Program Manager - Change Management

Chewy • Boston, MA

1d • $95,500 - $152,500 • Hybrid

About The Position

Chewy Health is seeking an experienced Program Manager, Change Management to join their PracticeHub team. This role will lead the people, process, and adoption strategies necessary for the successful implementation of cross-functional business, product, and operational changes. The position owns change-management workstreams from initial assessment through launch and stabilization, partnering with various teams to ensure stakeholders understand changes, are prepared to operate differently, and adopt new capabilities. The ideal candidate combines disciplined program management with a strong understanding of organizational change, capable of managing complex work, building stakeholder relationships, translating business objectives into change strategies, and using data to improve adoption.

Requirements

• Bachelor’s degree in business, organizational development, communications, program management, or a related field or equivalent professional experience.
• +4 years of experience in program management, project management, change management, business transformation, operations, or a related discipline.
• Demonstrated experience leading change or enablement workstreams across complex, cross-functional initiatives.
• Experience developing change strategies, impact assessments, stakeholder plans, communications, training approaches, or readiness plans.
• Experience developing reusable change-management playbooks, templates, governance mechanisms, or measurement frameworks.
• Strong program-management skills, including planning, dependency management, risk mitigation, status reporting, and stakeholder alignment.
• Ability to independently manage a complex workload while seeking guidance for decisions with broader organizational impact.
• Strong written, verbal, facilitation, and executive-communication skills.
• Ability to influence stakeholders without direct authority and build trusted relationships across organizational levels.
• Analytical mindset with experience using data and qualitative feedback to evaluate adoption and improve outcomes.
• Strong judgment, attention to detail, and ability to operate effectively in a changing environment.
• Familiarity with Jira, Confluence, Microsoft 365, reporting tools, and other program-management platforms.

Nice To Haves

• MBA or Masters
• Proficiency with SQL, Lucidchart, or TeamGantt
• Change-management certification or demonstrated experience applying a structured methodology such as Prosci ADKAR, Kotter, or an equivalent framework.
• Experience in healthcare, veterinary services, e-commerce, pharmacy, or another regulated and operationally complex environment.

Responsibilities

• Develop and execute change-management strategies for product launches, process improvements, business transformations, and other cross-functional initiatives.
• Conduct change-impact and readiness assessments to identify affected audiences, operational impacts, risks, capability gaps, and adoption needs.
• Create integrated change plans covering stakeholder engagement, communications, training, operational readiness, launch support, and reinforcement.
• Define the scope, milestones, deliverables, dependencies, owners, and success measures for each change-management workstream.
• Manage a roadmap of change initiatives within the broader Program Management portfolio, balancing competing priorities and stakeholder needs.
• Own relationships with business leaders, frontline teams, Product, Operations, Training, Communications, and other change partners.
• Translate business objectives and stakeholder feedback into clear change-management decisions and actions.
• Develop stakeholder maps, engagement strategies, leadership talking points, FAQs, launch communications, and manager toolkits.
• Tailor messaging to different audiences, ensuring stakeholders understand what is changing, why it matters, when it will occur, and what actions they need to take.
• Facilitate alignment sessions, readiness reviews, feedback forums, and other change-related working sessions.
• Proactively identify resistance, confusion, or misalignment and develop targeted interventions.
• Lead change workstreams from intake and planning through implementation, stabilization, and closure.
• Maintain integrated plans, decision logs, risk and issue registers, status reporting, and executive-level updates.
• Coordinate dependencies across multiple functions and ensure change activities are incorporated into the broader program plan.
• Establish clear roles, decision rights, escalation paths, and readiness criteria.
• Surface risks early, develop mitigation strategies, and drive cross-functional resolution of issues that could affect readiness or adoption.
• Partner with program and operational leaders to establish launch gates and operational acceptance criteria.
• Partner with subject-matter experts and training teams to identify capability needs and develop appropriate learning and enablement solutions.
• Ensure SOPs, job aids, training materials, support resources, and escalation paths are complete before launch.
• Coordinate operational-readiness assessments and recommend whether teams are prepared to adopt and sustain a change.
• Develop reinforcement strategies that extend beyond initial launch communications and training.
• Support launch and stabilization activities, including issue monitoring, feedback collection, and adoption interventions.
• Define change and adoption measures in partnership with Analytics, Operations, Product, and program owners.
• Monitor indicators such as awareness, readiness, training completion, utilization, behavior change, stakeholder sentiment, issue volume, and operational performance.
• Translate adoption data and stakeholder feedback into actionable recommendations.
• Lead post-launch retrospectives and ensure lessons learned inform future initiatives.
• Identify recurring change challenges and develop scalable solutions, templates, playbooks, and operating standards.
• Improve the organization’s overall change-management capability through reusable tools and consistent practices.

Benefits

• 401k
• new hire and annual equity grant
• annual bonus (for C08+ positions)
• medical/Rx insurance
• vision insurance
• dental insurance
• life insurance
• disability insurance
• hospital indemnity insurance
• critical illness insurance
• accident insurance
• parental leave
• family services benefits
• backup dependent care
• flexible spending accounts
• telemedicine
• pet adoption reimbursement
• employee assistance program
• 10% off pet insurance
• 20% off at Chewy.com
• unlimited PTO (subject to manager approval)
• six paid holidays
• paid sick and family leave (in compliance with applicable state and local regulations)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level