Manager, Fraud Operations

Meet Upside

We created Upside to transform brick and mortar commerce. Our technology uses the sophistication of online retail—profit measurement, attribution, and incrementality—to provide users with more value on their everyday purchases and brick and mortar businesses with new, profitable customers. We’ve helped millions of users earn 2 to 3 times more cash back than any other product, and hundreds of thousands of brick and mortar businesses earn measurable profit. Billions of dollars in commerce runs through the Upside platform every year, and that value goes directly back to our retailer partners, the consumers they serve, and towards important sustainability initiatives. Our mission, values, and dedication to inclusivity guide our team of more than 300 people worldwide, and the quality of our culture is reflected in the impact we’ve had on the people and businesses we work with. But don’t just take our word for it! In 2023, Upside was included as a Top Workplace in the USA, received six Best Places to Work awards from Built In, and was named a Top Workplace for Perks & Culture by The Muse.

Meet the Consumer Operations team:

The Upside Consumer Support consists of internal specialists/advocates with additional support from a growing overseas team, laser-focused on delivering on best-in-class customer experience, increasing team rigor and efficiency, decreasing operational friction and effort, all the while deepening the relationship between Upside and our millions of monthly active users. Never settling for second best, this team devotes itself in building a comprehensive omnichannel support solution, delighting consumers with our expertise therefore increasing user satisfaction and retention.

About the job:

As a Manager, Fraud Operations, you’ll be owning and delivering strategic guidance, growth, efficiency, and all operations regarding Upside’s fraud and dispute functions. Working closely with cross-functional teams, you will have the opportunity to set the bar for fraud investigation work, management, and building out accurate prevention systems. In conjunction, you will also own Upside’s dispute monitoring program reporting to our Product and Finance teams on ways to improve the user experience while protecting our financial interests.

What You’ll Do:

• Develop strong, collaborative relationships with key partners to strategically orchestrate, implement, and optimize fraud operations processes, tools, and policies
• Identify and resolve potential situations that negatively impact Upside’s user base. Team up with the Product, Security, and Consumer Operations teams and drive the delivery of large cross-functional initiatives regarding Upside’s fraud posture, typically involving multiple team members.
• Own the dispute resolution process, ensuring that we respond to all incoming chargeback disputes and keep a positive relationship with external parties
• Achieve performance objectives while mitigating regulatory, reputational, and financial risk
• Build and analyze multiple data sources to determine data backed decisions for project prioritization and implementation.
• Stay current on industry best practices, emerging risk technologies, threat vectors, and competitor initiatives to ensure risk products and features are best in class

What You’ll Need:

• 8+ years of fraud mitigation strategy experience in a FinTech/startup environment
• Significant experience leading both internal and external teammates (e.g. BPO) to drive action
• Intermediate to advanced SQL knowledge skills to build data backed decisioning; Python experience is strongly preferred
• Extensive experience with payment processing platforms (e.g. Stripe and Worldpay)
• Obsessive focus on automation and optimization in preparation for growth

Fine Print:

• Worksite location: This is a hybrid role, based out of our New York City office. 
• Notice to recruiters and placement agencies: This is an in-house search with a dedicated recruiter. Please do not submit resumes to any person or email address at Upside. Upside is not liable for, and will not pay, placement fees for candidates submitted by any party or agency other than its approved recruitment partners.

At Upside, we believe that diversity drives innovation. Our differences are what makes us stronger. We‘re passionate about building a workplace that represents a variety of backgrounds, skills, and perspectives and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Everyone is welcome here. Come join us!