Associate Director, Site Merchandising

Job Description

Our Opportunity:

Chewy is seeking a passionate and experienced Associate Director, Site Merchandising Operations to lead the operational excellence function within our Site Experience team. This individual will scale a 5-person team of Site Merchandisers responsible for merchandised content across Chewy.com and the Chewy app by enabling new processes and operations, tooling capabilities, and new and emerging technology.

As a critical member of the site merchandising leadership team, you’ll drive process rigor, quality standards, and operational efficiency while crafting how Chewy delivers scalable, dynamic content that resonates with every customer. You will play a key role in evolving our automation and personalization strategies by ensuring the right operational frameworks and tooling are in place to support tailored experiences across platforms. This role is ideal for a detail-obsessed, systems-oriented, data- driven leader who thrives in a high visibility cross-functional environment and is motivated by continuous improvement, automation, and customer-first innovation. Does this sound like you? If so, we would love to hear from you! Come run with the Pack! 

What You’ll Do:

• Lead and develop a team of Operational Excellence Site Merchandisers who schedule, QA, and deploy targeted and personalized content across Chewy’s digital storefronts.
• Design and optimize workflows that enable delivery of personalized content segments to ensure the right message reaches the right customer at the right time.
• Drive operational readiness and content QA for targeted experiences, collaborating closely with personalization, audience strategy, and tooling teams.
• Own the intake, prioritization, and delivery of tooling improvement requests, with a focus on automating manual tasks and improving content scheduling and QA capabilities, particularly for dynamic and rules-based content.
• Serve as the Site Experience team’s liaison to Chewy’s enterprise-wide AI roadmap, driving awareness and adoption of AI-powered solutions that elevate content quality, streamline operations, and improve personalization
• Define and track operational KPIs that measure content accuracy, timeliness, scalability, and relevance; analyze content operations data to identify trends, uncover issues, and inform continuous improvement opportunities.
• Represent the Operational Excellence function in cross-functional roadmap planning with Product, Engineering, UX, and Creative/Marketing customers, advocating for personalization-enabling capabilities and AI-driven efficiencies.
• Partner with other Program Managers and Product Managers to align on content strategy, tooling needs, and execution excellence across static and dynamic experiences—while proactively surfacing risks, inconsistencies, or misalignments with business objectives.

What You’ll Need:

• Bachelor’s degree in business, marketing, operations, or a related field.
• 6+ years of experience in program management, site operations, or digital merchandising; experience managing direct reports strongly preferred.
• Demonstrated experience with content operations or personalization frameworks in a digital or e-commerce setting.
• Strong cross-functional communication skills and experience influencing product/tooling roadmaps, especially for content and personalization platforms.
• Proven ability to build scalable operational workflows that support dynamic content execution and QA.
• Proficiency in content operations tooling, with an understanding of how emerging technologies—such as AI and automation—can streamline repetitive workflows and improve execution accuracy.
• Comfort operating in ambiguity, with a knack for crafting structure and clarity within complex digital environments.

Bonus:

• Experience with personalization platforms or CMS systems supporting dynamic content (e.g., Adobe Target, Dynamic Yield).
• Familiarity with segmentation, targeting logic, and testing strategies.
• Experience with project management and data visualization tools (e.g., Jira, Asana, Tableau).
• Exposure to AI-enabled tools for content QA, campaign scheduling, or operational automation (e.g., content intelligence, predictive QA, or task bots).