{"id":3376951,"url":"https://alion.io/job/chewy-cc-fraud-controls-program-manager","title":"CC Fraud & Controls Program Manager","company":{"id":709617,"name":"Chewy","domain":"chewy.com","url":"https://alion.io/company/chewy-2","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":88,"open_postings":13,"ghost_share":0,"stale_share":0.462,"repost_share":0,"time_to_fill_p50_days":23,"computed_at":"2026-10-31T05:58:55Z"}},"role":"Management","role_family":"Management","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Plantation, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":75000,"max_usd":174000,"period":"year","method":"role_country_seniority_unknown","sample_n":13135},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-27T00:00:00Z","employer_posted_date":"2026-10-27","last_verified_at":"2026-10-31T22:21:04Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"Job Description:\nOur Opportunity\nWe are 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 selfservice experiences. This role will define how agents recognize and respond to risk signals, validate customers, apply appropriate controls, and determine when to resolve a request or escalate it for specialist review. It will also establish requirements for customer restrictions, separation and linked account controls that prevent identified bad actors from continuing fraudulent or abusive activity.\nWorking with Care Operations, CC Specialty, Fraud Product, Fraud Engineering, Returns Abuse and Care Policy, this person will translate risk patterns and operational feedback into consistent policies, better tools and scalable processes. The role will own the Care fraud and controls roadmap, business requirements, implementation coordination and outcome measurement.\nWhat Youʼll Do\nLead the Care fraud and controls roadmap. Identify gaps across frontline, specialist and self-service experiences, quantify opportunities and prioritize interventions that reduce losses, unnecessary contacts and manual effort.\nDefine frontline risk handling. Establish how agents respond to risk flags, what validation or evidence is required, which actions are permitted, and when additional review or escalation is appropriate. Make these requirements clear and practical within everyday customer interactions.\nDevelop customer and account controls. Define requirements and decision criteria for additional validation, restrictions, separation and prevention of re-entry through new or linked accounts, including appropriate exceptions, review and appeal paths.\nImprove agent and specialist tooling. Define requirements for 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 the tools agents use.\nBuild consistent policies and processes. Partner with Care Policy and operational teams on fraud-specific decision standards, verification, escalation, investigation and resolution workflows. Reduce unnecessary handoffs, repeated reviews and inconsistent treatment.\nCoordinate controls across channels. Work with Fraud Product, Fraud Engineering and the RDE and ORC teams to apply appropriate controls across Voice, Chat and self-service, reducing opportunities to bypass restrictions through another channel.\nDrive adoption and adherence. Coordinate training, knowledge content, communications and quality monitoring so frontline and specialist teams understand and consistently apply risk-handling requirements.\nImprove loss prevention and legitimate customer outcomes. Prioritize early-order and repeat fraud interventions while reducing false positives, avoidable soft declines and unnecessary friction for legitimate customers.\nMeasure business results. 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.\nWhat Youʼll Need\nExperience leading cross-functional programs in fraud prevention, risk, customer operations, trust and safety, or a related field.\nAbility to translate risk patterns and operational problems into practical policies, agent workflows and product requirements.\nExperience implementing changes across frontline customer service teams, specialist operations or self-service channels.\nStrong analytical judgment, including the ability to evaluate losses, control effectiveness, operational efficiency and customer impact.\nAbility to influence Product, Engineering and Operations partners, establish decision ownership and coordinate delivery.\nClear written communication and sound judgment when balancing loss prevention, customer experience and operational practicality.\nExperience with account validation, linked-account analysis, customer restrictions, agent tools or workflow automation would be particularly relevant.\nLocation: Plantation, FL\nChewy is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, gender, citizenship, marital status, religion, age, disability, gender identity, results of genetic testing, veteran status, as well as any other legally-protected characteristic. 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 .\nTo access Chewy's California CPRA Job Applicant Privacy Policy, please click here.","description_format":"text","description_chars":4831,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["E-commerce Platforms","Pet Food, Supplies & Care"],"lifecycle":[{"event":"open","at":"2026-10-28T03:06:04Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 184 · green card filings: 110","filings_12m":184,"filings_prev_12m":257,"green_card_filings_12m":110,"median_offered_wage_usd":149813,"route":null,"cap_exempt":false,"checked_at":"2026-10-29T16:27:21+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.901,"p_room":1,"age_days":4,"expected_fill_days":23,"reasons":["conf:2","velocity","win:early","comp:brand"],"computed_at":"2026-10-31T05:58:55Z"},"pay":null,"html_url":"https://alion.io/job/chewy-cc-fraud-controls-program-manager","json_url":"https://alion.io/job/chewy-cc-fraud-controls-program-manager.json","meta":{"generated_at":"2026-11-01T03:05:26Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":4759,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-02T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":709617},"rest":"https://alion.io/mcp/rest/get_company?id=709617"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fchewy-cc-fraud-controls-program-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fchewy-cc-fraud-controls-program-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fchewy-cc-fraud-controls-program-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/chewy-cc-fraud-controls-program-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fchewy-cc-fraud-controls-program-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3376951}},{"tool":"search_jobs","arguments":{"company":"chewy.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3376951},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}