Chewy is hiring an Associate Director Program Manager to own our Returns Abuse program within the Refunds, Replacements, and Concessions (RRC) org. Youʼll drive our strategy to protect customer trust while deterring fraudulent behavior across a $180M+ RRC portfolio. Your mission: ensure our returns policies remain generous for good customers and resilient to bad actors! This is a deeply cross-functional, high-judgment role. Youʼll lead initiatives that span ML fraud detection, agent workflow governance, refund gating logic (sendbacks, holds), and abuse escalations - all while preserving a world-class customer experience. Youʼll partner with Engineering, Data Science, Customer Service, Fraud, and Category to scale our defenses, improve Net Recovered Value (NRV), and reduce financial leakage.
What Youʼll Do:
- LeadourFY25ReturnsAbuseroadmap- including ML model recalibration, rule deployment, RRC escalations, and refund enforcement policy tuning.
- Own sendback and refund hold policy logicacross services ensuring alignment with abuse risk profiles, SKU economics, and CX guardrails.
- Drive execution of our abuse mitigation strategy, reducing RRCs in key segments.
- Serveastheprogramʼs central pointof accountability, translating abuse risk signals into coordinated actions across Product, Tech, CS, Fraud, and BI.
- Establish governance for refund exceptionsand manual overrides; track override trends, identify gaps, and implement guardrails via training or RDE improvements.
- Scaleagent-facingworkflowswith contextual abuse indicators, automated blocks, and enforcement nudges to improve CX and reduce leakage.
- ContributetoSLT-facing materials,QBRs,OP1s,and businesscases- clearly articulating impact, trade-offs, and ROI for every policy or model decision.
What Youʼll Need:
- 6-8 years of experience in program management, fraud strategy, risk operations, or policy enforcement (preferably in e-commerce or consumer tech).
- Bachelor's degree in Business, Analytics, Finance or related field
- Fluency in SQL, Tableau, and ability to size opportunity or financial impact quickly.
- Proven success working cross-functionally to ship policies, workflows, or tooling across Ops, Product, and Engineering.
- Strong storytelling and documentation skills - able to own end-to-end decision memos and present to Director+ audiences.
- High judgment and structured thinking - particularly when navigating CX vs. fraud tradeoffs.
- Familiarity with fraud prevention systems, abuse modeling, or rules engines (e.g., Falcon, Sift, Forter, RDE, or similar).
Bonus Points:
- Experience leading returns/fraud programs or agent tooling at a high-growth retailer or marketplace.
- Deep understanding of Chewyʼs customer experience philosophy and liberal returns model.
- Comfort working with ML models and integrating model output into programmatic decisions.
- Experience with e-commerce SKUs and how fraud/abuse manifests in different verticals (e.g., Hardgoods vs. RX vs. Dropship).
Example Problems You Might Own:
- How do we scale sendbacks without damaging CSAT for good customers?
- Which high-risk SKUs are driving policy abuse and how do we escalate and action them at scale?
- Whatʼs the ROI of tightening returns rules for First-RRC customers with linked accounts?
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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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