Program Manager, Payment Operations

Job Description:
Our Opportunity:
At Chewy, our 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.
Join Chewy as a Program Manager, Payment Operations, and become part of a dynamic team transforming the customer checkout experience! This opportunity is based in our Bellevue, WA office. You will monitor important payment metrics, analyze performance trends, and investigate operational issues to help teams quickly identify risks and improve payment performance.
Our Payments team works to improve the checkout process by raising payment success rates and lowering obstacles. They maintain the payment system's operational health using effective actions and data analysis.
You will work closely with program leaders and cross-functional partners across Engineering, Customer Care, Analytics, and Product to support reporting, investigate payment performance drivers, and improve access to payment ecosystem health. This role focuses on execution and suits someone early in their program management career.
You should be comfortable working with data, have hands-on SQL experience, and want to deepen their expertise in payment operations in a fast-paced environment.
What You'll Do:

• Own day-to-day monitoring of payment processes, tracking key performance indicators such as authorization rates, decline trends, retries, incidents, and operational defects.
• Employ SQL alongside existing reporting tools to support operational investigations, performing analysis to identify trends, anomalies, and likely root causes impacting payment performance.
• Support recurring operational reporting and dashboards, ensuring data is accurate, timely, and useful for payment management and executive reviews.
• Partner with payment operations, software development, product teams, risk assessment, and outside collaborators to investigate payment issues, providing data-backed context to support triage, addressing blocking issues, and resolution.
• Translate operational data into clear summaries and insights that help teams understand what is happening, why it matters, and what follow-up actions may be needed.
• Document performance indicators, analytical frameworks, and results from investigations to improve consistency, shared understanding, and repeatability of payment operations workflows.
• Identify operational shortcomings or repeated problems and propose improvements to reporting, visibility, or tooling to better support payment operations.
• Support senior program managers with data and analysis for collaborator communications, incident reviews, and leadership updates.

What You'll Need:

• Bachelor's degree in business, operations, information systems, analytics, or a related field, or equivalent experience.
• 2+ years of experience in operations, program/project coordination, business analysis, or similar operational roles.
• 1+ year supporting payment operations in a merchant, ecommerce, or FinTech environment.
• Working knowledge of payment processing concepts (authorization, settlement, refunds, chargebacks, gateways).
• Experience using SQL for data analysis, reporting, or issue investigation.
• Experience working with operational metrics and dashboards.
• Ability to analyze issues, prioritize work, and communicate findings and recommendations clearly.
• Experience documenting operational processes or workflows in cross-functional environments.
• Strong organization, attention to detail, and problem-solving skills in fast-paced operational settings.

Work Arrangement:

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

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

• 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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