Our Opportunity

At Chewy, we are disrupting the pet products industry by offering our customers the easiest way to get the premium products they want, backed by unparalleled service. We strive to win at everything we do, whether that means bending over backwards to gain our customers’ trust and loyalty or creating a creative and stimulating work environment for our employees. We aim to wow our customers—and our employees.

The Associate Director of Payments leads and owns the operational excellence of Payments. At Chewy, Payments ownership means wearing many hats as Payments touches everything in the Chewy ecosystem.  The AD manages all aspects of Payment operations and the relevant external partner management. The AD has overall responsibility for scaling and optimizing Payment operations. This leader collaborates closely with Product Management, Engineering, Fraud & Risk, Marketing, User Research, Legal and Finance to create, enhance and operationalize core Payment and financial product capabilities. The North Star for this position is to enhance processing efficiency, launch new capabilities, enhance Payment-related customer experiences and help launch new Chewy business initiatives. This individual will be the ‘go to’ leader for multiple cross-functional teams to deliver on various company business objectives. This leader will demand a customer-first approach to define and articulate the customer experience and advance Payment capabilities by working closely with various internal teams and external providers such as banks, payment processors and fin-techs. The individual will be an experienced manager who has hired, developed, and promoted exceptional talent. This leader will be a key creator of a best-in-class Payments team that will further scale the domestic business and set the foundation for expansion globally and into new business verticals.

What You’ll Do:

• Be a strategic organizational leader driving the team and partners to deliver the future vision for Chewy
• Own and track the impact of Payments to the profitability of the overall business and individual products or lines of business
• Direct ongoing improvements to core Payment operations processes and technologies by continuously enhancing the customers experience while enabling a high rate of growth and scale
• Work closely with the Payment Product Associate Director on the Payment product roadmap and new functionality onboarding and performance tracking
• Build a high performing team responsible for metrics and quantitative analysis to drive operational excellence while improving Payment product and processing efficiency and scale
• Manage the team developing and maintaining tracking and reporting systems to measure, manage, and communicate Payments and fraud operations performance
• Manage key payments and fraud service provider relationships to achieve business goals, operational goals, service levels, and performance targets
• Identify enhancements to Pay services, communicate and prioritize development with product management and engineering teams
• Communicate and report overall status through monthly business reviews on primary metrics related to Payment performance, tracking key issues and program readiness timelines for senior management and executives
• Develop and manage the internal cross functional partnerships for the end-to-end process with various internal teams to resolve customer-related pay issues exceeding service-level metrics and providing the best possible customer experience
• Develop and grow a high performing team, provide ongoing feedback, foster cross-functional communication and teamwork
• Ensure the career development of team members that foster ongoing personal skill development, performance, and professional growth

What You’ll Need:

• Bachelor’s degree; MS/MA/MBA degree, preferred
• 10+ years of experience in Payments or financial services across marketplaces, e-commerce, retail, digital media or financial services industries
• A thorough knowledge of Payment practices including card-not-present processing, Payment gateway functionality, credit, debit and prepaid and issuer authorization, decline and chargebacks
• Expert knowledge, skills and demonstrated track record across a range of functions including various Payment applications and channels and e-commerce
• Familiarity with programming languages and protocols
• International Payments expertise, preferred
• Experience with developing roadmaps for successful adaption of innovation and continuous improvement
• Ability to manage and deliver projects with multiple workstreams and stakeholders
• Demonstrates a bias for action in delivering innovative programs, resolving issues and operating in a high-energy, fast-paced environment
• High attention to detail on data and analytics to solve problems and a track record of driving results through continuous improvement
• Demonstrate strategic thinking and cross-functional team influence
• Contract negotiation expertise in Payments
• Excellent written and verbal communication skills

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 HR at chewy dot com
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