Manager II, Account Safety and Fraud Operations

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Your Responsibilities:

• Ideate, advocate for, and drive a comprehensive Fraud strategy across cross functional partner teams including Policy, Legal, Engineering, Product and Marketing
• Identify opportunities to improve current processes and propose solutions in order to increase operational efficiency, customer satisfaction and the employee experience.
• Model accountability to promote an environment of ownership and productivity, including guiding leaders through addressing underperforming employees
• Recruit, hire, develop and performance manage a team of 4-6 frontline managers and senior ICs supporting customers with resolution of a wide-range of issues, including emergency issues that pose significant risk to the company, users, and animal safety.
• Support the onboarding and training of new frontline leaders by partnering with Learning and Development and providing excellent mentorship
• Regularly lead cooperative efforts among members of a project focused on improving account safety and fraud recurrence at Rover.
• Assemble performance reporting by collecting, analyzing, and summarizing data and trends for internal leaders and cross functional partners.
• Apply a change management process and methods to support changes required by a project or initiative. Support communication efforts, assess the change impact and support training and sustainment efforts
• Anticipate future consequences and trends accurately. Leverage this understanding to build credible visions and plans that drive the business forward
• Ability to remain empathetic, and compassionate in high stakes emergency situations, and guide customers to effective solutions.
• Exhibits excellent written and verbal communication skills to effectively manage employees including a structured communication process to filter information throughout the organization.
• Sets clear expectations for job assignments, sets and monitors employee goals, holds employees accountable for job responsibilities and achieving goals, and mentors, coaches and disciplines employees when necessary.
• Identify and analyze reports, then making data-driven decisions to improve business outcomes and customer experience.
• Interface with fraud system vendors to advocate for product changes and stronger partnerships.

Your Qualifications:

• 5+ years of managing or leading teams in Fraud Operations, Trust and Safety or Risk Management required
• 3+ years in a senior leadership role where the responsibilities included managing other leaders required
• 2+ years of experience working in or managing a team with a focus on account security and/or online fraud required
• Bachelor's degree in communications, business, criminal justice or a related field or equivalent fraud experience required 
• Extensive experience working with fraud detection tools such as SIFT, Signifyd, and Stripe Radar

Preferred Qualifications:

• Master’s Degree in a related field
• Used Rover as an owner or a sitter
• Experience in digital marketplaces (Rover, Airbnb, Uber, etc)
• 2+ years experience with Identification Verification

Benefits of Working at Rover.com

• Competitive compensation
• 401k
• Flexible PTO
• Competitive benefits package, including medical, dental, and vision insurance
• Commuter benefits
• Bring your dog to work (and unlimited puppy time)
• Doggy benefits, including $1000 toward adopting your first dog
• Stocked fridges, coffee, soda, and lots of treats (for humans and dogs) and free catered lunches semi-monthly 
• Regular team activities performed in-person and virtually

Compensation:

• In the greater Seattle area the first year salary range is $99,719-128,513. In Washington State outside of the greater Seattle area the first year salary range is $90,654-$116,830. Additionally, Rover offers a long-term incentive plan with a company performance-based cash payout and benefits to full-time employees.
• The cash compensation offered for this role will be dependent on the candidate's experience, qualifications, skills and abilities as demonstrated in the interview and hiring process.