Associate Director, Site Experience Operations

Job Description:

Our Opportunity:

Chewy is seeking a passionate and experienced Associate Director Site Experience Operations to lead the operational excellence function within our Site Experience team. This individual will scale a 5-person team of Site Experience Operations Managers responsible for programming content across and the Chewy app by enabling new processes and operations tooling capabilities testing and new and emerging technology.

As a critical member of the Site Experience leadership team youll drive process rigor quality standards and operational efficiency while shaping how Chewy delivers scalable dynamic content throughout the site that resonates with every customer. You will play a key role in evolving our automation and personalization strategies by ensuring the right operational frameworks and tooling are in place to support tailored experiences across platforms. This role is ideal for a detail-obsessed systems-oriented data-driven leader who thrives in a high visibility cross-functional environment and is motivated by continuous improvement automation and customer-first innovation.

What Youll Do:

• Lead and develop a team of Site Experience Operations Managers who program schedule QA and deploy targeted and personalized content across Chewys digital storefronts.

• Design and optimize workflows that enable delivery of segmented content segments to ensure the right message reaches the right customer at the right time.

• Drive operational readiness and content QA for segmented content experiences collaborating closely with personalization audience strategy and tooling teams.

• Own the intake prioritization and delivery of tooling enhancement requests with a focus on automating manual tasks and improving content scheduling and QA capabilities particularly for dynamic and rules-based content.

• Serve as the Site Experience teams liaison to Chewys enterprise-wide AI roadmap driving awareness and adoption of AI-powered solutions that elevate content quality streamline operations and enhance personalization capabilities.

• Define and track operational KPIs that measure content accuracy timeliness scalability and relevance; analyze content operations data to identify trends uncover issues and inform continuous improvement opportunities.

• Represent the Site Experience Operations function in cross-functional roadmap planning with Product Engineering UX and Creative/Marketing stakeholders advocating for personalization-enabling capabilities and AI-driven efficiencies.

• Partner with other Program Managers and Product Managers to align on content strategy tooling needs and execution excellence across static and dynamic experienceswhile proactively surfacing risks inconsistencies or misalignments with business objectives.

What Youll Need:

• Bachelors degree in business marketing operations or a related field.

• 6 years of experience in program management or site operations; experience managing direct reports within a matrixed organization strongly preferred.

• Demonstrated experience with site content operations or personalization frameworks in an e-commerce setting.

• Strong cross-functional verbal and written communication skills and experience influencing product/tooling roadmaps especially for content and personalization platforms.

• Proven ability to build scalable operational workflows that support dynamic content execution and QA.

• Fluency in content operations tooling with an understanding of how emerging technologiessuch as AI and automationcan streamline repetitive workflows and improve execution accuracy.

• Comfort operating in ambiguity with a knack for creating structure and clarity within complex digital environments.

• Experience with personalization platforms or CMS systems supporting dynamic content (e.g. Adobe Target Dynamic Yield).

• Familiarity with segmentation targeting logic and testing strategies.

• Experience with project management and data visualization tools (e.g. Jira Asana Tableau).

• Experience documenting business requirements to Product and Engineering teams.

Bonus:

• Exposure to AI-enabled tools for content QA campaign scheduling or operational automation (e.g. content intelligence predictive QA or task bots).

• The specific salary offered to a candidate may be influenced by a variety of factors including but not limited to the candidates relevant experience education and work 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 .

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 .

To access Chewys California CPRA Job Applicant Privacy Policy please click here.