Your Opportunity:
Chewy is looking for an IT Site Support Manager II to join our MCO1 Fulfillment center team and work with passionate pet lovers. The ideal candidate will provide IT operational oversight at the MCO1 Chewy Fulfillment Center while leading a talented, team of IT Support Technicians. You will support the existing facility and help expand the next generation of Chewy Fulfillment Centers by delivering scalable, reliable solutions across IT infrastructure, warehouse automation, program management, and continuous improvement. You will work backward from the needs of internal and external customers, navigating ambiguity and technical complexity with sound judgment and a collaborative approach. Reporting to the Associate Director, Regional IT Support, you will partner with Operations, Launch, technology teams, and third-party vendors to help Chewy operate as a world-class eCommerce organization.
What You'll Do:
- Build, lead, mentor, and develop a team of IT Support Technicians through thoughtful hiring, goal setting, performance reviews, compensation planning, coaching, and career development.
- Direct daily IT support activities and drive the timely resolution of complex application, hardware, network, warehouse technology, and escalated service desk issues.
- Identify operational efficiency opportunities and lead Kaizen and continuous improvement initiatives that strengthen service delivery, reliability, and team effectiveness.
- Partner with business and technology stakeholders to align Fulfillment Center IT support, deployment activities, product roadmaps, and local Operations priorities.
- Develop operational planning documents, project plans, governance materials, resource assignments, and stakeholder updates for IT Operations and program management initiatives.
- Define critical support key performance indicators and create dashboards and reporting mechanisms that enable trend analysis, performance reviews, and data-informed decisions.
- Lead weekly, monthly, and quarterly Fulfillment Center IT business reviews, including goal tracking, risk reporting, lessons learned, and progress against operational commitments.
- Represent Fulfillment Center IT in Change Advisory Board reviews, new-site bills of materials, expansion and retrofit planning, testing, patching, security releases, and quality assurance activities.
- Forecast, budget, and schedule client-device lifecycle programs while maintaining governance over regional IT goals, priorities, and resource requirements.
- Collaborate with Launch teams and third-party material handling equipment vendors to establish operational readiness testing, maintain supported control systems, manage remote access, and transition new facilities into steady-state operations.
What You'll Need:
- Bachelor's degree in Computer Science, Engineering, Mathematics, Statistics, another related technical field, or equivalent practical work experience.
- 5+ years of progressive people management experience, preferably supporting geographically distributed teams.
- 5+ years of IT infrastructure program or project management experience in a complex, service-oriented environment.
- Experience supporting mobile devices, printing technologies, PCs, Windows, and Azure within a warehouse, fulfillment, manufacturing, or comparable operational environment.
- Demonstrated experience leading continuous improvement initiatives and managing work in an SLA-driven support organization.
- Experience managing vendor contracts, service providers, business relationships, and the resolution of service outages or operational escalations.
- Ability to translate complex technical topics into clear information for audiences with varying levels of leadership experience and technical knowledge.
- Ability to travel up to 10%, work flexible schedules that may include nights, weekends, and holidays, and participate in a 24/7 support and on-call rotation. This position also requires the ability to stand or walk for 10-12 hours per day as well as the ability to lift and push 50lbs. Ability to balance multiple priorities, and to quickly adjust strategy and execution in the face of new information.
- Excellent communication and problem-solving skills
- Experience working in a CMS
- Highly developed intrapersonal skills
- Ability to follow an in-house style guide
- Love of pets and passion for their care and health
Bonus
- Current CCNA, MCSE, MCSA, Six Sigma, or Project Management Professional certification.
- Experience with Motorola or Zebra radio-frequency devices, including the MC9190, VC6090, or WT41N0.
- Expertise in mobile device management, radio-frequency technologies, warehouse automation, or material handling control systems.
- Working knowledge of ITIL, Agile, and established project management frameworks.
- Experience developing dashboards and operational reporting in Tableau.
- Experience supporting eCommerce, retail, high-growth, or startup environments.
- Additional experience managing third-party hardware and software vendors or service providers.
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
- Bachelor’s degree in Computer Science, Engineering, Mathematics, Statistics, or a related technical field, or equivalent practical experience
- 5+ years of progressive people management experience, preferably with geographically distributed teams
- 5+ years of IT infrastructure program or project management experience in a complex, service-oriented environment
- Experience supporting mobile devices, printing technologies, PCs, Windows, and Azure in a warehouse, fulfillment, manufacturing, or comparable operational environment
- Experience leading continuous improvement initiatives and managing work in an SLA-driven support organization
- Experience managing vendor contracts, service providers, business relationships, service outages, and operational escalations
- Ability to communicate complex technical topics clearly to audiences with varying leadership and technical experience
- Ability to travel up to 10%, work nights, weekends, and holidays, participate in 24/7 support and on-call rotations, stand or walk 10–12 hours daily, and lift or push 50 pounds
- Excellent communication and problem-solving skills
- Experience working in a CMS
- Highly developed interpersonal skills
- Ability to follow an in-house style guide
- Love of pets and passion for their care and health
- Current CCNA, MCSE, MCSA, Six Sigma, or Project Management Professional certification
- Experience with Motorola or Zebra radio-frequency devices, including MC9190, VC6090, or WT41N0
- Expertise in mobile device management, radio-frequency technologies, warehouse automation, or material handling control systems
- Working knowledge of ITIL, Agile, and established project management frameworks
- Experience developing dashboards and operational reporting in Tableau
- Experience supporting eCommerce, retail, high-growth, or startup environments
- Additional experience managing third-party hardware and software vendors or service providers
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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Chewy Teams
Chewy Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
