Fraud & Controls Senior Program Manager

Job Description:
Our Opportunity
We are seeking a Fraud & Controls Senior Program Manager to lead how Customer Care responds to customer fraud and account risk across frontline Voice and Chat agents, specialist teams and selfservice experiences. This role will define how agents recognize and respond to risk signals, validate customers, apply appropriate controls, and determine when to resolve a request or escalate it for specialist review. It will also establish requirements for customer restrictions, separation and linked account controls that prevent identified bad actors from continuing fraudulent or abusive activity.
Working with Care Operations, CC Specialty, Fraud Product, Fraud Engineering, Returns Abuse and Care Policy, this person will translate risk patterns and operational feedback into consistent policies, better tools and scalable processes. The role will own the Care fraud and controls roadmap, business requirements, implementation coordination and outcome measurement.
What Youʼll Do

• Lead the Care fraud and controls roadmap. Identify gaps across frontline, specialist and self-service experiences, quantify opportunities and prioritize interventions that reduce losses, unnecessary contacts and manual effort.
• Define frontline risk handling. Establish how agents respond to risk flags, what validation or evidence is required, which actions are permitted, and when additional review or escalation is appropriate. Make these requirements clear and practical within everyday customer interactions.
• Develop customer and account controls. Define requirements and decision criteria for additional validation, restrictions, separation and prevention of re-entry through new or linked accounts, including appropriate exceptions, review and appeal paths.
• Improve agent and specialist tooling. Define requirements for accessible risk context, linked-account visibility, prior decisions, evidence review and clear guidance on permitted actions. Partner with Product and Engineering to incorporate controls into the tools agents use.
• Build consistent policies and processes. Partner with Care Policy and operational teams on fraud-specific decision standards, verification, escalation, investigation and resolution workflows. Reduce unnecessary handoffs, repeated reviews and inconsistent treatment.
• Coordinate controls across channels. Work with Fraud Product, Fraud Engineering and the RDE and ORC teams to apply appropriate controls across Voice, Chat and self-service, reducing opportunities to bypass restrictions through another channel.
• Drive adoption and adherence. Coordinate training, knowledge content, communications and quality monitoring so frontline and specialist teams understand and consistently apply risk-handling requirements.
• Improve loss prevention and legitimate customer outcomes. Prioritize early-order and repeat fraud interventions while reducing false positives, avoidable soft declines and unnecessary friction for legitimate customers.
• Measure business results. Work with BI and Finance to establish baselines, evaluate interventions and validate savings. Coordinate attribution with Returns Abuse and ERRC so shared benefits are counted once.

What Youʼll Need

• Experience leading cross-functional programs in fraud prevention, risk, customer operations, trust and safety, or a related field.
• Ability to translate risk patterns and operational problems into practical policies, agent workflows and product requirements.
• Experience implementing changes across frontline customer service teams, specialist operations or self-service channels.
• Strong analytical judgment, including the ability to evaluate losses, control effectiveness, operational efficiency and customer impact.
• Ability to influence Product, Engineering and Operations partners, establish decision ownership and coordinate delivery.
• Clear written communication and sound judgment when balancing loss prevention, customer experience and operational practicality.
• Experience with account validation, linked-account analysis, customer restrictions, agent tools or workflow automation would be particularly relevant.

Location: Plantation, FL
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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