Associate Director, Homepage and Program Merchandising

Chewy•Boston, MA

1d•$149,000 - $245,000•Hybrid

About The Position

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! Chewy is looking for an Associate Director, Homepage and Program Merchandising to join our Site Experience team, based in Boston or Seattle. This is an exciting opportunity to define the vision, strategy, and planning model for Chewy’s most visible customer experiences while leading a portfolio of high-impact programs that drive customer engagement, retention, and business growth. In this role, you will lead a team of Program Managers responsible for Homepage Strategy, Customer Segmentation, Enterprise Priorities, and Merchandising Innovation. You will establish the strategic direction for how Chewy leverages merchandising, personalization, automation, and customer insights to create relevant, engaging, and scalable experiences across the site. You will serve as a key strategic partner to leaders across Product, Creative, CRM, Marketing, Analytics, Engineering, and Category Management, influencing roadmaps, prioritization, and investment decisions that shape the future of Chewy’s digital storefront. This role requires a leader who thrives in ambiguity, quickly synthesizes data and inputs into a clear point of view, and operates with a high degree of autonomy to drive outcomes. They excel at building alignment across diverse stakeholder groups and translating complex business opportunities into actionable strategies, scalable mechanisms, and measurable outcomes. The ideal candidate is energized by solving big customer and business problems, building new capabilities, and developing high-performing teams. They are equally comfortable defining long-term vision, influencing executive stakeholders, and coaching teams through execution.

Requirements

Bachelor's degree in Business, Marketing, Analytics, Ecommerce, or a related field.
10+ years of experience in Program Management, Ecommerce, Product Strategy, Customer Experience, Consulting, or related disciplines.
3+ years of people leadership experience managing and developing high-performing teams.
Demonstrated success leading complex, cross-functional initiatives that span multiple organizations and stakeholder groups.
Proven ability to operate effectively in ambiguous environments, synthesizing diverse inputs into informed, high-judgment points of view that drive strategy and execution.
Strong executive presence with a track record of influencing senior leaders, challenging assumptions, evaluating tradeoffs, and building alignment without direct authority.
Exceptional analytical skills, including experience developing reporting frameworks, success metrics, and mechanisms that support strategic decision-making.
Excellent written and verbal communication skills, with the ability to simplify complex topics and communicate effectively with executive leadership.
Demonstrated ability to translate customer insights, business goals, and operational constraints into scalable solutions and customer-centric experiences.
Experience designing mechanisms, governance processes, and operating models that improve organizational effectiveness and scalability.
Strong customer orientation and sound judgment, with a track record of making decisions that balance customer needs, business impact, and operational feasibility.

Nice To Haves

Experience leading Homepage, personalization, lifecycle marketing, merchandising, or digital customer experience programs.
Experience partnering closely with Product and Engineering teams to influence platform, tooling, and automation investments.
Familiarity with experimentation frameworks, customer segmentation strategies, AI-enabled experiences, or personalization technologies.
Experience in a high-growth ecommerce, retail, marketplace, or subscription-based business.
Familiarity with SQL, Tableau, Adobe Analytics, Amplitude, or similar analytics and reporting tools.

Responsibilities

Own the strategy and performance of Homepage, Deals, and other high-impact merchandising experiences, establishing goals, success metrics, operating mechanisms, and accountability for customer and business outcomes.
Make high-judgment decisions on customer experience, balancing customer needs, business objectives, technical constraints, and operational complexity to deliver experiences that are relevant, effective, and scalable.
Develop and scale experimentation, measurement, and reporting frameworks that connect site experiences to customer engagement, retention, and financial performance, enabling data-driven prioritization and investment decisions.
Partner with Product, Engineering, Analytics, Creative, CRM, and Marketing teams to identify and unlock new capabilities that improve merchandising effectiveness and accelerate business growth.
Champion the adoption of automation, AI, and emerging technologies to improve efficiency, personalization, scalability, and the overall customer experience.
Lead, coach, and develop a team of Program Managers, establishing mechanisms, raising the quality bar, and building organizational capability across the Site Experience function.