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 dedicated to 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. They develop new and better ways to pay, improve the efficiency of order fulfillment, and cut costs.
To support this mission, Chewy is hiring a Senior Program Manager, Payment Operations located in Bellevue, WA, or Plantation, FL offices. Reporting to the Head of Payment Operations and Partnerships, you will coordinate the health and success of the payment network. This network supports important Chewy businesses, including Healthcare. You will monitor payment metrics, build process improvements and lead operational initiatives that drive our goals as an organization. You will partner with teams across the organization including engineering, product, customer care, and analytics to improve payment integration, metrics and customer experience. The ideal candidate for this role will have demonstrated experience driving critical payment functions and optimizations for complex retailers (ideally across ecommerce and physical stores).
What You'll Do
- Monitor and improve the well-being and performance of the payment ecosystem, taking responsibility for important measures related to payment
- Identify, build, and implement payment optimization strategies and solutions to increase order success rates and reduce customer churn
- Implement processes in collaboration with cross-functional teams to improve payment success rates
- Serve as a SME for complex payment processes for the overall organization
- Coordinate with external payment partners to understand industry trends and upcoming changes that will impact payment processes, costs and customers.
- Develop and drive business reviews with collaborator teams.
What You'll Need
- Bachelor's degree in business administration, finance, operations management, or 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 benchmark improvements
- Be data driven; able to analyze, communicate, and present metrics effectively to support recommendations
- Excellent written and verbal communication skills
- Capability to complete time-sensitive tasks while maintaining attention to detail
- Strong collaborator management skills
- Ability to deliver initiatives from conception to completion
- Ability to travel up to 15% of the time
Work Arrangement:
- Hybrid Model: 3 days in hub location per week
- Remote: This role is NOT a remote role.
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].
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Top Skills
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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Employees engage in a combination of remote and on-site work.
