Staff Program Manager

Chewy, Inc.; Orlando (FL); On-site; USD 100,000 - 130,000; Full time

Job summary

Chewy is seeking a Sr Program Manager to oversee the Returns Abuse program, ensuring customer trust while deterring fraudulent behavior. This role involves cross-functional collaboration, managing complex initiatives, and improving financial outcomes within a $180M portfolio. Ideal candidates will have extensive experience in program management and fraud strategies, with strong analytical and storytelling skills.

Qualifications

• 6-8 years of experience in program management, fraud strategy, risk operations, or policy enforcement.
• Fluency in SQL and Tableau.
• Strong storytelling and documentation skills.

Responsibilities

• Lead the Returns Abuse roadmap including ML model recalibration and refund enforcement policy tuning.
• Own sendback and refund hold policy logic across services.
• Drive execution of the abuse mitigation strategy.

Skills

Program Management

Fraud Strategy

Risk Operations

Policy Enforcement

SQL

Tableau

Cross-Functional Collaboration

Storytelling

Structured Thinking

Fraud Prevention Systems

Job description

Our Opportunity:

Chewy is hiring a Sr Program Managerto 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 enhancements.
• 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).
• 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?

If you have a disability under the Americans with Disabilities Act or similar law, or you require a religious accommodation, and you wish to discuss potential accommodations related to applying for employment at our company, please contact [e-mail].

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Chewy is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members.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 [e-mail].

If you have a question regarding your application, please contact [e-mail].

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