Job Description:

Our Opportunity:

Chewy is looking for an International Health Certificate (IHC) Program Specialist to join our Healthcare Team fulltime. Come join our growing organization and be a part of revolutionizing the virtual care industry! Join a team that cares deeply about improving pet health compliance and providing best in class customer service for both the pet parent and veterinary community.

In this role, you will serve as a key operational and clinical resource for Chewy's International Health Certificate program. The IHC Program Specialist will take strong ownership of day-to-day program execution, case progression, quality, and issue resolution while partnering closely with veterinary professionals and cross functional teams to deliver an accurate, efficient, and customer-focused experience.

This role requires a high degree of ownership, accountability, independent decision-making, and leadership within the program.

What You'll Do:

• Serve as a subject matter expert and day-to-day operational resource for Chewy's International Health Certificate program.

• Take ownership of IHC case progression, helping ensure cases move efficiently through required steps and identifying barriers that may impact successful completion.

• Review domestic and international pet travel requirements, including country- and destination-specific requirements related to vaccinations, diagnostic testing, parasite treatments, microchips, documentation, timelines, endorsements, and other applicable requirements.

• Review pet medical records and travel documentation for completeness and alignment with applicable destination requirements.

• Identify discrepancies, missing information, timeline concerns, or other potential barriers to successful completion of an International Health Certificate and escalate appropriately.

• Research complex or changing pet travel requirements using approved regulatory and internal resources and help translate requirements into actionable next steps.

• Provide support and guidance to veterinary professionals completing International Health Certificates, including assistance with complex cases, documentation questions, and regulatory requirements.

• Monitor IHC workflows, case status, and operational trends to identify risks, recurring barriers, and opportunities for improvement.

• Maintain strong accountability for assigned cases and program responsibilities, proactively following through on open items and ensuring appropriate handoffs and escalation when needed.

• Partner closely with Veterinary Services, Veterinary Operations, veterinarians, and other cross-functional teams to support consistent and sustainable IHC program operations.

• Support the development, maintenance, and continuous improvement of IHC workflows, SOPs, reference materials, and internal knowledge resources.

• Identify opportunities to improve program efficiency, accuracy, scalability, and the pet parent experience.

• Support quality assurance efforts by identifying process gaps, documentation concerns, and trends that may create risk to successful certificate completion.

• Help evaluate and support new tools, technology, and process improvements designed to simplify and scale the International Health Certificate experience.

• Research and problem-solve complex cases to determine appropriate solutions for pet parents and veterinary partners and follow up as needed to support resolution.

• Participate in self-development courses and Chewy-required compliance training. Perform additional operational and program responsibilities as assigned.

What You'll Need:

• Active Veterinary Technician License/Certification (CVT, LVT, or RVT) in good standing.

• A Veterinary Technology associate or bachelor's degree from a NAVTA and/or AVMA-CVTEA accredited program, or equivalent, is required.

• 2+ years of hands-on experience supporting DVMs with International Health Certificates (IHCs) is required.

• 3+ years of small animal veterinary experience or equivalent industry experience.

• Strong working knowledge of the International Health Certificate process, including medical record review, vaccination requirements, microchip requirements, diagnostic testing, travel timelines, and regulatory documentation. Comfort level with APHIS, GVL, VEHCS, and other IHC resources.

• Ability to independently research and interpret complex travel requirements and apply them accurately to individual cases.

• Strong attention to detail and ability to identify inconsistencies, missing information, and potential compliance concerns.

• Demonstrated ability to take ownership of complex workflows and drive work through completion with limited oversight.

• Strong organizational and prioritization skills with the ability to manage multiple time-sensitive cases simultaneously.

• Ability to think analytically, identify trends, and communicate operational or program risks.

• Excellent judgment and ability to recognize when a case requires additional veterinary, regulatory, or leadership review rather than making assumptions.

• Proficient computer skills and comfort working across multiple digital platforms, medical records systems, and online regulatory resources.

• High level of technical proficiency and ability to quickly learn new software programs and workflows.

• Exemplary research, listening, critical-thinking, and problem-solving skills.

• Strong verbal and written communication skills with the ability to clearly communicate complex requirements to veterinary professionals and cross-functional partners.

• Comfortable collaborating with veterinarians, veterinary technicians, practice managers, operations teams, and other partners in a team-oriented environment.

• Passionate about supporting veterinary professionals, pet parents, and pets with empathy and a strong customer-service focus.

• Comfortable working in a fast-paced, evolving environment that requires adaptability, curiosity, and independent decision-making.

• Have access to high-speed internet and additional backup Wi-Fi via hotspot.

• Have a designated working space that is quiet and free from disruptions.

• Candidates must commit to a full-time work week based on a schedule agreed upon during the hiring process, which may include evenings, weekends, and holidays.

• Minimal travel required.

Bonus:

• 1+ year experience as a lead veterinary technician, shift supervisor, and/or veterinary practice manager. Experience with AI tools and training models.

• Experience with Trello.

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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