Senior Program Manager - Fraud and Risk

Job Description:
Our Opportunity:
Chewy's mission is to be the most trusted and convenient destination for pet parents and partners everywhere. We view pets (and pet parents) as family and are obsessed with meeting their needs and exceeding customer expectations through every interaction.
Fraud and Risk is a core part of Chewy's Identity domain, protecting customer accounts and transactions while enabling secure, reliable e-commerce experiences.
Chewy is hiring a Senior Program Manager - Fraud and Risk to join our team in Bellevue, WA or Boston, MA. In this role, you will lead Fraud & Abuse initiatives, leveraging analytics, machine learning, and customer insights to develop and operationalize effective detection and prevention strategies. Responsibilities include driving cross-functional fraud prevention programs, partnering closely with Product, Engineering, Operations, Customer Service, and Payments teams, and managing critical third-party fraud prevention partnerships. The successful candidate has a proven track record of delivering complex initiatives, excels in stakeholder management, and is a strong advocate for customers.
This is a high-impact opportunity to lead and scale Chewy's fraud prevention program across a complex, highly cross-functional environment. You will operate at the intersection of customer experience, risk mitigation, and operational excellence, delivering measurable outcomes that reduce fraud while preserving trust and minimizing friction across the customer journey.
What You'll Do:
Drive Fraud Prevention & Risk Programs

• Leverage analytics, machine learning, and customer insights to develop and operationalize fraud detection and prevention strategies.
• Design and evolve fraud prevention approaches that balance risk mitigation with a positive customer experience.
• Proactively identify and address risks before program launches.
• Use qualitative and quantitative insights to continuously improve fraud detection, prevention, and customer trust.

Drive Program Strategy & Planning

• Translate business objectives, fraud trends, and customer needs into actionable program plans and measurable outcomes.
• Partner with Product, Engineering, Operations, Customer Service, and business stakeholders to align priorities, sequencing, and execution plans.
• Establish program goals, success metrics, and operating mechanisms to track progress and business impact.
• Drive alignment around priorities, trade-offs, risks, and dependencies across multiple teams.

Lead Cross-Functional Delivery

• Lead planning and execution of fraud and abuse initiatives across multiple teams and organizations.
• Drive implementation and execution in partnership with Payments, Operations, and Customer Service teams.
• Manage dependencies, risks, and mitigation plans across complex initiatives.
• Drive delivery from planning through implementation, ensuring initiatives achieve intended business outcomes.
• Ensure clear communication of results, risks, issues, and key decisions to stakeholders and leadership.

Operational Ownership

• Own day-to-day fraud operations and risk health across Chewy.
• Act as the escalation point for active fraud incidents, emerging threats, and abuse patterns.
• Drive rapid response and mitigation strategies during high-severity events.
• Balance long-term program priorities with immediate operational needs and business risk.

Deliver Scalable, Data-Driven Risk Mitigation

• Manage critical third-party relationships for fraud prevention.
• Build deep expertise in applications impacting fraud detection and prevention.
• Identify risks across systems, processes, and customer journeys and drive mitigation strategies.
• Create scalable mechanisms and operational processes that improve program effectiveness and visibility.
• Ensure fraud prevention initiatives are measurable and continuously improving based on performance data and evolving threats.

Collaborate and Lead Through Influence

• Serve as a leader for Fraud and Abuse Prevention across Chewy, providing progress updates to leadership and stakeholders.
• Partner cross-functionally with Product, Engineering, Customer Service, Payments, and business stakeholders.
• Drive alignment with business owners, project leaders, and team members.
• Influence decisions and drive outcomes across teams without direct authority.
• Operate independently while keeping leaders informed at critical decision points.

What You'll Need:
Experience & Background

• 6+ years of program or product management, with prior work in e-commerce fraud prevention.
• Bachelor's degree in business administration, finance, operations management, or a related quantitative field, or equivalent experience.

Program Leadership & Execution

• Demonstrated expertise in fraud prevention and e-commerce, including leading complex cross-functional initiatives.
• Experience balancing customer experience with risk mitigation in high-scale environments.
• Proven ability to translate business objectives into actionable plans, milestones, and measurable outcomes.
• Experience managing dependencies, risks, and competing priorities across multiple teams.

Communication & Stakeholder Leadership

• Excellent written and verbal communication skills, along with the ability to manage time-sensitive tasks with attention to detail.
• Strong stakeholder management skills, particularly with leadership, and the ability to drive initiatives from conception to completion.
• Ability to translate complex data, fraud signals, and technical concepts into clear insights and recommendations.

Data, Detail & Judgment

• Proficient in analyzing and effectively communicating metrics to support recommendations.
• Strong analytical mindset with the ability to use data to inform decisions and prioritize effectively.
• Detail-oriented while maintaining focus on outcomes, customer trust, and business impact.

Bonus:

• Experience working with machine learning models or advanced analytics in fraud detection.
• Experience managing third-party fraud vendors or risk platforms.
• Background in large-scale e-commerce, identity, risk, or payments ecosystems.

The base salary range for this role is $129,500 - $207,000.00.

• 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.
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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