Job Description:

Our Opportunity:

Chewy is seeking an Associate Director, Healthcare Customer Experience to join our Healthcare Merchandising leadership team in Plantation, FL or Boston, MA. Healthcare is one of our fastest growing and most innovative verticals at Chewy, as we continue to expand, we are looking to find additional opportunities to drive customer retention, improve our prescription approval process and offer a better customer experience

This role is a senior individual contributor operating at a leadership level, responsible for setting the Customer Experience strategy across Chewy Healthcare and owning outcomes tied to retention, prescription approvals, and end-to-end customer trust. You will act as a business owner and strategic integrator, aligning Merchandising, Product, Operations, Customer Service, Marketing, Finance, and Tech around a shared CX vision and execution roadmap.

The ideal candidate is a proven operator and strategist who can independently identify the highest-impact opportunities, influence senior leaders, and drive complex initiatives from ambiguity to measurable business results. This role requires judgment, urgency, and a strong backbone.

What You'll Do:

• Define and own the Pharmacy Customer Experience strategy, translating company and category priorities into a multi-year roadmap with clear business impact.

• Own CX outcomes across Pharmacy, including retention, approval rates, customer satisfaction, and operational efficiency. Set success metrics, establish operating cadences, and hold cross-functional partners accountable to results.

• Identify and size high-impact opportunities through deep data analysis, customer insights, and operational understanding. Drive prioritization decisions and tradeoffs based on ROI, customer impact, and execution complexity.

• Lead complex, cross-functional initiatives spanning Product, Merchandising, Operations, Customer Service, Marketing, Finance, and Engineering. Influence without authority and navigate competing priorities to drive alignment and execution.

• Serve as a senior thought partner to leadership, clearly articulating CX risks, opportunities, and progress. Own executive-level narratives, readouts, and recommendations.

• Design and evolve operating mechanisms for intake, prioritization, and governance of CX initiatives, ensuring scalability and repeatability as the business grows.

• Proactively identify CX risks tied to launches, process changes, and vendor dynamics. Partner with owners to mitigate issues before they impact customers.

What You'll Need:

• Bachelor’s degree in Business Administration, Finance, Operations Management or a related quantitative degree

• 9–12+ years of experience in Category Management, Product Management, Program Management, Strategy, or Operations within complex, cross-functional environments.

• Demonstrated ability to set strategy and drive execution at scale, owning outcomes across multiple teams or business lines.

• Proven success influencing senior leaders and executives through clear thinking, strong narratives, and data-backed recommendations.

• Strong analytical and problem-solving skills, with the ability to translate ambiguous problems into structured plans.

• Comfort operating in high-ambiguity, high-urgency environments with significant business impact.

• Strong written and verbal communication skills.

• SQL proficiency

• Ability to manage multiple time-sensitive priorities simultaneously.

• Position may require travel

Bonus:

• Experience with financial analysis and modeling

• Experience in Healthcare, Pharmacy, or regulated environments.

• Extensive experience leading large teams & cross-functional projects

• Ability to think and react in a high-energy, fast-paced environment.

• Entrepreneurial minds

• 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. C08+ positions may also be eligible for annual bonus.

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 CAAR@chewy.com.

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