Senior Program Manager

Chewy • Boston, MA

33d • $118,500 - $189,500

About The Position

Our Opportunity: Chewy is looking for a Senior Program Manager to own the RX-segmented supply chain for Delivery Experience (DEX). This role is responsible for programmatically building, scaling, and improving the end-to-end customer experience for RX deliveries, with a particular focus on how and when we communicate with customers across the RX journey. This is a high-impact, high-visibility role that requires the ability to quickly develop deep expertise in RX delivery operations, including fulfillment constraints, compliance considerations, delivery execution, and customer expectations. The successful candidate will operate in ambiguous problem spaces, define what great RX delivery experience looks like, and influence senior leaders to align behind data-driven decisions that materially improve customer trust and outcomes. This role partners closely with cross-functional teams and leaders to deliver results in a collaborative, inclusive environment and is expected to operate with a high degree of ownership and autonomy.

Requirements

• Bachelor’s degree in Supply Chain, Operations, Business, Engineering, or a related field
• 5+ years of experience in program management, operations, supply chain, or customer experience roles within complex, cross-functional environments
• Demonstrated ability to influence stakeholders and senior leaders through data-driven insights and clear narratives
• Strong analytical skills, with experience using data to identify trends, root causes, and opportunities
• Exceptional written and verbal communication skills, including experience presenting to senior leadership
• Proven ability to operate effectively in ambiguous situations with evolving requirements
• High ownership mindset with a track record of driving large, complex initiatives end to end

Nice To Haves

• Experience in healthcare, pharmacy, RX fulfillment, or other regulated supply chains
• Experience designing or scaling customer communication frameworks tied to operational execution
• Familiarity with ecommerce delivery operations and customer experience metrics
• MBA or advanced degree in Operations, Supply Chain, or a related discipline
• Demonstrated ability to build durable mechanisms and operating rhythms that scale

Responsibilities

• Own the end-to-end RX delivery experience roadmap, from order placement through final delivery, with a focus on customer communication and expectation-setting
• Programmatically design, launch, and scale RX-specific customer experience mechanisms, including proactive and reactive communications tied to supply chain events
• Rapidly build domain expertise in RX fulfillment, delivery constraints, and customer expectations, becoming a trusted subject-matter partner to stakeholders
• Partner with Technology, Pharmacy Operations, Legal and Compliance, Customer Service, Supply Chain, and Product to align priorities and execution
• Use data to identify customer pain points, quantify impact, and influence prioritization and investment decisions
• Define success metrics for RX delivery experience and establish mechanisms to inspect performance and drive continuous improvement
• Lead cross-functional initiatives in ambiguous, evolving problem spaces, bringing structure and clarity through data and structured thinking
• Anticipate risks, manage escalations, and remove blockers to ensure high-quality execution
• Communicate clearly and effectively through written documents, executive-level readouts, and verbal updates, including data-backed recommendations that may challenge existing assumptions
• Balance near-term customer impact with long-term, scalable solutions that sustainably improve RX delivery experience

Benefits

• 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

What This Job Offers

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