CC Fraud & Controls Program Manager

Chewy • Plantation, FL

2d • Onsite

About The Position

The CC Fraud & Controls Program Manager leads how Customer Care responds to customer fraud and account risk across frontline Voice and Chat agents, specialist teams, and self-service experiences. The role defines how agents recognize and respond to risk signals, validate customers, apply controls, and decide when to resolve a request or escalate it for specialist review. It also establishes requirements for customer restrictions, separation, and linked-account controls to prevent identified bad actors from continuing fraudulent or abusive activity.

Working with Care Operations, CC Specialty, Fraud Product, Fraud Engineering, Returns Abuse, and Care Policy, the role translates risk patterns and operational feedback into consistent policies, improved tools, and scalable processes. It owns the Care fraud and controls roadmap, business requirements, implementation coordination, and outcome measurement.

Requirements

• Experience leading cross-functional programs in fraud prevention, risk, customer operations, trust and safety, or a related field.
• Ability to translate risk patterns and operational problems into practical policies, agent workflows, and product requirements.
• Experience implementing changes across frontline customer service teams, specialist operations, or self-service channels.
• Strong analytical judgment, including the ability to evaluate losses, control effectiveness, operational efficiency, and customer impact.
• Ability to influence Product, Engineering, and Operations partners, establish decision ownership, and coordinate delivery.
• Clear written communication and sound judgment when balancing loss prevention, customer experience, and operational practicality.

Nice To Haves

• Experience with account validation, linked-account analysis, customer restrictions, agent tools, or workflow automation.

Responsibilities

• Lead the Care fraud and controls roadmap by identifying gaps across frontline, specialist, and self-service experiences; quantifying opportunities; and prioritizing interventions to reduce losses, unnecessary contacts, and manual effort.
• Define frontline risk-handling requirements, including agent responses to risk flags, required validation or evidence, permitted actions, and circumstances requiring review or escalation.
• Develop requirements and decision criteria for additional validation, customer and account restrictions, separation, prevention of re-entry through new or linked accounts, and appropriate exceptions, reviews, and appeals.
• Define requirements for agent and specialist tools, including accessible risk context, linked-account visibility, prior decisions, evidence review, and clear guidance on permitted actions; partner with Product and Engineering on implementation.
• Partner with Care Policy and operational teams to build consistent fraud-specific decision standards and verification, escalation, investigation, and resolution workflows; reduce unnecessary handoffs, repeated reviews, and inconsistent treatment.
• Coordinate appropriate controls across Voice, Chat, and self-service with Fraud Product, Fraud Engineering, and the RDE and ORC teams to reduce opportunities to bypass restrictions through another channel.
• Coordinate training, knowledge content, communications, and quality monitoring so frontline and specialist teams understand and consistently apply risk-handling requirements.
• Prioritize early-order and repeat-fraud interventions while reducing false positives, avoidable soft declines, and unnecessary friction for legitimate customers.
• Work with BI and Finance to establish baselines, evaluate interventions, and validate savings; coordinate attribution with Returns Abuse and ERRC so shared benefits are counted once.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed