Rewards Fraud & Misuse Strategy & Operations Transformation

JPMorgan Chase & Co.; Plano (TX); On-site; USD 140,000 - 190,000; Full time

Job summary

JPMorgan Chase & Co. in Plano, TX is seeking a senior program manager to own the end-to-end Credit Card Rewards Fraud & Misuse workstream, driving structure, transparency and measurable outcomes across Product, Tech, Ops, Risk and Fraud/AML.

You will set goals, roadmaps, governance, and success metrics; redesign processes to reduce manual work; and lead executive-level reporting and benefits tracking.

Qualifications

• 8+ years in fraud or misuse/abuse with ownership of measurable outcomes.
• Experience transforming operations and/or case management workflows with sustained adoption.
• Strong analytical rigor and structured problem solving; able to quantify trade-offs and drive decisions.
• Ability to lead through influence across Product, Technology, Operations, Risk, and Fraud/AML.

Responsibilities

• Set goals, roadmap, governance, operating cadence, and success metrics for the Fraud & Misuse workstream.
• Maintain a single prioritized backlog and treatment roadmap; balance customer impact, feasibility, compliance, and economics; drive remediation with measurements.
• Redesign end-to-end process workflow and eliminate manual work via playbooks, controls, automation, and tooling enhancements.

Skills

Fraud risk

Program management

Cross-functional leadership

Data analysis

Executive communications

Governance

Job description

Help shape how we prevent and respond to fraud and misuse in a high-impact rewards environment. In this role, you will bring structure, transparency, and measurable outcomes to complex, cross-functional work. You will modernize processes and tools, strengthen controls, and improve the customer and operational experience. If you thrive in ambiguous problem spaces and can translate insights into action, this role offers a broad platform to drive change.

Own strategy and delivery for an end-to-end Credit Card Rewards Fraud & Misuse operations workstream. Lead cross-functional problem solving across Product, Technology, Operations, Risk, and Fraud/AML to modernize processes and tooling, strengthen controls, and deliver measurable outcomes. Drive clear governance, quantified trade-offs, and executive-ready communications.

Job Responsibilities

• Set goals, roadmap, governance, operating cadence, and success metrics for the Fraud & Misuse workstream.
• Maintain a single prioritized backlog and treatment roadmap; ensure solutions balance customer impact, operational feasibility, compliance, and economics; drive remediation from identification to closure with pre/post measurement and sustainability checks.
• Redesign end-to-end process workflow (intake/triage, queue design, SLAs, escalations, QA, recoveries, feedback loops) and eliminate manual work through playbooks, controls, automation, and tooling/data enhancements in partnership with Tech and Ops.
• Drive root-cause problem solving, align decisions/accountabilities, and partner with Product/Tech across applications to align feature roadmaps and ensure holistic fraud & misuse treatment coverage; coordinate with Fraud/AML and Risk/Legal/Compliance as needed.
• Produce regular program reporting (performance, throughput, key risks, incident learnings, forward priorities), own benefits tracking (forecast vs. actual), and lead incident governance and executive updates.

Required qualifications, capabilities, and skills

• 8+ years in fraud and/or misuse/abuse (or closely related financial crime risk/controls) with ownership of measurable outcomes.
• Demonstrated success transforming operations and/or case management workflows with sustained adoption, including operating cadence, SLAs, escalations, and exception/override governance.
• Strong analytical rigor and structured problem solving; able to quantify trade-offs and drive decisions.
• Proven ability to lead through influence across Product, Technology, Operations, Risk, and Fraud/AML, including aligning roadmaps across applications for holistic fraud & misuse treatment coverage.
• Strong executive communications (concise writing and decision-oriented updates).
• Experience defining metrics, reporting, and benefits tracking (forecast vs. actual).

Preferred qualifications, capabilities, and skills

• Cards, rewards/loyalty, digital abuse patterns, or incentives gaming experience.
• Experience running governance mechanisms across multiple teams.
• Familiarity with experimentation/monitoring approaches for controls and operational performance.

Applicants must be authorized to work for any employer in the US. We are not able to provide immigration sponsorship or take over sponsorship of an employment visa at this time. Final job grade level and corporate title will be determined at time of offer and may differ from this posting. This role does not provide relocation assistance, so all candidates must be local to the work locations listed in the job posting or willing to relocate on their own immediately upon hire