Chewy Program Manager, Clinic Success Enablement in Boston, Massachusetts
Chewy’s mission is to be the most trusted and convenient online destination for pet parents and partners everywhere. We view pets (and pet parents) as family and are obsessed with meeting their needs and exceeding customer expectations through every interaction. Within Chewy, the Chewy Health team is focused on re-defining how vets and pet parents care for their pets and are on a multi-year journey to build a set of new pet parent and veterinarian facing services, delivered via our Practice Hub platform, making it easier to keep pets of all shapes and sizes leading healthy, happy lives.
As part of this mission, Chewy Health is currently seeking an experienced individual to fill our Program Manager – Clinic Enablement position to support the Practice Hub Clinic Success Team. This role can be based in Bellevue, WA, Boston, MA or Plantation, FL. We are looking for an individual who is passionate about driving customer outcomes and creating organizational change. The Sr. PM will develop SOPs and playbooks for active clinics in Practice Hub and own development of Account Plans that will increase their revenue and usage of Practice Hub. In this role you will partner with Clinic Success, Learning and Development, Product, Legal, Pharmacy, and other cross functional teams to create and implement processes, training, messaging, tools, and content that will create the most effective Clinic Success organization in the world.
What You’ll Do:
Partner with Clinic Success leaders to identify gaps and build specific enablement programs and learning paths
Enable the Clinic Success team to help their clinics successfully adopt Practice Hub and leverage it to drive their respective business outcomes
Design the clinic onboarding journey with a goal to decrease the time to first usage
Create, document, and drive adoption and adherence to Clinic Playbooks to increase usage and enhance the Clinic experience in Practice Hub
Create, document, and drive adoption and adherence to standard operating procedures for Clinic Success team
Coordinate, maintain, and communicate new program launches, features, and process changes to drive awareness to clinic-facing teams and clinics
Work with Learning and Development to develop training programs for continuous upskilling
Utilize NPS scores, and Voice of Clinic results to develop clinic-approved talking points in response to clinic feedback
Create mechanism with Clinic Success Leadership Team to surface new intakes requests, revisit feedback, and program status updates.
Develop and implement a consistent, repeatable, and successful clinic lifecycle journey in conjunction with the sales team.
What You’ll Need:
Undergraduate degree in Business Management, or a related discipline
5+ years of experience related to portfolio, program, and/or project management in business-to-business roles
1+ years of experience related to Enterprise Customer Success in a SaaS organization
Strong oral and written communication skills up to VP-level
Track record of delivering results in a fast-paced environment
Proficiency with the following: Gainsight, Salesforce.com, Lucidchart, Jira, Confluence, SendGrid, Oracle, MS Office
Ability to connect delivery to business impacts in support of prioritizing work to the highest value & strategizing delivery options (thought leadership)
Experience in using qualitative and quantitative data to advise recommendations
Comfortable working in a very fast-paced, results-oriented environment
Deep knowledge of Agile, Lean and Six Sigma methodologies
Position may require travel
Experience in veterinary or pharmaceutical industry
Project management officer or similar role
Chewy is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members. 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.
If you have a question regarding your application, please contact HR@chewy.com.