Program Manager, Fraud

Overview of role:

The Loyalty team is responsible for the strategy, evolution and performance of the WestJet Rewards program, delivering a compelling loyalty proposition that drives member engagement and creates long-term value for WestJet and its partners.

We are seeking a Program Manager to lead WestJet Rewards’ Loyalty fraud program, with responsibility for leading the strategy, development, and ongoing management of WestJet’s loyalty fraud program. This role brings together cross-functional teams to strengthen fraud prevention, detection, response, and recovery capabilities while protecting members, loyalty assets, and the overall integrity of the loyalty program.

Acting as the central point of coordination for loyalty fraud, the Program Manager will identify emerging risks, establish program priorities, drive implementation of fraud mitigation initiatives, and ensure effective processes are in place to respond to fraud incidents. The role will partner closely with teams across Loyalty, Cybersecurity, Digital, Technology, Data & Analytics, Legal, Finance, Rewards Support, and other areas of the organization.

Key Responsibilities

Loyalty Fraud Strategy & Program Management:

• Define and manage the Loyalty Fraud strategy and roadmap across prevention, detection, response and recovery
• Monitor fraud trends across WestJet Rewards and partner activity, identifying emerging risks and capability gaps across the loyalty member lifecycle, including enrollment, account access, earning, linking and transfers, redemption, and account recovery.
• Monitor industry trends and benchmark fraud practices across loyalty programs and relevant industries
• Prioritize and lead initiatives that strengthen fraud prevention, detection, response, and recovery capabilities.
• Coordinate cross-functional delivery of fraud-related initiatives and ensure risks, dependencies, and decisions are effectively managed.
• Assess fraud considerations associated with new and existing loyalty partnerships, capabilities and member propositions

Fraud Prevention & Detection

• Partner with Cybersecurity, Technology, Digital, and Analytics teams to identify and implement appropriate fraud prevention and detection capabilities.
• Support the development of business rules, thresholds, controls, monitoring, alerts, and other mechanisms to identify suspicious member activity.
• Evaluate opportunities to introduce technology and automation that improve fraud detection and reduce manual effort.
• Monitor emerging fraud trends, vulnerabilities, and attack patterns relevant to loyalty programs.

Incident Response & Recovery

• Establish clear processes and accountabilities for managing loyalty fraud incidents.
• Coordinate cross-functional response to significant fraud events, ensuring appropriate stakeholders are engaged and actions are tracked through resolution.
• Develop and maintain policies and procedures for member account recovery, identity verification, reimbursement, and post-incident monitoring.
• Lead post-incident reviews to identify root causes, control gaps, and opportunities to prevent recurrence.

Governance & Performance

• Establish fraud governance, escalation pathways, and decision-making forums.
• Develop reporting and KPIs to monitor fraud activity, financial exposure, operational performance, and effectiveness of fraud controls.
• Provide regular updates and recommendations to senior leadership on fraud trends, incidents, risks, and program priorities.
• Maintain documentation of fraud policies, processes, controls, and accountabilities.

Cross-Functional Leadership

• Serve as the central business lead for loyalty fraud across the organization.
• Build strong relationships across Loyalty, Cybersecurity, Technology, Digital, Analytics, Legal, Finance, Contact Centre, and other relevant teams.
• Translate fraud risks and technical considerations into clear business impacts, priorities, and recommendations.
• Drive alignment and accountability across teams where fraud responsibilities span multiple functions.

Experience and qualifications:

• 5+ years of experience in program management, fraud, risk management, loyalty, financial services, cybersecurity, digital products, or a related field.
• Demonstrated experience leading complex, cross-functional programs and initiatives.
• Strong understanding of fraud risk, controls, governance, and incident management; experience within loyalty programs, payments, financial services, or digital platforms is an asset.
• Experience developing business processes, policies, operating models, or control frameworks.
• Strong analytical skills with the ability to interpret data, identify trends, and translate findings into actionable recommendations.
• Experience developing executive-level reporting, presentations, and business cases.
• Strong stakeholder management and communication skills, with the ability to influence across functions and levels of an organization.
• Ability to operate effectively in a rapidly evolving environment and manage multiple priorities.