Senior Operations Manager, Fraud

Company Overview

Etsy is the global marketplace for unique and creative goods. We build, power, and evolve the tools and technologies that connect millions of entrepreneurs with millions of buyers around the world. As an Etsy employee you will tackle unique, meaningful, and large‑scale problems alongside passionate coworkers while making a rewarding impact and keeping commerce human.

About the role

You will be responsible for a scaled operation for a critical fraud and risk vertical at Etsy, translating company‑level priorities into a clear, sequenced roadmap and measurable business goals. You will define objectives and key results, resolve trade‑offs, and make resourcing decisions that determine what gets built, staffed, and sunset. The role includes people leadership at scale, developing senior individual contributors, improving hiring and performance management, and building the bench needed for the Risk & Fraud organization over the next two to three years. You will also act as a senior consultant and decision point, leading responses to emerging risks and advising high‑stakes investigations with material financial, regulatory, or brand exposure.

Responsibilities

• Set the strategic direction for critical fraud verticals, defining measurable success criteria and linking team work to top‑line business metrics.
• Lead and develop a high‑performing team of investigators and senior investigators: hire, coach, set clear goals, give direct feedback, and grow the next generation of leaders.
• Own the overall operation in coordination with Partner Success Management and outsourced partners to achieve service level agreements, quality standards, and other operational metrics.
• Build robust investigative capabilities to identify, mitigate, and prevent fraud at scale.
• Partner with Product, Engineering, and Data Science to develop detection, tooling, and ML roadmaps, holding those partnerships accountable to operational outcomes.
• Manage capacity and cost, including headcount planning, vendor and outsourced partner relationships, and automation investments that affect unit economics.
• Advise the organization’s response to emerging risks: stand up incident response, decide escalation, and coordinate high‑stakes investigations.
• Translate operational signals into data‑backed recommendations for executive stakeholders, influencing policy, product, and tooling decisions.
• Build the operating system for the area, including metrics, reviews, runbooks, quality bars, and critical issue paths that enable scaling without constant oversight.
• Represent Risk & Fraud in cross‑functional and executive forums, presenting clearly in ambiguous or fast‑paced situations.

Qualifications

• 5+ years of operations leadership experience, with at least 2 years directly in Risk and Fraud.
• Strong quantitative instincts; comfortable using operational metrics, loss and cost models, and data to frame trade‑offs.
• Familiarity with fraud detection systems, machine‑learning‑driven decisioning, or rules‑and‑controls platforms.
• Experience working with outsourced or vendor operations teams.

Compensation & Benefits

• Base salary determined by location, skills, and experience; Geo‑1 (NYC, SF Bay, Seattle) $182,000 – $246,000 USD annually; Geo‑2 (all other U.S. locations) $164,000 – $222,000 USD annually.
• Equity package.
• Annual performance bonus.
• Competitive benefits supporting you and your family.

Location & Work Mode

We prioritize candidates within commutable distance of Etsy’s Brooklyn office. Depending on proximity, team members are expected to be in the office once or twice per week. Remote candidates outside commutable distance may be considered on a case‑by‑case basis, with the expectation of occasional travel to the office.