Associate Director Program Manager

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 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 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 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 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.

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The specific salary offered to a candidate may be influenced by a variety of factors including but not limited to the candidate’s relevant experience, education, and work location. In addition, this position is eligible for 401k and a new hire and annual equity grant.   We offer different types of insurance, such as medical/Rx, vision, dental, life, disability, hospital indemnity, critical illness, and accident. We offer parental leave, family services benefits, backup dependent care, flexible spending accounts, telemedicine, pet adoption reimbursement, employee assistance program, and many discounts including 10% off pet insurance and 20% off at Chewy.com.   Salaried-exempt team members have unlimited PTO, subject to manager approval. Team members will receive six paid holidays per year. Team members may be eligible for paid sick and family leave in compliance with applicable state and local regulations.

Base Salary Range$149,000—$245,000 USD

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.

 

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