Associate Program Manager
Associate Program Manager
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Job Description
At Chewy it is our mission to become the most trusted and convenient online destination for pet parents and our partners vets and service providers alike. Our success is measured by the happiness of the people and pets we serve not simply by the amount of pet supplies we deliver. Thats why we continue to think of outsidetheChewybox ways to delight surprise and thank our loyal pet lovers!
Our Opportunity:
Chewys is seeking a Program Manager to join the Vendor Compliance and Chargebacks program. This role will manage daily operations including the vendor escalation inbox while also working crossfunctionally with internal teams and vendors to address issues update systems and drive process improvements. You will be expected to go beyond ticket resolutionowning the workflows enhancing SOPs recommending tool improvements and helping the program evolve toward its longterm goals.
Were looking for a collaborative and proactive individual who is passionate about delivering an excellent customer experienceboth internally and externally. Youll also lead vendor engagement within the chargeback program by building workbooks analyzing defect trends and identifying opportunities to increase efficiency. Success in this role requires strong program ownership the ability to manage multiple priorities and a focus on reducing friction while driving measurable performance improvements.
What Youll Do:
- Own and continuously evolve Chewys Vendor Compliance and Chargeback program including program design ticket resolution oversight reporting vendor education and stakeholder alignment.
- Manage the Compliance and Chargeback ticketing queues ensuring timely accurate and highquality responses while maintaining strong SLAs.
- Act as a key point of contact for internal teams (e.g. Supply Chain Fulfillment Ops Inventory Finance) and external vendors to resolve issues provide guidance and identify trends in compliancerelated defects.
- Maintain comprehensive documentation of ticket handling common root causes auditing steps appeal outcomes and process gaps to drive clarity and standardization.
- Drive process improvements through proactive analysis of ticketing data vendor behavior and fulfillment center trends to reduce recurring defects and enhance operational efficiency.
- Collaborate crossfunctionally to build vendorfacing materials such as manuals defect prevention guides and onboarding materials ensuring alignment and ease of adoption.
- Contribute to longterm program planning including scorecard development process automation and system/tool enhancements.
What Youll Need:
- Bachelors degree with 3 years of experience in Supply Chain Program Management or Operations roles.
- Demonstrated experience owning processes or programs from intake through resolution with a focus on driving measurable improvements.
- Experience creating and maintaining clear scalable documentation (SOPs process flows guides etc. to support adoption and consistency.
- Strong problemsolving skills and attention to detail with the ability to manage multiple stakeholders and competing priorities.
- Clear and effective communicatorable to tailor messaging for internal teams leadership and external vendors.
- Proven ability to manage projects while identifying patterns gaps and opportunities for automation or standardization.
- Comfortable working independently in a fastpaced and evolving environment.
- Experience using data to track performance influence decisions and support program strategy.
- Proficiency in Microsoft Excel
Bonus (Not Required):
- Proficiency in SQLability to pull validate and analyze data to identify trends build insights and propose solutions is a major plus.
- Familiarity with Tableau Excelbased workbooks or similar tools for building dashboards and operational trackers.
Required Experience:
Manager
Employment Type
Full Time
