- Candidates must commit to a full-time work week based on a schedule agreed upon during the hiring process, which may include evenings, weekends, and holidays.
- Minimal travel required.
Bonus:
- 1+ year experience as a lead veterinary technician, shift supervisor, and/or veterinary practice manager. Experience with AI tools and training models.
- Experience with Trello.
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 California CPRA Job Applicant Privacy Policy, please click here.
Skills Required
- Active Veterinary Technician License or Certification (CVT, LVT, or RVT) in good standing
- Veterinary Technology associate or bachelor's degree from a NAVTA and/or AVMA-CVTEA accredited program, or equivalent
- At least 2 years of hands-on experience supporting DVMs with International Health Certificates
- At least 3 years of small animal veterinary experience or equivalent industry experience
- Working knowledge of International Health Certificate processes, medical record review, vaccinations, microchips, diagnostic testing, travel timelines, and regulatory documentation
- Familiarity with APHIS, GVL, VEHCS, and other International Health Certificate resources
- Ability to independently research and interpret complex pet travel requirements
- Strong attention to detail, organizational skills, prioritization, analytical thinking, judgment, research, critical-thinking, and problem-solving skills
- Ability to manage multiple time-sensitive cases and drive complex workflows to completion with limited oversight
- Proficient computer skills and ability to learn software, medical records systems, digital platforms, and online regulatory resources
- Strong verbal and written communication and ability to collaborate with veterinary and cross-functional teams
- Access to high-speed internet, backup Wi-Fi via hotspot, and a quiet designated workspace
- Availability for a full-time schedule that may include evenings, weekends, and holidays
- At least 1 year of experience as a lead veterinary technician, shift supervisor, and/or veterinary practice manager
- Experience with AI tools and training models
- Experience with Trello
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)
Chewy Insights
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. • Put Customers First • Act as an Owner • Deliver Results • Earn Trust • Debate Openly; Commit Fully • Operate in the Details • Shape the Future 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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Employees engage in a combination of remote and on-site work.
