Associate Director Program Manager
| Company | Chewy |
|---|---|
| Location | Phoenix, AZ, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior |
Requirements
- 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)
Responsibilities
- Lead our FY25 Returns Abuse roadmap — including ML model recalibration, rule deployment, RRC escalations, and refund enforcement policy tuning
- Own sendback and refund hold policy logic across services ensuring alignment with abuse risk profiles, SKU economics, and CX guardrails
- Drive execution of our abuse mitigation strategy, reducing RRCs in key segments
- Serve as the program’s central point of accountability, translating abuse risk signals into coordinated actions across Product, Tech, CS, Fraud, and BI
- Establish governance for refund exceptions and manual overrides; track override trends, identify gaps, and implement guardrails via training or RDE improvements
- Scale agent-facing workflows with contextual abuse indicators, automated blocks, and enforcement nudges to improve CX and reduce leakage
- Contribute to SLT-facing materials, QBRs, OP1s, and business cases — clearly articulating impact, trade-offs, and ROI for every policy or model decision
Preferred Qualifications
- Experience leading returns/fraud programs or agent tooling at a high-growth retailer or marketplace
- Deep understanding of Chewy’s 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)