Senior Program Manager Payment Operations Healthcare

Job Description:

Chewys mission is to be the most trusted and convenient destination for pet parents and partners everywhere. We view pets and pet parents as family and are obsessed with meeting their needs and exceeding expectations through every interaction. Within Chewy the Payments team improves the customer and care team experience by launching better ways to pay increasing payment success strengthening reliability and reducing the cost and friction of payments.

Chewy is hiring a Senior Program Manager Payment Operations - Healthcare in Bellevue WA Plantation FL or Boston MA to lead payment health readiness and optimization across Chewy this role you will be the senior operational owner for in-clinic digital and recurring payments used by customers and clinic care teams and internal operators. You will manage performance partner escalations and cross-functional execution for capabilities that are critical to customer experience and business outcomes.

The ideal candidate is an experienced payments and operations leader who has owned outcomes in a scaled retail fintech ecommerce marketplace subscription or omnichannel environment. This person combines payments depth with senior program leadership and can move between strategic planning and hands-on issue resolution. They have improved one-time and recurring payment experiences including authorization performance stored credentials tokenization retry strategies and decline recovery. They can quickly build credibility simplify complex topics identify customer and business impact and lead partners across Product Engineering Clinic Operations Customer Care Analytics Finance Accounting Legal/Compliance and external payment providers.

What Youll Do

• Own the operational roadmap for Healthcare payments across in-clinic digital and recurring workflows.
• Define monitor and improve payment metrics such as success rate authorization performance recurring payment recovery terminal reliability refund/void quality decline trends incident volume and SLAs.
• Strengthen recurring payment operations including stored credential health tokenization card lifecycle events payment retries decline recovery account updater processes and payment method reliability.
• Lead Healthcare payment launches enhancements defect resolution and operational readiness across Product Engineering Clinic Operations Customer Care Analytics Finance Accounting Legal/Compliance and external partners.
• Identify payment defects and reliability risks quantify customer and financial impact and drive prioritized resolution.
• Build and improve operating mechanisms such as dashboards runbooks escalation paths incident response processes post-incident reviews partner reviews and readiness checklists.
• Manage external payment providers terminal providers gateways processors and other third parties against SLAs roadmap dependencies issue resolution and improvement plans.
• Lead incident response and root-cause analysis in partnership with internal and external teams; convert learnings into durable prevention and monitoring mechanisms.
• Develop executive-ready narratives business reviews and recommendations that connect payment performance with customer experience care team experience cost risk and business impact.
• Serve as a payments subject matter expert for card-present card-not-present recurring payments terminal refund reconciliation and operational support workflows across Healthcare.

What Youll Need

• Bachelors degree in business finance operations technology or related field or equivalent practical experience.
• 8 years of experience in payments payment operations fintech ecommerce retail healthcare operations marketplace operations subscription/recurring payments or another scaled operational environment.
• 5 years leading complex cross-functional programs with Product Engineering Analytics Finance Accounting Customer Care/Operations Legal/Compliance and external partners.
• Track record owning payment KPIs and operational outcomes such as payment success rate authorization rate decline rate terminal availability refund/void performance dispute rate reconciliation quality cost of payments or SLA performance.
• Direct experience with card-present and card-not-present payment flows including gateways processors acquirers issuers card networks digital wallets payment terminals stored credentials tokenization settlement refunds disputes and reconciliation.
• Experience with recurring or subscription-like payment programs including stored credentials payment retries decline recovery account updater/card lifecycle management payment method lifecycle events or recurring billing reliability.
• Experience supporting omnichannel healthcare clinic field retail marketplace ecommerce or service-oriented environments where both customer and operator workflows matter.
• Strong analytical capability with the ability to use payment data processor reporting decline trends defects and customer/care team feedback to identify root causes and drive action.
• Proven ability to operate in ambiguity dive into details and lead issue resolution without direct authority.
• Strong vendor and partner management experience including performance reviews escalations SLA management roadmap alignment and operational improvement plans.
• Excellent written and verbal communication skills including experience preparing executive-level narratives business reviews and decision recommendations.
• Ability to deliver time-sensitive initiatives while maintaining strong attention to detail and follow-through.
• Ability to travel up to 15% of the time.

Preferred Qualifications

• Experience with payment terminals order management point-of-sale systems ecommerce or healthcare/clinic payment workflows.
• Experience launching or scaling payment capabilities across physical locations field operations or distributed teams.
• Experience improving payment observability incident response support models or partner performance in a high-volume environment.
• Experience with digital wallets debit routing account updater/card lifecycle management or payment optimization strategies.

Success in This Role Looks Like

• Healthcare payment workflows are reliable measurable and supported by clear operating mechanisms across in-clinic digital and recurring experiences.
• Customer clinic and care team friction is identified quickly quantified clearly and resolved through strong cross-functional ownership.
• Payment partners are managed through business reviews escalations SLAs and improvement plans.
• Payment incidents have clear response paths root-cause ownership durable prevention actions and improved monitoring.
• Senior leaders have a clear view of payment performance risks tradeoffs and investment needs across Chewy Healthcare.

• 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 .

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