Manager, Fraud Operations (Ecommerce)

TL;DR

Manager, Fraud Operations (Ecommerce): Leading a distributed team of operators and team leads to resolve sophisticated fraud issues and improve customer experience with an accent on process improvement and systemic issue analysis. Focus on driving operational efficiency, leveraging data for performance tracking, and collaborating with cross-functional teams to implement innovative fraud solutions.

Location: Remote (Hubs in US, UK, Ireland, Poland, Germany, and Australia)

Salary: $140K – $160K

Company

hirify.global is the largest livestream shopping platform in North America and Europe, enabling users to buy and sell across hundreds of categories.

What you will do

• Lead, empower, and coach a distributed team of fraud operators and team leads to ensure high performance.
• Establish team goals and leverage data to track progress and improve agent performance.
• Drive process improvements and strategy development in collaboration with global cross-functional teams.
• Analyze fraud insights to provide recommendations for operations and product strategy.
• Own the end-to-end resolution of incidents, including fraud spikes and capacity shortages.

Requirements

• 4+ years of experience in managing and developing teams and leaders.
• 5+ years of experience in customer support or high-volume, fast-paced service environments.
• Demonstrated success in presenting quantitative and qualitative data to inspire action.
• Excellent written, oral, and interpersonal communication skills.
• Must be based in or have work authorization for one of the company hubs (US, UK, Ireland, Poland, Germany, Australia).

Culture & Benefits

• Comprehensive health insurance options including Medical, Dental, and Vision.
• Retirement plans: 401k with employer match (up to 4%) in the US and pension plans internationally.
• Work-from-home support, including a home office setup allowance and monthly cell phone/internet allowances.
• Care benefits including monthly wellness allowance and annual childcare allowance.
• 16 weeks of paid parental leave with a gradual return-to-work period.
• Monthly budget to use the app as both a buyer and seller (dogfooding).