Job Description:
At Chewy, we strive to be the most trusted and convenient online destination for pet parents and our partners – vets and service providers – alike. Our success is measured by the happiness of the people and pets we serve, not simply by the amount of pet supplies we deliver. That’s why we continue to think outside the Chewy box to delight, surprise, and thank our loyal pet lovers!
Your Opportunity:
As the Associate Director, HR Operations Programs, you will play a meaningful role in transforming HR Shared Services from a transactional support model. You will help build a scalable, organized HR Operations engine. You will lead the design and execution of end-to-end HR workflows across the Team Member lifecycle, using continuous improvement principles to reduce complexity, eliminate defects, and improve the overall Team Member experience. In this role, you will guide a team of HR Operations Program Managers to identify root causes, redesign processes, and implement sustainable, data-driven solutions.
You will partner across Business Leaders, Strategic HR Business Partners, and HR Centers of Excellence to define a future-state operating model that enables automation, self-service, and operational excellence at scale. As part of Chewy's Enterprise People Analytics Team, you will play a key role in creating business performance frameworks. You will define important benchmarks and develop HR Operations business review rhythms. This supports ongoing visibility and accountability. This role requires a balance of strategic vision and hands-on execution, with a strong emphasis on process design, governance, and measurable outcomes.
What You’ll Do:
- Lead the strategy and implementation of HR Operations transformation initiatives, evolving Shared Services into an efficient, scalable operating model
- Build and implement comprehensive HR workflows covering the entire Team Member lifecycle, ensuring alignment with business goals and HR strategy
- Lead the HR Operations Programs team to conduct deep process discovery, identify defect drivers, and redesign workflows for improved efficiency and experience
- Apply continuous improvement methodologies, including Lean Six Sigma principles, to eliminate waste, reduce variation, and standardize HR processes
- Establish, define, and evolve key performance indicators (targets), including Page 0 metric definitions, to measure process effectiveness, service quality, and operational efficiency
- Build and scale HR Operations Business Review mechanisms, including weekly review cycles, to drive accountability, visibility, and data-driven decision making
- Leverage AI capabilities, including agentic and workflow-based automation, to optimize HR processes, reduce manual effort, and improve service delivery
- Collaborate with HR COEs, HR Systems, Compliance, and Shared Services teams to ensure solutions are scalable, compliant, and technology-enabled
- Develop a high-performing team of HR Operations Programs professionals, providing direction, coaching, and accountability for program delivery and outcomes
- Drive intentional and comprehensive change management and adoption strategies to ensure successful implementation and sustained impact of redesigned processes
What You’ll Need:
- Bachelor’s degree in Business, Human Resources, or related field
- 8+ years of experience in Program Management, Process Improvement, or Human Resources Operations in a fast-paced environment
- Lean Six Sigma or PMP certification
- Experience leading large-scale transformation, process redesign, or operational excellence initiatives within HR, Customer Service, or similar functions
- Proven ability to lead and develop high-performing teams and manage multiple complex programs simultaneously
- Demonstrated ability to influence and partner with senior collaborators across functions
- Strong analytical skills with the ability to define metrics, identify root causes, and drive data-informed decisions
- Strong knowledge of process design, systems thinking, workflow optimization, and continuous improvement methodologies
- Experience using AI (including agentic or workflow-based automation) to drive process optimization and improve operational efficiency
- Position may require travel
Bonus
- Masters of Business Administration or advanced degree
- Experience with systems and workforce management platforms, like Workday, UKG Pro Workforce Management, ServiceNow, Snowflake, Tableau
- Experience designing self-service or automation-enabled HR operating models
- Background in e-commerce, operations, or high-growth environments
- Experience building governance frameworks and performance management systems for operational processes
What You’ll Get:
A place where you can be your authentic self and grow your career. Our pet parents and partners are from everywhere--different places and different walks of life. It is what makes them unique. Likewise, Chewtopians are encouraged to bring their perspectives to deliver on our mission!
Work in a culture that cares, with managers who value you and your career journey. Be empowered to think big, thrive on delivering results, and to become your best.
Development of meaningful connections with a diverse group of Chewtopians through Team Member Resource Groups and celebrate inclusivity with various company events, programs, and activities.
Comprehensive medical, dental, vision benefits, in addition to wellness programs and resources, enabling you to be your best self in and outside of work.
The base salary range for this role is $137,500 - $221,500.00.
- 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 CAAR@chewy.com.
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