Rewards Fraud & Misuse Strategy & Operations Transformation

Job Description

Help shape how we prevent and respond to fraud and misuse in a high-impact rewards environment. In this role, you will bring structure, transparency, and measurable outcomes to complex, cross-functional work. You will modernize processes and tools, strengthen controls, and improve the customer and operational experience. If you thrive in ambiguous problem spaces and can translate insights into action, this role offers a broad platform to drive change.

Own strategy and delivery for an end-to-end Credit Card Rewards Fraud & Misuse operations workstream. Lead cross-functional problem solving across Product, Technology, Operations, Risk, and Fraud/AML to modernize processes and tooling, strengthen controls, and deliver measurable outcomes. Drive clear governance, quantified trade-offs, and executive-ready communications.

Job Responsibilities

• Set goals, roadmap, governance, operating cadence, and success metrics for the Fraud & Misuse workstream.
• Maintain a single prioritized backlog and treatment roadmap; ensure solutions balance customer impact, operational feasibility, compliance, and economics; drive remediation from identification to closure with pre/post measurement and sustainability checks.
• Redesign end-to-end process workflow (intake/triage, queue design, SLAs, escalations, QA, recoveries, feedback loops) and eliminate manual work through playbooks, controls, automation, and tooling/data enhancements in partnership with Tech and Ops.
• Drive root-cause problem solving, align decisions/accountabilities, and partner with Product/Tech across applications to align feature roadmaps and ensure holistic fraud & misuse treatment coverage; coordinate with Fraud/AML and Risk/Legal/Compliance as needed.
• Produce regular program reporting (performance, throughput, key risks, incident learnings, forward priorities), own benefits tracking (forecast vs. actual), and lead incident governance and executive updates.

Required qualifications, capabilities, and skills

• 8+ years in fraud and/or misuse/abuse (or closely related financial crime risk/controls) with ownership of measurable outcomes.
• Demonstrated success transforming operations and/or case management workflows with sustained adoption, including operating cadence, SLAs, escalations, and exception/override governance.
• Strong analytical rigor and structured problem solving; able to quantify trade-offs and drive decisions.
• Proven ability to lead through influence across Product, Technology, Operations, Risk, and Fraud/AML, including aligning roadmaps across applications for holistic fraud & misuse treatment coverage.
• Strong executive communications (concise writing and decision-oriented updates).
• Experience defining metrics, reporting, and benefits tracking (forecast vs. actual).

Preferred qualifications, capabilities, and skills

• Cards, rewards/loyalty, digital abuse patterns, or incentives gaming experience.
• Experience running governance mechanisms across multiple teams.
• Familiarity with experimentation/monitoring approaches for controls and operational performance.

Applicants must be authorized to work for any employer in the US. We are not able to provide immigration sponsorship or take over sponsorship of an employment visa at this time. Final job grade level and corporate title will be determined at time of offer and may differ from this posting. This role does not provide relocation assistance, so all candidates must be local to the work locations listed in the job posting or willing to relocate on their own immediately upon hire

About Us

Chase is a leading financial services firm, helping nearly half of America’s households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs. 

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions.  We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process. 

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our  FAQs for more information about requesting an accommodation.

Equal Opportunity Employer/Disability/Veterans

About the Team

Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We’re proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions – all while ranking first in customer satisfaction.

We offer a broad array of credit cards to meet the needs of individuals and small businesses, including Chase-branded and co-branded cards in partnership with well-known companies and organizations. Merchant Services is a leading provider of payment, fraud and data security for companies, capable of authorizing transactions across global currencies.