Program Manager, Merchandising Operations

Job Description:

Our Opportunity

Chewy is seeking an Enablement Lead to join our Merchandising Operations organization. This role will own the strategy and execution for how internal and external users learn, adopt, and successfully use the Chewy Partner Hub (CPH).

This person will build scalable enablement programs across training, onboarding, help content, SOPs, job aids, webinars, live learning, and AI-enabled support experiences. They will ensure users have clear, practical guidance for key workflows and that recurring friction is translated into better content, stronger education, and more effective adoption strategies.

This is a high-ownership role for a builder who can create structure where it does not exist today. The right candidate will be able to identify enablement gaps, prioritize the highest-impact opportunities, simplify complex workflows, and partner across Product, Operations, Voice Programs, Analytics, Category Management, and vendor-facing teams to improve user outcomes.

Our ideal candidate has strong judgment, operates effectively in ambiguity, and is passionate about helping people succeed through better education, tools, and support. They are a strong communicator who can translate complex processes into simple, useful guidance and build scalable programs that reduce confusion, improve adoption, and strengthen trust.

What You’ll Do

• Own the strategy for CPH training, onboarding, adoption, and support content across internal and external user groups.
• Build and maintain scalable help content, SOPs, job aids, onboarding materials, workflow guides, and support documentation for key CPH processes and recurring issues.
• Develop enablement experiences that support different learning styles through written guidance, webinars, live sessions, recorded walkthroughs, office hours, and other scalable formats.
• Create structured onboarding programs for new users and new hires so they can ramp quickly and confidently.
• Own adoption strategies for newly launched CPH tools, features, and workflows, including readiness planning, communications, training, reinforcement, and post-launch follow-up.
• Partner with Product and business stakeholders to understand upcoming changes, assess user impact, and determine the enablement required for successful launch and adoption.
• Facilitate steering committee sessions, establish clear operating mechanisms, and translate the feedback into prioritized enablement, content, process, and product actions.
• Identify recurring user friction across support channels, training sessions, office hours, help requests, and SME feedback, then determine where stronger education or clearer guidance can reduce repeat issues.
• Partner with the Voice Programs lead to translate recurring user themes into targeted training and content interventions.
• Partner with Vendor Experience Operations to identify high-friction ticket drivers and address them through stronger help content, and in-tool guidance.
• Use data and feedback to assess training effectiveness, content quality, adoption, repeat support needs, and areas requiring additional intervention.
• Establish content governance and maintenance mechanisms so enablement materials remain accurate, current, easy to find, and aligned to evolving workflows.
• Use AI thoughtfully to improve how users access support, receive tailored guidance, and resolve common questions without increasing manual dependency.
• Recommend where CPH education and support content should live and partner with Product and related teams on the tooling or platform needed to scale access.
• Provide clear updates in steering committees and other cross-functional forums on adoption risks, enablement priorities, user readiness, and progress against key actions.
• Build trusted partnerships across Product, Category Management, Vendor Experience, Analytics, Operations, and other stakeholder teams to drive alignment and action.

What You’ll Need

• 5+ years of experience in program management
• Experience in product enablement, training, change management, product adoption, or a related field.
• Experience designing and delivering training, onboarding, help content, SOPs, job aids, webinars, or similar enablement programs.
• Demonstrated ability to simplify complex workflows and translate them into clear, practical guidance for different user groups.
• Strong program management skills, including the ability to prioritize work, create structure, manage dependencies, and drive action across multiple teams.
• Experience supporting product launches, process changes, tool adoption, or organizational change.
• Proven ability to operate effectively in ambiguous environments and independently determine the right path forward.
• Strong written and verbal communication skills, with the ability to influence cross-functional stakeholders and tailor communication to different audiences.
• Experience gathering feedback, identifying recurring themes, and translating user friction into training, content, process, or product recommendations.
• Ability to use data and feedback to measure effectiveness, identify gaps, and improve enablement programs over time.
• Strong attention to detail and commitment to maintaining accurate, useful, and easy-to-access content.
• Experience facilitating working groups, SME forums, workshops, or cross-functional operating mechanisms.
• Comfort working with Product, Operations, Analytics, and business stakeholders without direct authority.
• Familiarity with AI-enabled support, knowledge management platforms, learning tools, or content management systems is preferred.
• Bachelor’s degree required.

• The specific salary offered to a candidate may be influenced by a variety of factors including but not limited to the candidate’s relevant experience, education, and work location. In addition, this position is eligible for 401k and a new hire and annual equity grant. C08+ positions may also be eligible for annual bonus.

We offer different types of insurance and benefits, such as medical/Rx, vision, dental, life, disability, hospital indemnity, critical illness, and accident. We offer parental leave, family services benefits, backup dependent care, flexible spending accounts, telemedicine, pet adoption reimbursement, employee assistance program, and many discounts including 10% off pet insurance and 20% off at Chewy.com. 

Exempt salary team members have unlimited PTO, subject to manager approval. Team members will receive six paid holidays per year. Team members may be eligible for paid sick and family leave in compliance with applicable state and local regulations. 

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 CAAR@chewy.com.

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