Senior Program Manager - Sales Systems and Operations

Locations: Boston, MA or Bellevue, WA Our Opportunity: Chewy’s mission is to be the most trusted and convenient destination for pet parents and partners everywhere. Within Chewy Health, we are redefining how veterinarians and pet parents care for their pets through our PracticeHub platform; a critical pillar in delivering scalable, seamless healthcare services to clinics and customers. We are seeking a Sr. Program Manager, PracticeHub Operations to serve as the business Product Owner for Salesforce and related Sales Operations workflows. This role will own the business roadmap for Salesforce, partnering closely with PracticeHub Sales and Program Operations teams to gather requirements, prioritize enhancements, and deliver scalable solutions with Salesforce Development, Analytics, and Product partners. The ideal candidate will establish operating mechanisms for roadmap intake, prioritization, user feedback, release planning, and adoption while ensuring Salesforce continues to evolve to support business growth, operational efficiency, and an exceptional user experience. What You’ll Do: Own the Salesforce roadmap ensuring it supports Sales, Clinic engagement and Operations teams throughout the full clinic lifecycle. Serve as the primary business owner and SME for Salesforce enhancements, workflows, reporting, adoption, and issue resolution. Partner with Engineering, Product, Operations, Sales, Business Systems, and other teams to resolve platform defects, workflow blockers, and operational pain points. Manage the PracticeHub platform issue management program including prioritization, escalation, resolution tracking, and stakeholder communication. Own the relationship with Chewy’s Salesforce representative, including roadmap discussions, platform opportunities, and issue escalation. Partner closely with PracticeHub Sales leadership and frontline users to understand pain points, gather requirements, and prioritize solutions. Translate business needs and platform issues into clear requirements, user stories, acceptance criteria, launch plans, and success metrics. Own CRM data governance mechanisms and establish KPIs to measure Salesforce adoption, data quality, workflow efficiency, defect reduction, issue resolution, and business impact. Support UAT, release readiness, change management, training, documentation, and post-launch adoption. Communicate roadmap priorities, platform issue status, risks, tradeoffs, and recommendations to senior stakeholders. What You’ll Need: Bachelor’s degree or equivalent years of experience. 6+ years of experience in program management, product management, business operations or related fields. Hands-on experience with Salesforce or similar CRM platforms. Experience in Sales Operations, Revenue Operations, CRM Operations, platform operations, healthcare, veterinary, marketplace, or platform-based operations. Experience acting as a product owner or business owner for tools, systems, workflows, operational platforms, or issue management programs. Strong ability to partner with Sales, Operations, Product, and Engineering teams to translate user needs and platform issues into scalable processes and system requirements. Proven ability to manage complex cross-functional initiatives from discovery through delivery, issue resolution, and adoption. Strong analytical skills with experience using data to prioritize work, measure outcomes, and drive continuous improvement. Excellent written and verbal communication skills, including experience communicating with senior stakeholders. Ability to operate independently in ambiguity, create structure, and drive alignment across multiple teams. Strong ownership, attention to detail, and ability to manage competing priorities in a fast-paced environment.

Experience partnering with Product and Engineering teams to deliver tooling improvements or resolve platform defects. Experience with UAT, release management,