CC Fraud & Controls Program Manager

Chewy•Plantation, FL

1d•Onsite

About The Position

Chewy is seeking a CC Fraud & Controls Program Manager to lead 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 risk signals, validate customers, apply controls, and decide when to resolve or escalate requests. It also establishes requirements for customer restrictions, account 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 manager translates risk patterns and operational feedback into consistent policies, better tools, and scalable processes. The role owns the Care fraud and controls roadmap, business requirements, implementation coordination, and outcome measurement. It aims to prevent losses while reducing unnecessary contacts and manual effort, false positives, avoidable soft declines, and friction for legitimate customers.

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.
Define frontline risk-handling requirements, including responses to risk flags, required validation or evidence, permitted actions, and appropriate review or escalation.
Develop requirements and decision criteria for additional validation, customer restrictions, account separation, prevention of re-entry through new or linked accounts, and appropriate exceptions, review, and appeal paths.
Define requirements for agent and specialist tools that provide accessible risk context, linked-account visibility, prior decisions, evidence review, and clear guidance on permitted actions; partner with Product and Engineering to incorporate controls into agent tools.
Partner with Care Policy and operational teams to build consistent fraud-specific decision standards and verification, escalation, investigation, and resolution workflows.
Coordinate 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 to drive adoption and consistent application of 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.
Reduce unnecessary handoffs, repeated reviews, and inconsistent treatment.