URBN Senior Manager Fraud Strategy & Operations

About the role

This role has global scope, supporting both our North American and European retail/wholesale business segments, and our Nuuly segment. The Senior Manager will work collaboratively between Customer Service, Brand Operations, Finance, Technology, Asset Protection, and Supply Chain Operation teams to maximize revenue retention while providing quality consumer experiences. This position will detect and provide insights on trends within revenue loss and customer disputes, exhibiting excellent fraud analysis techniques. The role will spearhead the organization’s relationships with external fraud-prevention and payment vendors, serving as the first line of review for all related vendor contracts, cost agreements, and invoicing—vetting commercial terms and escalating any material or out-of-pattern terms prior to execution.

Responsibilities

• Develop an understanding of the order & payment platforms and processes to deliver deep analytical insights (trends, KPIs, payment processing costs, alert monitoring, etc.)
• Create operational reporting (visualizations/dashboards) and lead day-to-day performance measurement of order screening and our revenue capture and maintenance strategy
• Utilize performance data to inform processes & fraud roadmap
• Partner with departments across the organization to inform and educate on findings and prevention measures
• Reduce instances of fraud by identifying areas of high fraud or dispute activity and designing strategies to improve
• Analyze outcomes and report results regularly in a consistent format that can be comprehensible to a varied set of audiences
• Own and manage day-to-day relationships with external partners, acting as the primary business point of contact for performance, escalations, and commercials
• Maintain organized records of vendor contract terms, pricing, and renewal dates to support accurate invoice validation, budgeting, and cost forecasting

Requirements

• 5+ years of progressive experience in payment disputes, fraud detection and analysis in e-Comm/retail environments
• Demonstrated ability to lead both direct and matrixed teams, influence senior leaders without formal authority, and successfully deliver complex, cross-functional initiatives in a fast-paced, omni-channel retail environment
• Experience in diagnosing issues and developing and proposing strategies to resolve through implementation
• High analytical prowess; 3+ years’ experience using analytics to drive key business decisions
• Excellent skills in MS Office Suite (Excel, PowerPoint, etc.), dashboard creation, etc.
• Customer Service background and experience, a plus
• Experience in contractual review, utilizing sound judgment to identify and proactively escalate cost or non-compliance risks
• Excellent communication skills (written/verbal) – ability to adeptly negotiate and influence
• Highly organized and focused; ability to meet critical deadlines on short timelines
• Self-starter – comfortable taking initiative while quickly grasping concepts, processes, and ideas
• Strong attention to detail with ability to think analytically and dynamically
• Ability to thrive in a fast-paced, evolving environment while maintaining efficiency in tasks
• Ability to understand key business processes and develop competitive strategies related to fraud prevention
• Strong financial and commercial accountability

Benefits

URBN offers comprehensive Perks & Benefits to employees. Availability and eligibility to specific benefits may be subject to your location and employment status. Benefits include medical, dental, vision, PTO, generous employee discounts, retirement savings and much more.