Sr Program Manager

Our Opportunity:

Chewy is hiring a Sr 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 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 programʼs 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 enhancements.
• 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 Youʼll 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 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