Senior Program Manager, Payment Operations

Our Opportunity
Chewy's mission is to be the most trusted and convenient destination for pet parents and partners everywhere. We view pets (and pet parents) as family and are dedicated to meeting their needs and exceeding customer expectations through every interaction. Within Chewy, the Payments team is passionate about constantly improving the experience for our customers. They develop new and better ways to pay, improve the efficiency of order fulfillment, and cut costs.
To support this mission, Chewy is hiring a Senior Program Manager, Payment Operations located in Bellevue, WA, or Plantation, FL offices. Reporting to the Head of Payment Operations and Partnerships, you will coordinate the health and success of the payment network. This network supports important Chewy businesses, including Healthcare. You will monitor payment metrics, build process improvements and lead operational initiatives that drive our goals as an organization. You will partner with teams across the organization including engineering, product, customer care, and analytics to improve payment integration, metrics and customer experience. The ideal candidate for this role will have demonstrated experience driving critical payment functions and optimizations for complex retailers (ideally across ecommerce and physical stores).
What You'll Do

• Monitor and improve the well-being and performance of the payment ecosystem, taking responsibility for important measures related to payment
• Identify, build, and implement payment optimization strategies and solutions to increase order success rates and reduce customer churn
• Implement processes in collaboration with cross-functional teams to improve payment success rates
• Serve as a SME for complex payment processes for the overall organization
• Coordinate with external payment partners to understand industry trends and upcoming changes that will impact payment processes, costs and customers.
• Develop and drive business reviews with collaborator teams.

What You'll Need

• Bachelor's degree in business administration, finance, operations management, or 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 benchmark improvements
• Be data driven; able to analyze, communicate, and present metrics effectively to support recommendations
• Excellent written and verbal communication skills
• Capability to complete time-sensitive tasks while maintaining attention to detail
• Strong collaborator management skills
• Ability to deliver initiatives from conception to completion
• Ability to travel up to 15% of the time

Work Arrangement:

• Hybrid Model: 3 days in hub location per week
• Remote: This role is NOT a remote role.

Chewy is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, gender, citizenship, marital status, religion, age, disability, gender identity, results of genetic testing, veteran status, as well as any other legally-protected characteristic. If you have a disability under the Americans with Disabilities Act or similar law, and you need an accommodation during the application process or to perform these job requirements, or if you need a religious accommodation, please contact [email protected].
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