Operations Manager, Risk & Fraud

About You:

We are looking for an Operations Manager, Risk & Fraud, who is technically savvy and ready to join a rapidly growing team. We value strategic thinkers, motivated self-starters with positive attitudes and strong work ethic. The ideal candidate will have superlative organizational and communication skills and a strong eye for quality and detail.

As Operations Manager, you will help assist with multiple job responsibilities within the operations function. The OM will oversee the fraud, chargeback and returns processes and be responsible for the weekly/monthly reporting of each queue's stats, along with continually assessing each queue for process improvement. The OM will manage a small but growing team, working with each member to create KPIs and SOPs for their assigned queues and their contributions will be fundamental to the success of the business.

Responsibilities:

• Improve processes and communicate SOPs to all stakeholders.
• Ensure that Fraud, Chargeback, and Returns are within industry standards. 
• Work cross-functionally with teams such as, CX, Supply Chain, Accounting, B2B, Product and Tech
• Oversee and report weekly, monthly, quarterly, and annual metrics
• Be able to discern fraud, chargeback and return patterns that require escalation
• Address operational concerns and issues
• Develop and implement operational procedures and policies
• Analyze training needs and requirements
• Proactively identify and mitigate risks with corrective action plans while working under strict deadlines
• Collaborate with the rest of the Operations team and appropriate stakeholders to implement new processes/procedures and monitor operational activities 
• Assess and align procedures to streamline workflows that impact Operations
• Perform other duties as assigned

Requirements:

• 5-8 years experience in operations and fraud; or Bachelor's Degree
• 2-3 years of managerial experience
• Knowledge of ecommerce business model (i.e. Fraud Management, Chargeback,Customer Service, User Experience, business processes, etc.)
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• Fraud Platform, OMS and 3PL experience
• Experience with fraud rule set optimization
• Excellent interpersonal communication and organizational skills to coordinate project activities
• Ability to communicate with others effectively
• Ability to conduct research for special projects, respond timely inquiries, and present written/ oral briefings
• Ability to work with details and time-sensitive issues
• A critical thinker with strong time management, process orientation skills
• Ability to multi-task and pivot with changes along the way
• An entrepreneurial spirit combined with operational skills to ensure self-directed projects and ideas are seen through to execution
• Ability to interact effectively with internal business teams across various levels (Sales, Customer Experience and Marketing)
• Some experience in analysis and documentation of functional requirements for ecommerce projects
• Preferred: Experience with Magento, Shopify, and Salesforce