Associate Director, Technical Program Manager

About the position

At Chewy, our mission is to be the most trusted and convenient destination for pet parents and partners everywhere! As a Fortune 500 industry leader, we continue to innovate and expand our technology! We are hiring an Associate Director, Technical Program Manager - Healthcare for our Infrastructure Engineering team in Boston, MA. This position will lead an IT Service Delivery team responsible for supporting our Chewy Vet Care (CVC) and Pet Health businesses. You will oversee cross-functional initiatives, including infrastructure, technology deployments, and business expansion programs. This is a critical role that requires defining and driving program execution, balancing business needs, customer experience, and technical feasibility to deliver scalable solutions for business growth.

Responsibilities

• Build and lead a strong IT Service Delivery team, ensuring effective collaboration across Chewy’s CVC, PetHealth, IT Service Delivery, and IT Service Management teams
• Define and complete strategic programs, including technology implementations, process improvements, and operational scaling initiatives
• Scope, plan, and manage multiple programs across teams, ensuring alignment with business objectives and technology roadmaps
• Develop project plans, milestones, and risk mitigation strategies for key initiatives such as vet clinic expansion, staff onboarding, IT enhancements, and cross-functional technology deployments
• Collaborate with Pet Health leadership, Learning and Development, and IT engineering teams to define program objectives and success metrics
• Monitor and mitigate risks, ensuring wide visibility through effective status reporting and escalation mechanisms
• Optimize technical processes, identifying efficiencies and defining standard methodologies for project management and execution
• Drive data-driven decision-making by implementing critical metrics, reporting mechanisms, and performance tracking for ongoing initiatives
• Lead cross-team coordination to ensure the timely delivery of infrastructure, software, and operational projects
• Evaluate and implement standard processes for IT and business program management

Requirements

• 10+ years of experience in technical program management or IT program leadership
• Bachelor’s degree in Computer Science, Operations Management, Business Administration, or a related technical field
• Experience managing large-scale programs within technology, operations, logistics, or infrastructure
• Strong project management skills, including experience with Agile, Kanban, or Waterfall methodologies
• Expertise in IT infrastructure, network deployment, and technology lifecycle management
• Excellent cross-functional leadership skills to drive alignment across engineering, product, and business teams
• Strong analytical skills, including the ability to use data to drive decision-making and measure program success
• Ability to manage vendor contracts, relationships, and service-level agreements (SLAs)
• Outstanding communication and organizational skills to manage multiple initiatives and partner relationships
• Experience leading risk assessment and mitigation strategies for complex technology deployments

Nice-to-haves

• MBA or advanced degree in a related technical field
• Six Sigma, PMP, or Agile certification
• Experience managing IT infrastructure and business technology projects in an e-commerce or retail environment
• Prior experience in operations, logistics, or supply chain technology implementation
• Experience with IT governance, compliance, and process automation
• Ability to travel up to 50% as needed for business operations and technology rollouts