Senior Program Manager
Job title: Senior Program Manager in Plantation, FL at Chewy
Company: Chewy
Job description: Location: Boston, MA | Plantation, FL | Seattle, WA Remote Eligible (with travel to FCs and supply partners as needed)Position Summary: Chewy is seeking a dynamic and driven Senior Program Manager to join our growing Chewy Fulfillment Services (CFS) team. In this critical role, you will lead the development and execution of external partner management frameworks and build scalable processes and product solutions to ensure the successful launch, onboarding, and ongoing operational excellence of CFS partners. You will partner cross-functionally with Category Management, Technology, Operations, Finance, and Legal to deliver a best-in-class, third-party fulfillment program that delights customers and drives business growth. Does this sound like you? If so, we would love to hear from you! Come run with the Pack!Key Responsibilities:
- Serve as the primary operational owner for external partner (seller) management within the CFS ecosystem.
- Develop and implement scalable processes for partner onboarding, training, and operational readiness.
- Define and evolve partner performance standards (SLA metrics, scorecards) and build feedback loops to drive continuous improvement.
- Lead cross-functional initiatives to build and launch new operational processes and product enhancements that enable reliable, cost-effective fulfillment through CFS.
- Partner closely with Tech/Product teams to define and prioritize requirements for seller-facing portals, inventory visibility tools, and fulfillment integrations.
- Manage day-to-day escalations, issue resolution, and partner communications to ensure high service levels and proactive risk mitigation.
- Collaborate with internal FC Operations and Transportation teams to ensure smooth inbound and outbound flows for CFS inventory.
- Conduct regular operational health reviews with partners and internal customers; drive corrective action plans when necessary.
- Support long-term strategic planning for scaling CFS, including process automation, new service offerings, and expansion into new categories.
- 5-7+ years of program management, operations management, partner management, or supply chain experience.
- Experience building and scaling external partner operations, ideally in a fulfillment, eCommerce, or marketplace environment.
- Strong problem-solving skills and bias for action; able to navigate ambiguity and drive initiatives to completion.
- Outstanding communication, relationship-building, and cross-functional teamwork skills.
- Experience working with technical teams to define operational product requirements.
- Highly organized with the ability to manage multiple complex projects simultaneously.
- Bachelor's degree required; MBA or relevant certifications (e.g., PMP, Lean Six Sigma) preferred.
- Experience working in or with third-party logistics (3PL), marketplace, or dropship environments.
- Familiarity with fulfillment operations, WMS/OMS systems, and eCommerce fulfillment dynamics.
- Background in fast-growth, customer-obsessed organizations.