Senior Program Manager, Payment Operations - Payment Optimization

Chewy•Boston, MA

1d•$118,500 - $207,000•Hybrid

About The Position

Chewy is seeking a Senior Program Manager, Payment Operations - Payment Optimization to join their Payments team. This role will be responsible for driving payment performance, operational readiness, partner escalation, incident response, and cross-functional execution for complex payment capabilities. The ideal candidate will have a strong background in payments and operations within an e-commerce or fintech environment, with the ability to lead cross-functional teams to improve payment success, authorization performance, customer retention, and operational reliability. This role requires effective partnership across various departments and external payment partners.

Requirements

Bachelor's degree in business, finance, operations, technology, or related field, or equivalent practical experience.
8+ years of experience in payments, fintech, ecommerce, retail, subscription billing, omnichannel operations, or another scaled operational environment.
5+ years leading complex cross-functional programs with Product, Engineering, Analytics, Finance, Accounting, Customer Care/Operations, Legal/Compliance, and external partners.
Experience supporting complex order and payment scenarios where a single order or customer transaction may require multiple authorizations, MCC configurations, settlement paths, or downstream reconciliation.
Demonstrated experience owning payment KPIs and operational outcomes such as payment success rate, authorization rate, decline rate, retry recovery, backup payment method performance, involuntary churn, dispute rate, reconciliation quality, cost of payments, or operational SLA performance.
Direct experience with card-not-present and recurring payment flows, including processors, acquirers, issuers, card networks, digital wallets, stored credentials, tokenization, account updater, settlement, refunds, disputes, and reconciliation.
Experience supporting ecommerce, subscription, and repeat purchase payment environments where reliability directly affects customer retention and business performance.
Strong analytical capability with the ability to use payment data, processor reporting, decline trends, authorization performance, customer feedback, and operational defects to identify root causes and drive action.
Proven ability to operate in ambiguity, dive deep into details, and lead teams through issue resolution without direct authority.
Strong vendor and partner management experience, including performance reviews, escalations, SLA management, roadmap alignment, and operational improvement plans.
Excellent written and verbal communication skills, including experience preparing executive-level narratives, business reviews, and decision recommendations.
Ability to deliver time-sensitive initiatives while maintaining strong attention to detail and ownership of follow-through.
Ability to travel up to 15% of the time.

Nice To Haves

Experience with payment models that include multi-authorization flows, multiple MCC configurations, settlement, and reconciliation.
Experience improving authorization performance through issuer, network, processor, card type, tokenization, digital wallet, debit routing, MCC, or decline-code analysis.
Experience launching or scaling payment capabilities that support high-volume stored payment methods.
Experience improving payment observability, operational support models, and partner performance in a high-volume environment.
Experience with card-not-present payment operations, including ecommerce, fintech, subscription, or other complex digital payment workflows.

Responsibilities

Own the operational health, performance, and optimization roadmap for advanced authorization capabilities, stored payment, and recurring, including multi-authorization flows, multiple MCC configurations, and payment method lifecycle workflows.
Define, monitor, and improve key payment metrics, including payment success rate, authorization performance, retry recovery, decline trends, multi-authorization outcomes, MCC configuration impacts, incident volume, and operational SLA performance.
Serve as the senior payment operations owner for launches, enhancements, defects, partner escalations, operational readiness, and post-launch performance management.
Lead cross-functional programs across Product, Engineering, Customer Care, Analytics, Finance, Accounting, Legal/Compliance, and external payment partners.
Identify payment defects, reliability risks, and customer friction across complex authorization, stored credential, and recurring flows; quantify customer, operational, and financial impact; and drive prioritized resolution.
Partner with payment processors, wallet providers, tokenization providers, and other third parties to manage operational performance, roadmap dependencies, issue resolution, SLAs, and improvement plans.
Analyze issuer, network, processor, card type, wallet, MCC, tokenization, debit routing, retry, and decline-code trends to identify optimization opportunities.
Build executive-ready narratives, business reviews, and recommendations that connect payment performance, customer experience, retention, cost, risk, and business impact.
Serve as a payments subject matter expert for card-not-present, stored credential, recurring billing, multi-authorization, tokenization, digital wallet, debit routing, MCC, refund, reconciliation, and operational support workflows.

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 per year
paid sick and family leave (in compliance with applicable state and local regulations)