Senior Program Manager - Sales Systems and Operations

Chewy•Boston, MA

2d•Hybrid

About The Position

Chewy’s mission is to be the most trusted and convenient destination for pet parents and partners everywhere. Within Chewy Health, we are redefining how veterinarians and pet parents care for their pets through our PracticeHub platform; a critical pillar in delivering scalable, seamless healthcare services to clinics and customers. We are seeking a Sr. Program Manager, Sales Systems and Operations to serve as the business Product Owner for Salesforce and related Sales Operations workflows. This role will own the business roadmap for Salesforce, partnering closely with PracticeHub Sales and Program Operations teams to gather requirements, prioritize enhancements, and deliver scalable solutions with Salesforce Development, Analytics, and Product partners. The ideal candidate will establish operating mechanisms for roadmap intake, prioritization, user feedback, release planning, and adoption while ensuring Salesforce continues to evolve to support business growth, operational efficiency, and an exceptional user experience.

Requirements

Bachelor’s degree or equivalent experience.
6+ years of experience in program management, product management, business operations or related fields.
Advanced proficiency with Salesforce, including demonstrated experience owning CRM roadmaps and supporting Sales Operations strategy, processes, and execution.
Experience acting as a product owner or business owner for tools, systems, workflows, operational platforms, or issue management programs.
Strong ability to partner with Sales, Operations, Product, and Engineering teams to translate user needs and platform issues into scalable processes and system requirements.
Proven ability to manage complex cross-functional initiatives from discovery through delivery, issue resolution, and adoption.
Strong analytical skills with experience using data to prioritize work, measure outcomes, and drive continuous improvement.
Excellent written and verbal communication skills, including experience communicating with senior stakeholders.
Ability to operate independently in ambiguity, create structure, and drive alignment across multiple teams.
Strong ownership, attention to detail, and ability to manage competing priorities in a fast-paced environment.

Nice To Haves

Experience in Sales Operations, Revenue Operations, CRM Operations, platform operations, healthcare, veterinary, marketplace, or platform-based operations.
Experience partnering with Product and Engineering teams to deliver tooling improvements or resolve platform defects.
Experience with UAT, release management, requirements documentation, dashboards, issue intake mechanisms, or operational reporting.
Proficiency with SQL, Tableau, Looker, Lucidchart, Jira, Confluence, Smartsheet, or similar tools.
MBA, Master’s degree or equivalent experience.

Responsibilities

Own the Salesforce roadmap ensuring it supports clinic facing and program operations teams throughout the full clinic lifecycle.
Serve as the primary business owner and SME for Salesforce enhancements, workflows, reporting, adoption, and issue resolution.
Partner with Engineering, Product, Operations, Sales, Business Systems, and other teams to resolve platform defects, workflow blockers, and operational pain points.
Own the relationship with Chewy’s Salesforce developer, including roadmap discussions, platform opportunities, and issue escalation.
Partner closely with PracticeHub Sales leadership and frontline users to understand pain points, gather requirements, and prioritize solutions.
Translate business needs and platform issues into clear requirements, user stories, acceptance criteria, launch plans, and success metrics.
Own CRM data governance mechanisms and establish KPIs to measure Salesforce adoption, data quality, workflow efficiency, defect reduction, issue resolution, and business impact.
Support UAT, release readiness, change management, training, documentation, and post-launch adoption.
Communicate roadmap priorities, platform issue status, risks, tradeoffs, and recommendations to senior stakeholders.

Benefits

401k
new hire and annual equity grant
annual bonus
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