Associate Program Manager

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. That's why we continue to think of outside-the-Chewy-box ways to delight, surprise, and thank our loyal pet lovers!
Our Opportunity:
Chewy's 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 cross-functionally with internal teams and vendors to address issues, update systems, and drive process improvements. You will be expected to go beyond ticket resolution-owning the workflows, enhancing SOPs, recommending tool improvements, and helping the program evolve toward its long-term goals.
We're looking for a collaborative and proactive individual who is passionate about delivering an excellent customer experience-both internally and externally. You'll 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 You'll Do:

• Own and continuously evolve Chewy's 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 high-quality 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 compliance-related 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 cross-functionally to build vendor-facing materials such as manuals, defect prevention guides, and onboarding materials, ensuring alignment and ease of adoption.
• Contribute to long-term program planning, including scorecard development, process automation, and system/tool enhancements.

What You'll Need:

• Bachelor's 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 problem-solving skills and attention to detail, with the ability to manage multiple stakeholders and competing priorities.
• Clear and effective communicator-able 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 fast-paced and evolving environment.
• Experience using data to track performance, influence decisions, and support program strategy.
• Proficiency in Microsoft Excel

Bonus (Not Required):

• Proficiency in SQL-ability to pull, validate, and analyze data to identify trends, build insights, and propose solutions is a major plus.
• Familiarity with Tableau, Excel-based workbooks, or similar tools for building dashboards and operational trackers.

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 [email protected].
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