Our Opportunity
Chewy’s mission is to be the most trusted and convenient destination for pet parents and partners everywhere. We view pets (and pet parents) as family and are passionate about meeting their needs and exceeding customer expectations through every interaction. Within Chewy, the Payments team is passionate about constantly improving the experience for our customers through launching new and better ways to pay, growing order success rates, and reducing costs.
To support this mission, Chewy is hiring for a Senior Program Manager - Payment Operations for Healthcare and Expansion Payment Operations located in Bellevue, WA, Boston, MA or Plantation, FL offices only. In this role, you will report to the Head of Payment Operations and Partnerships where you will be responsible for the health and success of the payment ecosystem for critical Chewy businesses including Healthcare. You will lead payment KPI’s and design process improvement initiatives that drive our goals as an organization. You will partner with teams across the organization including vet clinic staff, engineering, product, and customer care to improve payment processing and the customer experience. The ideal candidate for this role will have confirmed experience driving critical payment functions and optimizations for sophisticated retailers (ideally across ecommerce and physical stores).
What You’ll Do
- Own the health and performance of the healthcare payment ecosystem
- Identify, design, and implement payment optimization strategies to increase order success rates and reduce customer churn
- Implement processes in collaboration with cross-functional teams to improve payment processing
- Develop expertise and serve as a SME on payment processes and partnerships to support the overall organization
- Coordinate with external payment partners to understand industry trends and upcoming changes that will affect processing
- Drive recurring business reviews with partner teams
What You’ll Need
- Bachelor’s degree in business administration, finance, operations management, related field or equivalent experience
- 3+ years’ experience in payments/payment operations at a retail (or similar) company (preferred experience with both ecommerce and in-person)
- Understanding of payment processing including in-person payments, ecommerce, and recurring billing
- Experience driving payments critical metrics improvements
- Be data driven; able to analyze, communicate, and present metrics to support recommendations
- Excellent written and verbal communication skills
- Ability to deliver on time-sensitive tasks while maintaining attention to detail
- Strong partner leadership skills
- Ability to deliver initiatives from conception to completion
- Ability to travel up to 15% of the time
Hub Locations & Work Arrangement
- Hub Locations: Bellevue, WA | Boston, MA | or Plantation, FL
- Hybrid Model: 2+ days in hub location per week
- Remote: This role is NOT a remote role.
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, 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].
If you have a question regarding your application, please contact [email protected].
To access Chewy's Customer Privacy Policy, please click here. To access Chewy's California CPRA Job Applicant Privacy Policy, please click here.
What the Team is Saying
What We Do
We view pets and pet parents as family and are obsessed with meeting their needs and exceeding customer expectations through every interaction. Behind the scenes, our talented teams are made up of innovators, delighters, big-thinkers and of course, passionate pet people—creating a place where you'll be empowered to build, grow and unleash your fullest potential.
We don’t just stand by our company mission—we’re obsessed with it. We seek to be the most trusted and convenient destination for pet parents and partners, everywhere. And we’re constantly finding new ways to do just that.
At Chewy, we understand pet parenthood is full of joyful highs and anxious lows. That’s why we’re here, standing alongside pet parents, providing everything their pets need for a happy, healthy life. We’re a leading online source for pet products, supplies, and prescriptions. We offer a broad selection of high-quality products and services at competitive prices with an exceptional level of customer care and a personal touch.
Since launching in 2011, we’ve combined the personalized service of your neighborhood pet store with the convenience and speed of e-commerce. We pride ourselves on being the only brand available 24/7/365 to support pet parents throughout their journey.
We have a rich history of being recognized for our deep care and personalization while going above and beyond for our customers and their pets.
We view pets and their people as more than just customers and look forward to meeting their needs and exceeding expectations through every interaction. With Chewy, no one pet-parents alone.
Our culture is for those who thrive on delivering results and becoming your best—no matter your role or location. At Chewy, our Operating Principles serve as a common language, or framework, that connects two of Chewy's most valuable elements—our people and our culture. The Operating Principles guide our character, capabilities, imagination, and methods for execution in support of our company's mission.
Why Work With Us
We're proud to be one of the fastest growing e-commerce companies of all time.
With growth comes the exciting opportunity to be a part of a world-class organization of engineering, product, and design team members, responsible for driving our latest innovations and designing "out-of-the Chewy box" experiences.
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Chewy Teams
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Hybrid Workspace
Employees engage in a combination of remote and on-site work.
