Our Opportunity
Chewy is seeking an Enablement Lead to join our Merchandising Operations organization. This role will own the strategy and execution for how internal and external users learn, adopt, and successfully use the Chewy Partner Hub (CPH).
This person will build scalable enablement programs across training, onboarding, help content, SOPs, job aids, webinars, live learning, and AI-enabled support experiences. They will ensure users have clear, practical guidance for key workflows and that recurring friction is translated into better content, stronger education, and more effective adoption strategies.
This is a high-ownership role for a builder who can create structure where it does not exist today. The right candidate will be able to identify enablement gaps, prioritize the highest-impact opportunities, simplify complex workflows, and partner across Product, Operations, Voice Programs, Analytics, Category Management, and vendor-facing teams to improve user outcomes.
Our ideal candidate has strong judgment, operates effectively in ambiguity, and is passionate about helping people succeed through better education, tools, and support. They are a strong communicator who can translate complex processes into simple, useful guidance and build scalable programs that reduce confusion, improve adoption, and strengthen trust.
What You'll Do
- Own the strategy for CPH training, onboarding, adoption, and support content across internal and external user groups.
- Build and maintain scalable help content, SOPs, job aids, onboarding materials, workflow guides, and support documentation for key CPH processes and recurring issues.
- Develop enablement experiences that support different learning styles through written guidance, webinars, live sessions, recorded walkthroughs, office hours, and other scalable formats.
- Create structured onboarding programs for new users and new hires so they can ramp quickly and confidently.
- Own adoption strategies for newly launched CPH tools, features, and workflows, including readiness planning, communications, training, reinforcement, and post-launch follow-up.
- Partner with Product and business stakeholders to understand upcoming changes, assess user impact, and determine the enablement required for successful launch and adoption.
- Facilitate steering committee sessions, establish clear operating mechanisms, and translate the feedback into prioritized enablement, content, process, and product actions.
- Identify recurring user friction across support channels, training sessions, office hours, help requests, and SME feedback, then determine where stronger education or clearer guidance can reduce repeat issues.
- Partner with the Voice Programs lead to translate recurring user themes into targeted training and content interventions.
- Partner with Vendor Experience Operations to identify high-friction ticket drivers and address them through stronger help content, and in-tool guidance.
- Use data and feedback to assess training effectiveness, content quality, adoption, repeat support needs, and areas requiring additional intervention.
- Establish content governance and maintenance mechanisms so enablement materials remain accurate, current, easy to find, and aligned to evolving workflows.
- Use AI thoughtfully to improve how users access support, receive tailored guidance, and resolve common questions without increasing manual dependency.
- Recommend where CPH education and support content should live and partner with Product and related teams on the tooling or platform needed to scale access.
- Provide clear updates in steering committees and other cross-functional forums on adoption risks, enablement priorities, user readiness, and progress against key actions.
- Build trusted partnerships across Product, Category Management, Vendor Experience, Analytics, Operations, and other stakeholder teams to drive alignment and action.
What You'll Need
- 5+ years of business experience in program management, product enablement, training, change management, product adoption, or a related field.
- Experience designing and delivering training, onboarding, help content, SOPs, job aids, webinars, or similar enablement programs.
- Demonstrated ability to simplify complex workflows and translate them into clear, practical guidance for different user groups.
- Strong program management skills, including the ability to prioritize work, create structure, manage dependencies, and drive action across multiple teams.
- Experience supporting product launches, process changes, tool adoption, or organizational change.
- Proven ability to operate effectively in ambiguous environments and independently determine the right path forward.
- Strong written and verbal communication skills, with the ability to influence cross-functional stakeholders and tailor communication to different audiences.
- Experience gathering feedback, identifying recurring themes, and translating user friction into training, content, process, or product recommendations.
- Ability to use data and feedback to measure effectiveness, identify gaps, and improve enablement programs over time.
- Strong attention to detail and commitment to maintaining accurate, useful, and easy-to-access content.
- Experience facilitating working groups, SME forums, workshops, or cross-functional operating mechanisms.
- Comfort working with Product, Operations, Analytics, and business stakeholders without direct authority.
- Familiarity with AI-enabled support, knowledge management platforms, learning tools, or content management systems is preferred.
- Bachelor's degree required.
The base salary range for this role is $95,500 - $152,500.00.
- 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. C08+ positions may also be eligible for annual bonus.
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.
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
- 5+ years of business experience in program management, product enablement, training, change management, or related field.
- Experience designing and delivering training, onboarding, help content, SOPs, job aids, webinars, or similar enablement programs.
- Demonstrated ability to simplify complex workflows and translate them into clear, practical guidance.
- Strong program management skills including prioritization, structuring work, managing dependencies, and driving cross-team action.
- Experience supporting product launches, process changes, tool adoption, or organizational change.
- Proven ability to operate effectively in ambiguous environments and independently determine the right path forward.
- Strong written and verbal communication skills with ability to influence cross-functional stakeholders and tailor messaging.
- Experience gathering feedback, identifying recurring themes, and translating user friction into training, content, process, or product recommendations.
- Ability to use data and feedback to measure effectiveness, identify gaps, and improve enablement programs.
- Strong attention to detail and commitment to maintaining accurate, useful, and easy-to-access content.
- Experience facilitating working groups, SME forums, workshops, or cross-functional operating mechanisms.
- Comfort working with Product, Operations, Analytics, and business stakeholders without direct authority.
- Familiarity with AI-enabled support, knowledge management platforms, learning tools, or content management systems.
- Bachelor's degree.
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. 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
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Hybrid Workspace
Employees engage in a combination of remote and on-site work.
