CVC Program Manager, Chewy, FL, US

Our Opportunity: 

Chewy’s 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 customer expectations through every interaction. Within Chewy, the Chewy Health team is focused on redefining how vets and pet parents care for their pets and are on a multi-year journey to reinvent the experience of working with your veterinarian to keep your pets happy and healthy. 

As part of this mission, Chewy Vet Care is hiring an Associate Director –Field Program Management to help us scale a connected, seamless omnichannel customer experience for clients of our Chewy Vet Care practices. This leader will be charged with building a world class field support experience that delivers the best client experience in the industry, efficient & scalable processes, and enabling our field teams to achieve our revenue, profitability, quality, customer experience and employee engagement goals.

Our ideal candidate is an experienced operator with strong background in Operations, Customer Service, Quality, Program Management and backend technology workflows. The Associate Director, CVC Field Program Management will act as the gatekeeper between physical field operations and stakeholders across Supply Chain, Compliance, Category, Launch, L&D, Marketing, Product and Technology teams. This individual will gain a strong understanding of needs and capacity of the Field teams and be able to leverage that to prioritize, vet and align corporate support teams to drive continuous improvement while minimizing disruptions on practice teams.

What You’ll Do: 

• Partner cross-functionally between stakeholders in Medical, HR, Operations and Support (Supply Chain, Compliance, Category, Launch, L&D, Marketing, Product and Technology, etc.) to align on projects and prioritize pursuits by impact to the field.
• Balance multiple competing projects and priorities cross-functionally to drive high impact process and program delivery while minimizing disruption to field operations.
• Champion and ensure consistent and effective execution of our sales and service strategy, ensuring our people burnish and embody the Chewy brand and customer-first culture; additionally, ensure their presentation of our clinics consistently maintain brand standards, both in terms of appearance and functionality.
• Set, manage, and track cross-functional program execution with Support teams to ensure final product is vetted for bugs, process flow, training material, execution plan and success measures.
• Understand business drivers and create opportunities to optimize them, with a strong focus on improving, volume/throughput, service mix and cost-to-serve through local/store level levers and driving chain-wide initiatives.
• Identify, track, and manage quality, customer experience and employee experience metrics and performance indicators; Implement mechanisms to audit performance and drive continuous improvement through process, tools/automation, and training.
• Partner with field leaders across Medical and Operations to establish prioritization needs on the practice level and deliver scoping to support teams.
• Previous experience in in program management for a multi-site organization; including KPI development, program development, compliance and operational execution, and process improvement
• Ability to be self-directed with minimal oversight and escalate where necessary

What You’ll Need: 

• BA/BS degree in Finance, Business, Engineering, Supply Chain or equivalent experience
• 10+ years of multi-site leadership experience in fast-growth retail, healthcare, veterinary or services businesses.
• Develop and implement improved systems, resources, and processes, saving the company significant money while improving employee experience.
• Develop and execute business strategies to align operational objectives and company goals.
• Strong comprehensive business acumen and the willingness to move fast; demonstrate ability to lead through a rapid brick and mortar role out.
• Superior sense of ownership paired with a high-quality bar and an unshakable growth mindset.
• Demonstrated success in building a culture of experimentation, learning, and innovation.
• Up to 50% travel required must be willing to spend time in the field visiting and supporting clinic staff and regional leadership.

Bonus if you: 

• MBA or equivalent degree
• Strong understanding of the overall pet care industry and recent trends
• In depth experience and understanding of the veterinary profession in the US