Job Description

**Our Opportunity:** Chewy is hiring an **Associate Director Program Manager** to 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:** + **Lead** **our** **FY25** **Returns** **Abuse** **roadmap** - including ML model recalibration, rule deployment, RRC escalations, and refund enforcement policy tuning. + **Own** **sendback and refund hold pol** **i** **cy** **log** **i** **c** across services ensuring alignment with abuse risk profiles, SKU economics, and CX guardrails. + **Dr** **i** **ve execut** **i** **on of our abuse m** **i** **t** **i** **gat** **i** **on strategy** , reducing RRCs in key segments. + **Serve** **as** **the** **program** **ʼ** **s** **central po** **i** **nt** **of** **accountab** **i** **l** **i** **ty** , translating abuse risk signals into coordinated actions across Product, Tech, CS, Fraud, and BI. + **Establ** **i** **sh** **governance for refund except** **i** **ons** and manual overrides; track override trends, identify gaps, and implement guardrails via training or RDE improvements. + **Scale** **agent-fac** **i** **ng** **workflows** with contextual abuse indicators, automated blocks, and enforcement nudges to improve CX and reduce leakage. + **Contr** **i** **bute** **to** **SLT-fac** **i** **ng** **mater** **i** **als** **,** **QBRs** **,** **OP1s** **,** **and** **bus** **i** **ness** **cases** - 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). + Bachelor's degree in Business, Analytics, Finance or related field. + 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 HR@Chewy.com. To access Chewy's Privacy Policy, which contains information regarding information collected from job applicants and how we use it, please click here: Chewy Privacy Policy. **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** **CAAR@chewy.com** **.** **If you have a question regarding your application, please contact** **HR@chewy.com** **.** **To access Chewy's Customer Privacy Policy, please click here ( . To access Chewy's California CPRA Job Applicant Privacy Policy, please click here ( .**

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