Senior Program Manager - Payment Operations

Chewy - Boston, MA

Full-time - Mid Level

Onsite - Boston, MA

1,001-5,000 employees

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

About the position

The Senior Program Manager - Payment Operations at Chewy is responsible for overseeing the health and success of the payment ecosystem for critical business areas, including Healthcare. This role involves leading payment KPIs, designing process improvement initiatives, and collaborating with various teams to enhance payment processing and customer experience. The ideal candidate will have significant experience in payment operations within retail environments, particularly in e-commerce and physical stores.

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
• Ability to travel up to 15% of the time