Program Manager - Change Management

Job Description:

Location: Boston, MA or Bellevue, WA

Hybrid: 3 days per week in office

Our Opportunity:

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 redefining how veterinarians 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 PracticeHub 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, Change Management position, joining our PracticeHub team based in Bellevue, WA, or Boston, MA. The candidate we are looking for will lead the people, process, and adoption strategies required to successfully implement cross-functional business, product, and operational changes. This role will own change-management workstreams from initial assessment through launch and stabilization. The Program Manager will partner across Program, Product, Pharmacy Operations, Engineering, Legal, Analytics, and other functional teams to ensure affected stakeholders understand upcoming changes, are prepared to operate differently, and successfully adopt new capabilities.

The ideal candidate combines disciplined program management with a strong understanding of organizational change. They can independently manage complex work, build trusted stakeholder relationships, translate business objectives into actionable change strategies, and use data and feedback to improve adoption.

What You’ll Do:

Change Strategy and Planning

• Develop and execute change-management strategies for product launches, process improvements, business transformations, and other cross-functional initiatives.

• Conduct change-impact and readiness assessments to identify affected audiences, operational impacts, risks, capability gaps, and adoption needs.

• Create integrated change plans covering stakeholder engagement, communications, training, operational readiness, launch support, and reinforcement.

• Define the scope, milestones, deliverables, dependencies, owners, and success measures for each change-management workstream.

• Manage a roadmap of change initiatives within the broader Program Management portfolio, balancing competing priorities and stakeholder needs.

Stakeholder Engagement and Communications

• Own relationships with business leaders, frontline teams, Product, Operations, Training, Communications, and other change partners.

• Translate business objectives and stakeholder feedback into clear change-management decisions and actions.

• Develop stakeholder maps, engagement strategies, leadership talking points, FAQs, launch communications, and manager toolkits.

• Tailor messaging to different audiences, ensuring stakeholders understand what is changing, why it matters, when it will occur, and what actions they need to take.

• Facilitate alignment sessions, readiness reviews, feedback forums, and other change-related working sessions.

• Proactively identify resistance, confusion, or misalignment and develop targeted interventions.

Program Delivery and Governance

• Lead change workstreams from intake and planning through implementation, stabilization, and closure.

• Maintain integrated plans, decision logs, risk and issue registers, status reporting, and executive-level updates.

• Coordinate dependencies across multiple functions and ensure change activities are incorporated into the broader program plan.

• Establish clear roles, decision rights, escalation paths, and readiness criteria.

• Surface risks early, develop mitigation strategies, and drive cross-functional resolution of issues that could affect readiness or adoption.

• Partner with program and operational leaders to establish launch gates and operational acceptance criteria.

Training, Readiness, and Adoption

• Partner with subject-matter experts and training teams to identify capability needs and develop appropriate learning and enablement solutions.

• Ensure SOPs, job aids, training materials, support resources, and escalation paths are complete before launch.

• Coordinate operational-readiness assessments and recommend whether teams are prepared to adopt and sustain a change.

• Develop reinforcement strategies that extend beyond initial launch communications and training.

• Support launch and stabilization activities, including issue monitoring, feedback collection, and adoption interventions.

Measurement and Continuous Improvement

• Define change and adoption measures in partnership with Analytics, Operations, Product, and program owners.

• Monitor indicators such as awareness, readiness, training completion, utilization, behavior change, stakeholder sentiment, issue volume, and operational performance.

• Translate adoption data and stakeholder feedback into actionable recommendations.

• Lead post-launch retrospectives and ensure lessons learned inform future initiatives.

• Identify recurring change challenges and develop scalable solutions, templates, playbooks, and operating standards.

• Improve the organization’s overall change-management capability through reusable tools and consistent practices.

What You’ll Need:

• Bachelor’s degree in business, organizational development, communications, program management, or a related field or equivalent professional experience.

• +4 years of experience in program management, project management, change management, business transformation, operations, or a related discipline.

• Demonstrated experience leading change or enablement workstreams across complex, cross-functional initiatives.

• Experience developing change strategies, impact assessments, stakeholder plans, communications, training approaches, or readiness plans.

• Experience developing reusable change-management playbooks, templates, governance mechanisms, or measurement frameworks.

• Strong program-management skills, including planning, dependency management, risk mitigation, status reporting, and stakeholder alignment.

• Ability to independently manage a complex workload while seeking guidance for decisions with broader organizational impact.

• Strong written, verbal, facilitation, and executive-communication skills.

• Ability to influence stakeholders without direct authority and build trusted relationships across organizational levels.

• Analytical mindset with experience using data and qualitative feedback to evaluate adoption and improve outcomes.

• Strong judgment, attention to detail, and ability to operate effectively in a changing environment.

• Familiarity with Jira, Confluence, Microsoft 365, reporting tools, and other program-management platforms.

• Position may require travel

Bonus:

• MBA or Masters

• Proficiency with SQL, Lucidchart, or TeamGantt

• Change-management certification or demonstrated experience applying a structured methodology such as Prosci ADKAR, Kotter, or an equivalent framework.

• Experience in healthcare, veterinary services, e-commerce, pharmacy, or another regulated and operationally complex environment.

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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