Senior Program Manager - Payment Operations

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.