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].
To access Chewy's California CPRA Job Applicant Privacy Policy, please click here.
Skills Required
- 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 evaluating 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 balancing loss prevention, customer experience, and operational practicality.
- Experience with account validation, linked-account analysis, customer restrictions, agent tools, or workflow automation.
What the Team is Saying
Chewy Compensation & Benefits Highlights
How does Chewy ensure its pay and bonus plans are competitive?
Chewy approaches compensation through a total rewards strategy that combines salary, bonuses, equity opportunities, healthcare benefits, employee discounts, and career growth opportunities. The company emphasizes supporting employees across ecommerce, healthcare, pharmacy, customer service, technology, and fulfillment operations while competing for talent in both retail and tech markets.
Competitive compensation and bonus opportunities: Chewy offers market-based compensation packages that may include salary, performance bonuses, commissions, and equity depending on role and level. Built In also notes benefits such as relocation assistance, employee discounts, and bonus opportunities across multiple teams and functions.
- Healthcare and wellness support: Benefits include medical, dental, vision, prescription coverage, HSA/FSA options, life insurance, disability coverage, telemedicine, mental health resources, and wellbeing programs. Chewy also offers wellness-focused resources designed to support employees physically, mentally, and financially.
- Retirement and financial wellbeing: Employees receive 401(k) plans with company matching along with financial wellness resources and broader support programs. Benefits are designed to support both short-term needs and long-term financial planning.
- Pet-focused and family-oriented benefits: Chewy offers pet insurance discounts, employee discounts on Chewy products, parental leave, fertility support, family-focused benefits, and caregiving resources. The company’s benefits package is closely aligned with its pet-focused identity and customer mission.
- Flexibility and workplace support: Corporate employees may have access to hybrid work arrangements, flexible scheduling, commuter benefits, PTO, paid holidays, and wellbeing initiatives. Employees also cite supportive managers and collaborative teams as important parts of the broader employee value proposition.
- Long-term career investment: Compensation is reinforced through career growth opportunities, mentorship, leadership development, cross-functional learning, and exposure to large-scale ecommerce, automation, healthcare, and logistics initiatives. Employees often describe growth opportunities as an important part of the overall company experience.
- External signals: Comparably reports that 70% of employee reviews are positive overall. Employees frequently highlight healthcare benefits, employee discounts, coworkers, and growth opportunities as strengths of the company experience. (Glassdoor; Comparably)
Chewy Insights
What We Do
Who We Are Chewy is where pet parents find everything they need for life with pets, from food to fun to pharmacy. We make pet care easier, more informed, and more joyful through fast, reliable delivery and award-winning 24/7 Customer Care, including access to pet health support when it’s needed. Founded in 2011, Chewy combines the convenience of online shopping with a high-touch, personalized experience built around the real moments of pet parenthood. Our Mission Chewy’s mission is to be the most trusted and convenient destination for pet parents and partners, everywhere. What We Do We support pet parents through the highs, lows, and everyday moments of the pet parenting journey with: • Pet food, treats, and daily essentials • Supplies for dogs, cats, fish, birds, reptiles, equine, and small pets • Pharmacy and veterinary services, including prescriptions and medications • Pet wellness and health products • Autoship for convenient recurring deliveries • Chewy+, our premium membership offering exclusive savings, faster delivery, and personalized pet care benefits • 24/7/365 customer support from knowledgeable, pet-loving experts What Makes Chewy Different Chewy is known for industry-leading service, deep personalization, and our customer-obsessed culture. We combine trust, convenience, and care, and pet parents come to us for: • Exceptional customer care • Human- and pet-centered product and experience design • Fast, dependable fulfillment across a nationwide operations network • A mission-driven culture built on empathy, trust, and passion for pets Our Culture Chewy’s culture is built for people who thrive on ownership, innovation, and impact. We value curiosity, creativity, and continuous improvement across all our teams. We empower Team Members—our Chewtopians—to learn, grow, and unleash their full potential in a collaborative, supportive, mission-driven environment. How We Work Chewy’s Operating Principles guide how we think, innovate, collaborate, and execute. These principles shape our character, decision-making, and approach to delivering results while connecting our people and culture in support of our mission. • Put Customers First • Act as an Owner • Deliver Results • Earn Trust • Debate Openly; Commit Fully • Operate in the Details • Shape the Future Where We Work Chewy headquarters: Plantation, FL, and Boston, MA Additional hubs: Bellevue, WA, and Minneapolis, MN
Why Work With Us
Why You Should Work at Chewy Chewy is a unique, fast-growing e-commerce and tech leader where builders, creators, and problem-solvers shape the future of pet care. Our teams drive innovation in a mission-driven culture that creates real impact for pets and the people who love them.
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Hybrid Workspace
Employees engage in a combination of remote and on-site work.
