Manager, Fraud Operations

Role

The Manager of Fraud Operations will join a high-impact team. This role is ideal for someone that is passionate about driving process improvement and motivating and managing a team of driven, customer-obsessed operators and team leads, all while analyzing systemic issues and implementing solutions to challenging problems. You will report to the Sr. Manager of Trust & Risk Operations, and lead a distributed (remote) team focused on solving our most sophisticated customer problems.

Responsibilities

• Lead, empower, coach and deliver high performance from a team of operators and team leads
• Set the vision and culture for your team by fostering a singular focus on improving customer experience
• Establish team goals and work with direct reports on strategies for executing, tracking progress and sharing results
• Consistently leverage data to drive impact on overall agent performance
• Provide oversight and help the team deliver projects involving analysis, process improvement, and strategy development, while working directly with global cross-functional teams to drive innovative solutions
• Identify concrete fraud insights, suggest recommendations, and advise operations/product strategy through effective communication and influence
• Own end-to-end resolution of incidents ranging from fraud spikes to capacity shortages

Requirements

• Curious about who thrives at Whatnot? We’ve found that low ego, a growth mindset, and leaning into action and high impact goes a long way here.
• A deep understanding and passion for delivering best-in-class support
• 4+ years of experience in managing and developing teams and leaders
• 5+ years of experience in the service industry, customer support, or in a high-volume and extremely fast-paced environment
• Passion for and commitment to team development
• Experience managing and influencing team strategy, and driving process improvement
• Experience with improving customer experience through innovation and championing the customer's voice
• Demonstrated success in presenting data (qualitative and quantitative) in a clear and compelling manner that inspires action
• Excellent communication skills, written, oral, and interpersonal

Qualifications

• Passionate about and committed to team development
• Experience managing and influencing team strategy, and driving process improvement
• Experience with improving customer experience through innovation and championing the customer's voice
• Demonstrated success in presenting data (qualitative and quantitative) in a clear and compelling manner that inspires action
• Excellent communication skills, written, oral, and interpersonal

Skills

• Passionate about and committed to team development
• Experience managing and influencing team strategy, and driving process improvement
• Experience with improving customer experience through innovation and championing the customer's voice
• Demonstrated success in presenting data (qualitative and quantitative) in a clear and compelling manner that inspires action
• Excellent communication skills, written, oral, and interpersonal

Benefits

• Generous Holiday and Time off Policy
• Health Insurance options including Medical, Dental, Vision
• Work From Home Support
• Home office setup allowance
• Monthly allowance for cell phone and internet
• Care benefits
• Monthly allowance for wellness
• Annual allowance towards Childcare
• Lifetime benefit for family planning, such as adoption or fertility expenses
• Retail; 401k offering for Traditional and Roth accounts in the US (employer match up to 4% of base salary) and Pension plans internationally
• Monthly allowance to dogfood the app

Company Culture

• All Whatnauts are expected to develop a deep understanding of our product.
• We're passionate about building the best user experience, and all employees are expected to use Whatnot as both a buyer and a seller as part of their job (our dogfooding budget makes this fun and easy!).

EEO Statement

We are proud to be an Equal Opportunity Employer. We value diversity, and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, parental status, disability status, or any other status protected by local law. We believe that our work is better and our company culture is improved when we encourage, support, and respect the different skills and experiences represented within our workforce.

Compensation Range

$140K - $160K