Program Manager, Payment Operations

Job Description:
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 deeply committed to meeting their needs and exceeding customer expectations through every interaction.
Within Chewy, the Payments team is passionate about improving the customer's checkout experience. They focus on growing payment success rates and reducing friction. They support the operational health of Chewy's payment ecosystem through strong operational execution and data-driven insights.
To support this mission, Chewy is hiring a Program Manager, Payment Operations located in Bellevue, WA. In this role, you will assist payment operations programs with a strong emphasis on monitoring critical metrics, analyzing performance, and mining data. This will help teams quickly identify issues, understand trends, and improve operations.
You will work closely with experienced program leaders and teams from Engineering, Customer Care, Analytics, and Product. You will support reporting, investigate payment performance drivers, and improve access to the health of the payment ecosystem.
This is an execution-focused role ideal for someone early in their program management career who is comfortable working with data, has hands-on SQL experience, and is looking to deepen their expertise in payment operations within a fast-paced environment.
What You'll Do:

• Act as the day-to-day owner of payment operations ticketing processes, including intake, triage, prioritization, handling blocking issues, and tracking through resolution, in alignment with defined SLAs and mentorship from senior program managers
• Monitor payment performance and operational health, including authorization rates, declines, incidents, and defects, and surface trends, risks, and anomalies to cross-functional partners
• Coordinate investigation and resolution of payment issues, working with engineering, risk, client support, data analysis, and external partners, and ensuring clear documentation and communication throughout the lifecycle
• Document and maintain operational workflows, playbooks, and runbooks, and contribute recommendations for process improvements based on observed gaps or inefficiencies
• Support continuous improvement efforts by finding opportunities to improve operational efficiency, tooling, and visibility, and partnering with Team Members to inspire changes forward
• Prepare clear, concise updates and materials for collaborator and leadership reviews, including status, metrics, risks, and recommended next steps
• Advance issues and decisions appropriately, bringing forward data, context, and options to support timely decision-making by senior project managers and leaders

What You'll Need:

• Bachelor's degree in business, operations, information systems, or a related field, or demonstrated equivalent experience
• Over 2 years involved in program management, project coordination, or operations roles, handling responsibilities for carrying out defined processes or workstreams
• 1+ years of experience supporting payment operations in a merchant, ecommerce, or FinTech environment, with exposure to payment performance monitoring and issue resolution
• Foundational understanding of payment processing concepts, including authorization, settlement, refunds, chargebacks, and payment gateways
• Comfort working with operational metrics and dashboards to monitor performance, identify issues, and support day-to-day decision-making
• Ability to assess operational issues, determine appropriate prioritization and customer concern paths, and bring forward clear context and recommendations to Team Members and partners
• Experience documenting and maintaining operational processes, workflows, or playbooks in a cross-functional environment
• Strong written and verbal communication skills, capable of clearly detailing issues, actions, and outcomes for diverse collaborators
• Strong organizational skills and attention to detail, with the ability to manage multiple priorities while maintaining execution quality
• A proactive, problem-solving approach and comfort working in a fast-paced, operational environment

Work Arrangement:

• Hub Locations: Bellevue, WA
• Hybrid Model: 3+ days in hub location per week
• Remote: This role is NOT a remote role.

The base salary range for this role is $95,500 - $152,500.00.

• 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 [email protected].
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