About the position
Chewy’s mission is to be the most trusted and convenient destination for pet parents and partners everywhere. Within Chewy, the Chewy Health team is focused on redefining how vets and pet parents care for their pets and are on a multi-year journey to impact the experience of working with your veterinarian to keep your pets happy and balanced. Chewy Health is seeking a Product Manager, Clinic Support in our Boston, MA office. You will play a critical part in building and evolving the internal tools and workflows that empower our CS partners to deliver exceptional support to veterinary practices across Chewy’s suite of B2B healthcare offerings. This is a unique opportunity to shape how we support and engage with veterinarians, helping scale an area of the business that is experiencing rapid growth, continuous innovation, and strategic investment. You will deliver on strategy and execution of key agent-facing tools and support systems. You will focus will be working to improving workflows efficiently, surfacing actionable insights, and enhancing the end-to-end support experience for practices. You'll work closely with partners across Pharmacy, Veterinary Diets, Customer Service, Operations, Merchandising, Technology, Product Design, and Executive Leadership to develop solutions that are data-informed, resilient, and scalable. If you’re passionate about improving service operations through smart tooling, workflow automation, and insights-insight led user experiences, this role is your chance to make a tangible impact on Chewy’s healthcare transformation adventure.
Responsibilities
- Develop and implement a clear product vision for internal support tools for customer service agents to deliver outstanding service to practices, supporting a wide range of evolving B2B use cases.
- Analyze and optimize existing prescription approval workflows by identifying defects, inefficiencies, and opportunities for improvement; communicate findings to cross-functional leaders and executives.
- Define key performance indicators, ensuring automated and accurate data capture that enables agents to stay focused while allowing leadership to drive operational and customer satisfaction.
- Own and maintain a product roadmap and backlog that balances agility with long-term vision clearly outlining technical dependencies and collaborating across business units to advise prioritization and planning.
- Lead product demos, trainings, and partner roadshows to introduce new features and enhancements. Leverage structured feedback loops to ensure continuous improvement and alignment with clinic and agent needs.
- Partner with business leaders across the organization to stay ahead of initiatives that impact Chewy’s veterinary partnerships. Translate business goals and risks into clear product requirements for internal tools.
- Work with Engineering, Operations, Customer Service, and Merchandising teams to drive end-to-end product development, ensuring successful and timely launches that meet quality standards.
- Track adoption and performance of your products, measuring the impact of enhancements on agent productivity and clinic satisfaction. Communicate results across teams to highlight value and secure continued investment.
Requirements
- Bachelor’s degree in computer science, Business, Analytics, or practical experience.
- 3+ years of experience in B2B product management or ticket management systems.
- Leverage data insights to drive product improvements and business value, especially skilled at connecting sentiment metrics to measurable outcomes.
- Exceptional written and verbal communication skills, with a talent for storytelling and influencing partners to align with product vision and goals.
- Strong partner management capabilities, including experience presenting to and collaborating with cross-functional leadership.
- Experience leading cross-functional teams and managing projects, able to deconstruct challenges into actionable steps and communicate a clear execution plan.
- Demonstrates passion, curiosity, and adaptability, with the ability to reprioritize in dynamic environments.
- Commitment to continuous professional growth and a willingness to expand responsibilities as the role evolves.
- Travel periodically (10–20%) based on business needs.
Nice-to-haves
- Experience with B2B CRM tools (such as Salesforce) and using them in B2B2C workflows.
- Experience with support ticketing systems, either as a user or operations partner.
- Experience in the Veterinary or Healthcare industries, or other highly controlled industries.
- Ability to succeed in fast paced culture.
