Director, Creative Operations

Chewy•Plantation, FL

About The Position

At Chewy, taking care of pets and the people who love them through the highs, the lows, and the everyday is what drives us. Grounded in that purpose and focused on our mission to be the most trusted and convenient destination for pet parents and partners everywhere, we work every day to help people feel more confident, supported, and capable in caring for the animals they love—showing up with the products, services, care, and guidance they need, whenever they need it. Bringing that to life takes exceptional leaders. Leadership at Chewy is guided by our Operating Principles, which define how we lead, make decisions, develop talent, serve our customers, and grow our business. We value leaders who think strategically, stay close to the customer, and aren't afraid to roll up their sleeves alongside their teams. They solve complex challenges, build high-performing organizations, and partner closely with senior leaders to shape the future of Chewy. If you're energized by building, leading, and making a meaningful impact, this leadership opportunity may be the right fit for you. Your Opportunity You will lead the operations engine behind Chewy’s Marketing Creative and Production teams, driving high-impact work with clarity, precision, and efficiency. You’ll oversee the Project Management functions, high-level operations, and data analytics for the Creative and Studios organizations, including the technology, platforms, and tools that support planning and execution. Your leadership will focus on building and optimizing workflows that enable creative and production teams to deliver high-quality content at scale. As a key change agent, you will introduce and manage operational improvements with empathy, structure, and influence, ensuring smooth adoption across teams. You’ll collaborate cross-functionally to align workflows with business goals and empower teams to deliver great work on time and with purpose. Strong communications will be your key differentiator and define your success. This role will be expected to challenge the status quo and lead the evolution of how Creative and Studios operate. Beyond managing today’s business, you will define and implement a more agile, scalable, and efficient operating model—rethinking processes, ways of working, team interactions, and enabling tools to improve speed, clarity, and creative output. You will build the operational capabilities needed for where the organization is going, not simply maintain how work gets done today. You will directly oversee: Project Management — Owns the how and when, leading campaigns from intake through delivery. Project Managers consolidate execution under one owner, manage risk, and drive campaign delivery. They ensure all milestones, dependencies, and communications align across Creative, Studio, and Marketing. Creative & Studio Operations— Oversees strategic and operational planning, resource allocation, and performance measurement for the Creative and Studios organizations. Develop and implement processes that drive efficient and high quality work. Creative & Studio Data- Leverages data and analytics to track efficiency, capacity, and effectiveness of teams and workflows; drives insight-informed decision-making and continuous improvement.

Requirements

10+ years of experience in Creative or Marketing Operations, Program Management, or related functions, with at least 5 years in a leadership role.
Deep experience designing and managing complex workflows that support cross-functional creative and content teams inclusive of leveraging AI for efficiencies.
Deep experience designing and implementing agile or hybrid creative operating models, including intake, prioritization, capacity planning, workflow management, and continuous improvement.
Keen understanding of organizational change management with a proven track record of successfully implementing process, platform, and cultural shifts within creative or marketing organizations.
Experience overseeing operational performance and leveraging data analytics to drive insights and improve efficiency.
Expertise with project and workflow management platforms (e.g., Workfront, Airtable, Asana, Smartsheet) and strong operational tool fluency inclusive of AI.
Demonstrated success in implementing and scaling efficient operational processes that support creative delivery.
Strong data-driven mindset with the ability to build dashboards and track KPIs to measure workflow performance.
Excellent communication, facilitation, and relationship-building skills across all levels and functions.
Proven ability to thrive in a fast-paced, high-growth environment with shifting priorities.
Experience managing large project portfolios with multiple stakeholders and competing timelines.
Demonstrated track record leading meaningful operating model or process transformation within a Creative, Marketing, Production, or similarly complex organization—not simply administering established processes.

Nice To Haves

Experience working in or managing in-house creative operations teams within a marketing or e-commerce organization.
Familiarity with content lifecycle planning and performance optimization within creative workflows.
Knowledge of agile or hybrid project management methodologies as applied to creative and marketing teams.

Responsibilities

Define and lead the transformation roadmap for Creative and Studio operations, moving the organization from current-state ways of working toward a simpler, faster, more scalable operating model.
Challenge legacy processes and operating norms, identifying where work can be eliminated, simplified, automated, or fundamentally redesigned rather than incrementally improved.
Establish and embed agile or hybrid ways of working across Creative and Production, creating operating rhythms that enable teams to prioritize effectively, respond quickly to changing business needs, and accelerate work from brief through delivery.
Partner with Creative and Marketing leadership to define how teams should work together, clarifying decision rights, handoffs, roles, and accountability across the end-to-end creative lifecycle.
Lead the Project Management teams responsible for delivering end-to-end support for creative and production projects across marketing channels (digital, print, video, social, etc.).
Oversee high-level operations and data analytics across the Creative and Studio organizations, supporting capacity planning, team performance, and operational effectiveness.
Own the development, optimization, and governance of scalable creative workflows, ensuring alignment across intake, prioritization, production, review, and delivery.
Oversee the strategy, implementation, and ongoing improvement of project management tools and workflow platforms (e.g., Workfront, Airtable, Asana, Smartsheet).
Drive change management initiatives that modernize and elevate creative operations, ensuring that updates to processes, tools, and structures are clearly communicated, adopted, and sustained.
Champion operational clarity, guiding teams through transitions with confidence and structure while reinforcing shared ownership of new processes.
Collaborate with marketing, creative, production, merchandising, and analytics partners to ensure workflows support business priorities and creative excellence.
Manage project intake processes and operational planning cadences to ensure resources are properly allocated and timelines are met.
Build and maintain reporting frameworks and dashboards that provide actionable insights into workflow health, project status, and team capacity.
Lead, mentor, and grow a high-performing team of program and project managers, fostering a culture of collaboration, accountability, and operational excellence.
Act as the central operational liaison across internal and external teams to ensure seamless coordination throughout the creative production lifecycle.
Proactively identify systemic operational gaps, inefficiencies, and unclear ownership across the creative lifecycle, including issues not yet fully defined.
Establish the right processes, accountability, and operating mechanisms to address them and drive continuous improvement.

Benefits

Comprehensive medical, dental, vision benefits
wellness programs and resources
401k
new hire and annual equity grant
annual bonus
medical/Rx
vision
dental
life
disability
hospital indemnity
critical illness
accident
parental leave
family services benefits
backup dependent care
flexible spending accounts
telemedicine
pet adoption reimbursement
employee assistance program
discounts including 10% off pet insurance and 20% off at Chewy.com
unlimited PTO, subject to manager approval
six paid holidays per year
paid sick and family leave in compliance with applicable state and local regulations