Associate Director, Telehealth Business OperationsRole Overview Virtual Veterinary Services is building new ways for pet parents to access convenient veterinary care and support through Chewy. The business spans a growing portfolio of virtual care services-from triage and advice to full telemedicine-as well as services that help customers overcome prescription-related barriers when purchasing prescription medications and veterinary diets.
As
Associate Director, Telehealth Business Operations, you will lead the business operations function for Virtual Veterinary Services and serve as a key partner to the General Manager in managing and scaling the business. You will build and run the mechanisms through which we understand business performance, develop operating plans and forecasts, evaluate growth opportunities, align customer demand with veterinary capacity, and translate business insights into action.
You will partner closely with Product, Analytics, Finance, Medical, Provider Operations, Workforce Management, Marketing, Category Management, and other Chewy teams. The ideal candidate combines strong business judgment and analytical curiosity with exceptional execution: digging deeply into data, developing a point of view from imperfect information, and working across teams to turn insights into results. They are energized by making teams and businesses work better-creating shared understanding, bringing structure to ambiguity, and helping cross-functional partners align around what matters most and act on it.
What You'll Own Business Performance Management - Develop and maintain the performance framework across the portfolio, connecting financial, customer, product, operational, and provider metrics.
- Lead weekly and monthly business reviews, identifying what is working, what needs to change, and the underlying drivers, and ensuring insights translate into clear actions and accountability.
- Develop a deep understanding of performance by service, customer use case, entry point, product category, and other relevant dimensions.
- Partner with Analytics and Finance to understand performance against plan, diagnose meaningful variances, and connect veterinary service activity to downstream customer behavior and purchasing outcomes.
- Identify opportunities to improve growth, unit economics, customer experience, and operational efficiency and develop recommendations for action.
Business Planning & Forecasting - Partner with the GM and Finance to translate business strategy and financial goals into operating plans and forecasts.
- Build and maintain models connecting customer demand, marketing activity, conversion, provider capacity, service levels, revenue, downstream sales, and cost.
- Coordinate inputs across Marketing, Product, Workforce Management, Provider Operations, Finance, and other teams to maintain an integrated view of expected business performance.
- Understand the assumptions underlying the financial plan and develop scenarios and recommendations as performance, capacity, investment, or other assumptions change.
- Support annual and long-range planning by translating strategic choices into operating assumptions and resource requirements.
The GM retains accountability for the P&L, financial commitments, and major investment decisions; this role provides the analysis, planning, and understanding of business drivers needed to inform those decisions.
Growth & Business Optimization - Develop and manage the operating plan for growth across services, customer entry points, and use cases.
- Analyze customer funnels and downstream purchasing behavior to identify opportunities across acquisition, conversion, engagement, and repeat usage.
- Evaluate both demand generation opportunities that introduce customers to virtual veterinary care and demand capture opportunities that use veterinary services to resolve friction in an existing purchase journey.
- Partner with Marketing to understand the relationship between investment, incremental demand, provider capacity, and business returns.
- Partner with Product, Category Management, and customer-experience surface owners to evaluate opportunities to integrate virtual veterinary services into relevant Chewy customer journeys and assess their potential business impact.
- Identify differences in economics and customer value across consultation types, prescription categories, products, and use cases.
- Lead structured analysis of ambiguous business questions and opportunities, developing fact-based recommendations that consider customer value, growth, economics, operational feasibility, provider capacity, and strategic fit.
- Translate approved recommendations into executable cross-functional plans with clear ownership, milestones, and measures of success.
Integrated Business Planning: Demand & Capacity - Develop and maintain the business-level demand forecast, incorporating growth plans, marketing activity, product changes, seasonality, and other key demand drivers.
- Partner with Workforce Management and Provider Operations to incorporate capacity requirements, constraints, utilization, availability, service levels, and cost into business plans and forecasts.
- Identify emerging supply-demand imbalances and assess their potential impact on growth, customer experience, provider experience, and financial performance.
- Develop scenarios and recommendations for business-level interventions-such as changes in demand generation, incremental capacity, or service-level tradeoffs-in partnership with Workforce Management and Provider Operations.
Launch & Business Readiness - Maintain an integrated view of major launches and expansions, including business dependencies, risks, and readiness.
- Ensure launches have clear forecasts, success measures, operational assumptions, capacity plans, guardrails, and post-launch monitoring before going live.
- Partner across Product, Medical, Provider Operations, Workforce Management, Analytics, Finance, Marketing, Legal, and other teams to identify readiness gaps and ensure clear ownership for resolution.
- Establish post-launch inspection mechanisms and translate learnings into updated forecasts, operating plans, and recommendations for scaling or adjusting the experience.
Analytics & Business Acumen - Conduct detailed, hands-on analyses using business data and tools including SQL, Tableau or similar visualization tools, and Excel.
- Independently investigate business questions, develop hypotheses, and identify the drivers behind performance.
- Connect customer and clinical activity to downstream prescription, order, and purchasing behavior.
- Demonstrate intellectual curiosity and a willingness to keep digging for underlying drivers and new insights.
- Partner effectively with dedicated Analytics resources while retaining ownership of the business question and interpretation of the results.
What You'll Need
- 8+ years experience in business operations, strategy, general management, product, services, or a related field, including ownership of complex cross-functional business problems.
- Strong analytical and financial acumen and demonstrated ability to translate business data into insights, recommendations, and actions.
- Experience developing forecasts, operating plans, business cases, or similar quantitative business models.
- Demonstrated ability to understand performance at depth and identify the underlying drivers of growth, customer behavior, and economics.
- Strong execution skills and a track record of translating ideas and decisions into results across multiple teams.
- Demonstrated ability to influence senior cross-functional partners without direct authority and develop solutions that work across organizational boundaries.
- Strong written and verbal executive communication skills, including the ability to distill complex issues into clear choices and recommendations.
- A high degree of ownership, intellectual curiosity, and comfort operating in an emerging business with limited benchmarks.
- Experience with two-sided marketplaces, provider-powered services, healthcare, or other businesses requiring active supply-demand management is a plus; healthcare experience is not required.
#LI-BB2
#Hybrid
The base salary range for this role is $149,000 - $245,000.00.
- 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.
