Chewy · 9 hours ago
Associate Director, Healthcare Customer Experience
Plantation, FL
Full-time
Onsite
Lead/Staff, Director/Executive
$138K/yr - $245K/yr
9+ years expChewy is seeking an Associate Director, Healthcare Customer Experience to join their Healthcare Merchandising leadership team. This role is responsible for setting the Customer Experience strategy across Chewy Healthcare and driving customer retention, prescription approvals, and overall customer trust.
E-CommercePetRetail
Responsibilities
Define and own the Pharmacy Customer Experience strategy, translating company and category priorities into a multi-year roadmap with clear business impact
Own CX outcomes across Pharmacy, including retention, approval rates, customer satisfaction, and operational efficiency. Set success metrics, establish operating cadences, and hold cross-functional partners accountable to results
Identify and size high-impact opportunities through deep data analysis, customer insights, and operational understanding. Drive prioritization decisions and tradeoffs based on ROI, customer impact, and execution complexity
Lead complex, cross-functional initiatives spanning Product, Merchandising, Operations, Customer Service, Marketing, Finance, and Engineering. Influence without authority and navigate competing priorities to drive alignment and execution
Serve as a senior thought partner to leadership, clearly articulating CX risks, opportunities, and progress. Own executive-level narratives, readouts, and recommendations
Design and evolve operating mechanisms for intake, prioritization, and governance of CX initiatives, ensuring scalability and repeatability as the business grows
Proactively identify CX risks tied to launches, process changes, and vendor dynamics. Partner with owners to mitigate issues before they impact customers
Qualification
Required
Bachelor's degree in Business Administration, Finance, Operations Management or a related quantitative degree
9–12+ years of experience in Category Management, Product Management, Program Management, Strategy, or Operations within complex, cross-functional environments
Demonstrated ability to set strategy and drive execution at scale, owning outcomes across multiple teams or business lines
Proven success influencing senior leaders and executives through clear thinking, strong narratives, and data-backed recommendations
Strong analytical and problem-solving skills, with the ability to translate ambiguous problems into structured plans
Comfort operating in high-ambiguity, high-urgency environments with significant business impact
Strong written and verbal communication skills
SQL proficiency
Ability to manage multiple time-sensitive priorities simultaneously
Position may require travel
Preferred
Experience with financial analysis and modeling
Experience in Healthcare, Pharmacy, or regulated environments
Extensive experience leading large teams & cross-functional projects
Ability to think and react in a high-energy, fast-paced environment
Entrepreneurial minds
Benefits
401k
New hire and annual equity grant
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
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
Company
Chewy
Chewy is a pet store that offers products, services, supplies, and prescriptions for pet parents and partners with online services.
10001+ employees
H1B Sponsorship
Chewy has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (250)
2024 (164)
2023 (223)
2022 (305)
2021 (189)
2020 (161)
Funding
Current Stage
Public CompanyTotal Funding
$951MKey Investors
Lone Pine CapitalWells Fargo Capital FinanceBlackRock
2024-09-19Post Ipo Secondary· $500M
2019-06-13IPO
2017-04-18Acquired
Leadership Team
Michael Hyman
Vice President
Soma Bulusu
Vice President, Engineering and IT
Recent News
The Motley Fool
2026-01-24
Benzinga.com
2026-01-13
The Motley Fool
2026-01-09
Company data provided by crunchbase