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INTRODUCTION

Chewy is seeking a strategic and results-driven Associate Director, Healthcare Customer Care Operations to lead and improve Healthcare Customer Care line of business operations! This position will serve as a single-threaded program and operations leader for a Healthcare Customer Care business line, responsible for driving the end-to-end success of programs and operations that support pet parents, business partners, and external teams.

This leader will oversee Healthcare Operations leaders, while playing a critical role in defining and executing strategic initiatives, building robust program frameworks, and ensuring alignment across clinical, operational, and business functions. You will own the operational roadmap, align cross-functional stakeholders, and lead large-scale programmatic and change management efforts to deliver a world-class experience.

ROLE AND RESPONSIBILITIES

Operational Leadership

• Lead day-to-day and strategic operations of Healthcare customer care, driving efficiency, quality, and scalability across all touchpoints.
• Optimize multi-channel workflows and service delivery models to meet service level and customer satisfaction goals.
• Oversee the integration and continuous improvement of SOPs to support consistent and compliant support services.

Cross-Functional Partnership

• Collaborate closely with Merchandizing Leadership, Compliance, Legal, Product, Tech, and other stakeholders to ensure seamless coordination between the Healthcare business and customer care.
• Act as the primary liaison for cross-functional program and operational alignment.

Team Leadership

• Inspire, coach, and develop a high-performing team of Operations Managers and Team Managers.
• Foster a culture of operational excellence, customer obsession, and innovation across all levels of the organization.

Executive and Stakeholder Engagement

• Present program updates, insights, and strategic recommendations to C-suite executives and senior leaders.
• Build trust and influence across the organization through data-driven storytelling and aligned vision.

Program Management and Strategy

• Develop and lead Healthcare Customer Care programs aligned with strategic business goals and long-term vision.
• Create, implement, and continuously refine program frameworks and SOPs that scale with business growth and ensure high-quality service.
• Own the development and execution of program roadmaps, timelines, and success metrics.
• Lead journey mapping, process audits, and data analysis to identify pain points and drive innovation.

Business Scaling and Innovation

• Lead large-scale change initiatives that support growth and evolving customer needs.
• Identify opportunities to leverage technology and automation to improve efficiency and service delivery.
• Drive the expansion of customer care capacity while maintaining quality and compliance standards.

Compliance and Risk Management

• Ensure all programs and operations are compliant with healthcare regulations, privacy laws, and business policies.
• Proactively identify risks and develop mitigation strategies to protect business continuity and service quality.

Performance Monitoring and Optimization

• Define and track KPIs to monitor program performance, operational effectiveness, and team efficiency.
• Use performance data to drive strategic adjustments and foster continuous improvement.

BASIC QUALIFICATIONS

• 7+ years of experience in program management and contact center operations, preferably in healthcare or regulated industries
• Proven ability to build and scale operational programs in high-growth, complex environments
• Strong cross-functional leadership skills with experience aligning diverse stakeholders toward common goals
• Expertise in developing SOPs, optimizing workflows, and implementing continuous improvement frameworks
• Outstanding communication skills, including experience influencing executive leadership
• Strong analytical and strategic thinking with proficiency in performance measurement and KPI development
• Bachelor’s degree required; Master’s in Business, Healthcare Administration, or related field preferred
• PMP, Six Sigma, or Lean certification a plus

COMPENSATION

• The base salary range for this role is $137,500 - $221,500.00. 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.