Program Manager, Loyalty Fraud

This position requires in-person collaboration up to five days a week. This arrangement is subject to change based on business requirements. Why West. Jet: Since our story took off in 1996, West. Jet has strived to enrich the lives of everyone in our world; a career with us is no exception. We’re proud to be one of Canada’s most admired and respected corporate cultures and continuously aim for the highest standards of service and success.

Join us, this is where your career story takes off.

Overview

The Loyalty team is responsible for the strategy, evolution and performance of the West. Jet Rewards program, delivering a compelling loyalty proposition that drives member engagement and creates long-term value for West. Jet and its partners. We are seeking a Program Manager to lead West. Jet Rewards’ Loyalty fraud program, with responsibility for leading the strategy, development, and ongoing management of West.

Jet’s loyalty fraud program. This role brings together cross-functional teams to strengthen fraud prevention, detection, response, and recovery capabilities while protecting members, loyalty assets, and the overall integrity of the loyalty program. Acting as the central point of coordination for loyalty fraud, the Program Manager will identify emerging risks, establish program priorities, drive implementation of fraud mitigation initiatives, and ensure effective processes are in place to respond to fraud incidents.

The role will partner closely with teams across Loyalty, Cybersecurity, Digital, Technology, Data & Analytics, Legal, Finance, Rewards Support, and other areas of the organization.

Key Responsibilities

Define and manage the Loyalty Fraud strategy and roadmap across prevention, detection, response and recovery Monitor fraud trends across West. Jet Rewards and partner activity, identifying emerging risks and capability gaps across the loyalty member lifecycle, including enrollment, account access, earning, linking and transfers, redemption, and account recovery.

Monitor industry trends and benchmark fraud practices across loyalty programs and relevant industries Prioritize and lead initiatives that strengthen fraud prevention, detection, response, and recovery capabilities. Coordinate cross-functional delivery of fraud-related initiatives and ensure risks, dependencies, and decisions are effectively managed.

Assess fraud considerations associated with new and existing loyalty partnerships, capabilities and member propositions Fraud Prevention & Detection Partner with Cybersecurity, Technology, Digital, and Analytics teams to identify and implement appropriate fraud prevention and detection capabilities. Support the development of business rules, thresholds, controls, monitoring, alerts, and other mechanisms to identify suspicious member activity.

Evaluate opportunities to introduce technology and automation that improve fraud detection and reduce manual effort. Monitor emerging fraud trends, vulnerabilities, and attack patterns relevant to loyalty programs. Incident Response & Recovery Establish clear processes and accountabilities for managing loyalty fraud incidents.

Coordinate cross-functional response to significant fraud events, ensuring appropriate stakeholders are engaged and actions are tracked through resolution. Develop and maintain policies and procedures for member account recovery, identity verification, reimbursement, and post-incident monitoring. Lead post-incident reviews to identify root causes, control gaps, and opportunities to prevent recurrence.

Governance & Performance Establish fraud governance, escalation pathways, and decision-making forums. Develop reporting and KPIs to monitor fraud activity, financial exposure, operational performance, and effectiveness of fraud controls. Provide regular updates and recommendations to senior leadership on fraud trends, incidents, risks, and program priorities.

Maintain documentation of fraud policies, processes, controls, and accountabilities. Cross-Functional Leadership Serve as the central business lead for loyalty fraud across the organization. Build strong relationships across Loyalty, Cybersecurity, Technology, Digital, Analytics, Legal, Finance, Contact Centre, and other relevant teams.

Translate fraud risks and technical considerations into clear business impacts, priorities, and recommendations. Drive alignment and accountability across teams where fraud responsibilities span multiple functions. Experience and qualifications: 5+ years of experience in program management, fraud, risk management, loyalty, financial services, cybersecurity, digital products, or a related field.

Demonstrated experience leading complex, cross-functional programs and initiatives. Strong understanding of fraud risk, controls, governance, and incident management; experience within loyalty programs, payments, financial services, or digital platforms is an asset. Experience developing business processes, policies, operating models, or control frameworks.

Strong analytical skills with the ability to interpret data, identify trends, and translate findings into actionable recommendations. Experience developing executive-level reporting, presentations, and business cases. Strong stakeholder management and communication skills, with the ability to influence across functions and levels of an organization.

Ability to operate effectively in a rapidly evolving environment and manage multiple priorities. The benefits of being a West. Jetter: West. Jet provides all West. Jetters with a competitive total rewards package. On top of that, we offer: A fun and friendly culture with colleagues who work together to win Travel privileges for you and your family, effective from your start date Savings and Benefit programs that are flexible to meet your specific needs Think we’re a great fit?

Apply now! About West. Jet Group of Companies West. Jet took to the skies in 1996 with just over 200 employees and three aircraft operating service to five destinations. Since then, West. Jet has pioneered low-cost travel in Canada, cutting airfares in half, and increasing the flying population in Canada by more than 50 per cent.

Since the Sunwing Airlines integration in 2025, more than 15,000 West. Jetters support nearly 200 aircraft and connect guests to our global network of more than 100 destinations across North America, Central America, the Caribbean, Europe and Asia. The West. Jet Group is a major Canadian employer and includes West. Jet Airlines, West.

Jet Encore and Sunwing Vacations Group. We’re Canada’s leading value airline and largest vacation provider, with a united purpose of providing affordable and accessible air and vacation travel to Canadians. Our safety promise At West. Jet, the safety and security of our people and our guests is a core value and at the heart of what we do.

Safety and security are shared responsibilities all team members are expected to use safe work practices to ensure their well-being and the safety of others. West. Jet recognizes that the use of Alcohol and Drugs can adversely impact a safe work environment and the well-being of others including guests, suppliers and the public, as well as place West.

Jet's operations at risk. All roles that are identified as Safey-Sensitive are required to pass a Pre-Employment Alcohol and Drug Test as per West. Jet's Alcohol and Drug Policy. Our commitment to diversity, equity and inclusion We embrace what makes each of us unique, and what makes us uniquely West. Jet. We welcome diverse skills, experiences and backgrounds so if you're passionate about this role, we encourage you to apply – even if you don't meet every qualification listed.

West. Jet is committed to inclusiveness, equity and accessibility throughout the selection process. If you require accommodation at any stage, please contact our Talent Acquisition team at [email protected]. We value the time and effort you put into your application. Our recruitment process is highly competitive and while every applicant will receive communication regarding their application status, only those selected to move forward will be contacted with next steps.

If this role isn’t the right fit, we encourage you to explore future opportunities with us. For more information about everything West. Jet, please westjet.com/aboutus. If you wish to withdraw your application or request that your personal information be deleted, please contact us at [email protected].