Senior Program Manager - Payment Operations

$129,500 - $207,000/Yr

Chewy - Bellevue, WA

Full-time - Mid Level

Onsite - Bellevue, WA

1-10 employees

Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers

About the position

The Senior Program Manager - Payment Operations at Chewy is responsible for leading payment key performance indicators (KPIs) and designing process improvement initiatives to enhance the organization's payment processing and customer experience. This role involves collaboration with various teams, including vet clinic staff, engineering, product, and customer care, to optimize payment functions and drive critical metrics improvements.

Responsibilities

• Own the health and performance of the healthcare payment ecosystem
• Identify, design, and implement payment optimization strategies to increase order success rates and reduce customer churn
• Implement processes in collaboration with cross-functional teams to improve payment processing
• Develop expertise and serve as a Subject Matter Expert (SME) on payment processes and partnerships to support the overall organization
• Coordinate with external payment partners to understand industry trends and upcoming changes that will affect processing
• Drive recurring business reviews with partner teams

Requirements

• Bachelor's degree in business administration, finance, operations management, related field or equivalent experience
• 3+ years' experience in payments/payment operations at a retail (or similar) company (preferred experience with both ecommerce and in-person)
• Understanding of payment processing including in-person payments, ecommerce, and recurring billing
• Experience driving payments critical metrics improvements
• Be data driven; able to analyze, communicate, and present metrics to support recommendations
• Excellent written and verbal communication skills
• Ability to deliver on time-sensitive tasks while maintaining attention to detail
• Strong partner leadership skills
• Ability to deliver initiatives from conception to completion

Benefits

• 401k
• 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
• discounts on pet insurance and 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