Associate Director Program Manager
Associate Director Program Manager
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Job Description
Our Opportunity:
Chewy is hiring an Associate DirectorProgram Manager to own our Returns Abuse program within the Refunds Replacements and Concessions (RRC) org. Youll 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. Youll 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. Youll partner with Engineering Data Science Customer Service Fraud and Category to scale our defenses improve Net Recovered Value (NRV) and reduce financial leakage.
What Youll 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 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 programs 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.
What Youll 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 Chewys 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
- Whats the ROI of tightening returns rules for First-RRC customers with linked accounts
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Required Experience:
Director
Employment Type
Full Time
