Position Summary: Chewy is seeking a dynamic and driven Senior Program Manager to join our growing Chewy Fulfillment Services (CFS) team. In this critical role, you will lead the development and execution of external partner management frameworks and build scalable processes and product solutions to ensure the successful launch, onboarding, and ongoing operational excellence of CFS partners. You will partner cross-functionally with Category Management, Technology, Operations, Finance, and Legal to deliver a best-in-class, third-party fulfillment program that delights customers and drives business growth. Does this sound like you? If so, we would love to hear from you! Come run with the Pack!
Key Responsibilities:
- Serve as the primary operational owner for external partner (seller) management within the CFS ecosystem.
- Develop and implement scalable processes for partner onboarding, training, and operational readiness.
- Define and evolve partner performance standards (SLA metrics, scorecards) and build feedback loops to drive continuous improvement.
- Lead cross-functional initiatives to build and launch new operational processes and product enhancements that enable reliable, cost-effective fulfillment through CFS.
- Partner closely with Tech/Product teams to define and prioritize requirements for seller-facing portals, inventory visibility tools, and fulfillment integrations.
- Manage day-to-day escalations, issue resolution, and partner communications to ensure high service levels and proactive risk mitigation.
- Collaborate with internal FC Operations and Transportation teams to ensure smooth inbound and outbound flows for CFS inventory.
- Conduct regular operational health reviews with partners and internal customers; drive corrective action plans when necessary.
- Support long-term strategic planning for scaling CFS, including process automation, new service offerings, and expansion into new categories.
Qualifications:
- 5-7+ years of program management, operations management, partner management, or supply chain experience.
- Experience building and scaling external partner operations, ideally in a fulfillment, eCommerce, or marketplace environment.
- Strong problem-solving skills and bias for action; able to navigate ambiguity and drive initiatives to completion.
- Outstanding communication, relationship-building, and cross-functional teamwork skills.
- Experience working with technical teams to define operational product requirements.
- Highly organized with the ability to manage multiple complex projects simultaneously.
- Bachelor's degree required; MBA or relevant certifications (e.g., PMP, Lean Six Sigma) preferred.
Preferred Experience:
- Experience working in or with third-party logistics (3PL), marketplace, or dropship environments.
- Familiarity with fulfillment operations, WMS/OMS systems, and eCommerce fulfillment dynamics.
- Background in fast-growth, customer-obsessed organizations.
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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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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