Associate Director, Telehealth Business Operations

Associate Director Telehealth Business Operations

Role Overview

Virtual Veterinary Services is building new ways for pet parents to access convenient veterinary care and support through Chewy. The business spans a growing portfolio of virtual care servicesfrom triage and advice to full telemedicineas well as services that help customers overcome prescription-related barriers when purchasing prescription medications and veterinary diets.

As Associate Director Telehealth Business Operations you will lead the business operations function for Virtual Veterinary Services and serve as a key partner to the General Manager in managing and scaling the business. You will build and run the mechanisms through which we understand business performance develop operating plans and forecasts evaluate growth opportunities align customer demand with veterinary capacity and translate business insights into action.

You will partner closely with Product Analytics Finance Medical Provider Operations Workforce Management Marketing Category Management and other Chewy teams. The ideal candidate combines strong business judgment and analytical curiosity with exceptional execution: digging deeply into data developing a point of view from imperfect information and working across teams to turn insights into results. They are energized by making teams and businesses work bettercreating shared understanding bringing structure to ambiguity and helping cross-functional partners align around what matters most and act on it.

What Youll Own

Business Performance Management

• Develop and maintain the performance framework across the portfolio connecting financial customer product operational and provider metrics.

• Lead weekly and monthly business reviews identifying what is working what needs to change and the underlying drivers and ensuring insights translate into clear actions and accountability.

• Develop a deep understanding of performance by service customer use case entry point product category and other relevant dimensions.

• Partner with Analytics and Finance to understand performance against plan diagnose meaningful variances and connect veterinary service activity to downstream customer behavior and purchasing outcomes.

• Identify opportunities to improve growth unit economics customer experience and operational efficiency and develop recommendations for action.

Business Planning & Forecasting

• Partner with the GM and Finance to translate business strategy and financial goals into operating plans and forecasts.

• Build and maintain models connecting customer demand marketing activity conversion provider capacity service levels revenue downstream sales and cost.

• Coordinate inputs across Marketing Product Workforce Management Provider Operations Finance and other teams to maintain an integrated view of expected business performance.

• Understand the assumptions underlying the financial plan and develop scenarios and recommendations as performance capacity investment or other assumptions change.

• Support annual and long-range planning by translating strategic choices into operating assumptions and resource requirements.

The GM retains accountability for the P&L financial commitments and major investment decisions; this role provides the analysis planning and understanding of business drivers needed to inform those decisions.

Growth & Business Optimization

• Develop and manage the operating plan for growth across services customer entry points and use cases.

• Analyze customer funnels and downstream purchasing behavior to identify opportunities across acquisition conversion engagement and repeat usage.

• Evaluate both demand generation opportunities that introduce customers to virtual veterinary care and demand capture opportunities that use veterinary services to resolve friction in an existing purchase journey.

• Partner with Marketing to understand the relationship between investment incremental demand provider capacity and business returns.

• Partner with Product Category Management and customer-experience surface owners to evaluate opportunities to integrate virtual veterinary services into relevant Chewy customer journeys and assess their potential business impact.

• Identify differences in economics and customer value across consultation types prescription categories products and use cases.

• Lead structured analysis of ambiguous business questions and opportunities developing fact-based recommendations that consider customer value growth economics operational feasibility provider capacity and strategic fit.

• Translate approved recommendations into executable cross-functional plans with clear ownership milestones and measures of success.

Integrated Business Planning: Demand & Capacity

• Develop and maintain the business-level demand forecast incorporating growth plans marketing activity product changes seasonality and other key demand drivers.

• Partner with Workforce Management and Provider Operations to incorporate capacity requirements constraints utilization availability service levels and cost into business plans and forecasts.

• Identify emerging supply-demand imbalances and assess their potential impact on growth customer experience provider experience and financial performance.

• Develop scenarios and recommendations for business-level interventionssuch as changes in demand generation incremental capacity or service-level tradeoffsin partnership with Workforce Management and Provider Operations.

Launch & Business Readiness

• Maintain an integrated view of major launches and expansions including business dependencies risks and readiness.

• Ensure launches have clear forecasts success measures operational assumptions capacity plans guardrails and post-launch monitoring before going live.

• Partner across Product Medical Provider Operations Workforce Management Analytics Finance Marketing Legal and other teams to identify readiness gaps and ensure clear ownership for resolution.

• Establish post-launch inspection mechanisms and translate learnings into updated forecasts operating plans and recommendations for scaling or adjusting the experience.

Analytics & Business Acumen

• Conduct detailed hands-on analyses using business data and tools including SQL Tableau or similar visualization tools and Excel.

• Independently investigate business questions develop hypotheses and identify the drivers behind performance.

• Connect customer and clinical activity to downstream prescription order and purchasing behavior.

• Demonstrate intellectual curiosity and a willingness to keep digging for underlying drivers and new insights.

• Partner effectively with dedicated Analytics resources while retaining ownership of the business question and interpretation of the results.

What Youll Need

• 8 years experience in business operations strategy general management product services or a related field including ownership of complex cross-functional business problems.

• Strong analytical and financial acumen and demonstrated ability to translate business data into insights recommendations and actions.

• Experience developing forecasts operating plans business cases or similar quantitative business models.

• Demonstrated ability to understand performance at depth and identify the underlying drivers of growth customer behavior and economics.

• Strong execution skills and a track record of translating ideas and decisions into results across multiple teams.

• Demonstrated ability to influence senior cross-functional partners without direct authority and develop solutions that work across organizational boundaries.

• Strong written and verbal executive communication skills including the ability to distill complex issues into clear choices and recommendations.

• A high degree of ownership intellectual curiosity and comfort operating in an emerging business with limited benchmarks.

• Experience with two-sided marketplaces provider-powered services healthcare or other businesses requiring active supply-demand management is a plus; healthcare experience is not .

#LI-BB2

#Hybrid