Our Opportunity:

Chewy’s mission is to be the most trusted and convenient online destination for pet parents and partners everywhere. We view pets (and pet parents) as family and are obsessed with meeting their needs and exceeding customer expectations through every interaction. Within Chewy, the Chewy Health team is focused on re-defining how vets and pet parents care for their pets and are on a multi-year journey to build a set of new pet parent and veterinarian facing services, delivered via our Practice Hub platform, making it easier to keep pets of all shapes and sizes leading healthy, happy lives.

As part of this mission, Chewy Health is currently seeking an experienced individual for our Associate Director, Clinic Enrollment & Operations position to join our Healthcare Services team. This individual will work closely with the Clinic Sales team representatives, our clients, our engineers, and other key stakeholder teams inside Chewy to ensure that clinics can get up and running on our Practice Hub quickly and efficiently.

What You’ll Do:

• Lead a team of analysts and program managers to manage and optimize execution of onboarding processes and provide assistance to clinics during implementation and post-launch, including troubleshooting and triaging issues internally
• Work in collaboration with the Inside Sales team to meet daily, weekly, monthly, and annual enrollment targets by ensuring internal onboarding capacity matches forecasted demand
• Develop and continually improve and optimize processes to enable veterinary clinics to onboard onto Practice Hub quickly and efficiently, with minimal defects; Create and maintain SOPs for onboarding or implementation
• Identify, prioritize, and drive initiatives and projects to automate and streamline enrollment processes and reduce cost and time associated with onboarding new clinics; Identify defects related and recommend process or system improvements to address them
• Define, track, and manage the health and performance of our clinic enrollment processes; report on KPIs to Chewy Health leadership and drive root causing and resolution of variances

 What You’ll Need:

• Undergraduate degree in Business Management, Marketing, Finance, or a related discipline
• 5+ years’ experience leading teams with a focus on product, program, and change management
• 10+ years of experience related to Customer Service and/or business-to-business sales, process, and implementation
• Demonstrated ability to manage cross-functionally and collaborate effectively with internal, partner, and customer teams
• Proven ability to identify process improvement opportunities and quantify associated benefits; ability to manage multiple projects simultaneously while working with customers and partners remotely or in person
• Strong oral and written communication skills
• Strong customer/client relationship building skills
• Track record of delivering results in a fast-paced environment
• Demonstrated ability to collaborate effectively with internal, partner, and customer teams
• Familiarity/proficiency with the following: Salesforce.com, Lucidchart, Jira, Confluence, SendGrid, Oracle, MS Office
• Position may require travel

 Bonus:

• Experience in veterinary or medical industry
• Six Sigma certification
• SQL experience

Chewy is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members.
If you have a disability under the Americans with Disabilities Act or similar law, or you require a religious accommodation, and you wish to discuss potential accommodations related to applying for employment at Chewy, please contact [email protected]. 
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