Chewy
Associate Program Manager
Job Description
Our Opportunity:
Chewy’s mission is to be the most trusted and convenient online destination for pet parents and partners everywhere. Within Chewy Health, we’re redefining how veterinarians and pet parents care for pets through innovative platforms like PracticeHub. As we expand our healthcare services, we seek an Associate Program Manager (C04) to support and optimize program delivery across multiple workstreams.
This role is ideal for a self-starter who thrives in fast-paced, data-driven environments and is eager to grow program management skills while contributing to Chewy’s mission to make pet healthcare simpler and more connected.
What You’ll Do:
- Coordinate and execute activities that enable the successful activation and onboarding of new veterinary clinics onto the PracticeHub platform.
- Partner closely with Sales, Product, and Veterinarian Operations teams to ensure seamless end-to-end clinic activation from contract execution to go-live readiness.
- Manage clinic onboarding workflows, ensuring that each clinic receives the appropriate system setup, and operational guidance to maximize engagement.
- Maintain documentation of clinic progress, activation milestones, and post-launch support needs.
- Track and analyze onboarding performance metrics to identify opportunities for efficiency and improved clinic experience.
- Coordinate with cross-functional stakeholders to ensure alignment on deliverables, dependencies, and timelines for new features or process improvements impacting clinics.
- Manage and communicate progress updates, risks, and issues to internal partners and leadership, escalating where necessary to maintain program momentum.
- Collaborate with technical and operational teams to streamline workflows and reduce manual clinic onboarding steps through automation and process standardization.
- Collect, analyze, and communicate activation and onboarding data to provide visibility into program performance.
- Identify trends in clinic adoption, engagement, and support tickets to recommend improvements to onboarding processes or customer experience.
- Develop and maintain dashboards or reports that monitor KPIs such as activation speed, onboarding satisfaction, and support resolution rates.
- Build strong relationships with clinic stakeholders to understand operational needs and improve the end-to-end clinic experience.
- Identify and document best practices, SOPs, and playbooks for clinic activations, onboarding, and support programs.
- Partner with stakeholder teams to refine processes for scalability and continuous improvement.
- Participate in retrospectives and improvement initiatives to drive consistency and excellence across clinic operations.
What You’ll Need:
- Bachelor's degree or equivalent experience
- 2+ years of experience in operations, project coordination, or program management, ideally in a healthcare, veterinary, or technology environment.
- Strong understanding of clinic or customer onboarding workflows.
- Excellent organizational and time management skills, with the ability to manage multiple priorities in a fast-paced setting.
- Analytical mindset with the ability to interpret and present data to drive decision-making.
- Strong written and verbal communication skills with proven ability to collaborate cross-functionally.
- Proficiency with Excel, experience with Salesforce, or similar CRM systems preferred.
- Familiarity with process improvement tools (Lucidchart, Confluence, Smartsheet, or equivalent).
Bonus:
- Experience in veterinary practice operations, healthcare implementation, or SaaS onboarding programs.
- Exposure to program management frameworks such as Agile, Lean, or PMI.
The specific salary offered to a candidate may be influenced by a variety of factors including but not limited to the candidate’s relevant experience, education, and work location. In addition, this position is eligible for 401k and a new hire and annual equity grant.
We offer different types of insurance and benefits, such as medical/Rx, vision, dental, life, disability, hospital indemnity, critical illness, and accident. We offer parental leave, family services benefits, backup dependent care, flexible spending accounts, telemedicine, pet adoption reimbursement, employee assistance program, and many discounts including 10% off pet insurance and 20% off at Chewy.com.
Exempt salary team members have unlimited PTO, subject to manager approval. Team members will receive six paid holidays per year. Team members may be eligible for paid sick and family leave in compliance with applicable state and local regulations.
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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