Fraud Investigation and Operations Lead, Audible Fraud Defense, Business Risk Content

Amazon • Newark, NJ

2d • Onsite

About The Position

At Audible, we believe stories have the power to transform lives. It’s why we work with some of the world’s leading creators to produce and share audio storytelling with our millions of global listeners. We are dreamers and inventors who come from a wide range of backgrounds and experiences to empower and inspire each other. Imagine your future with us.

ABOUT THIS ROLE
As the Fraud Investigation and Operations Lead for the Audible Fraud Defense Program, you will lead and oversee fraud investigations and operations at Audible. Your responsibilities will include enhancing existing fraud detection and investigation techniques, as well as proactively identifying new fraud modus operandi (MOs). You will be the subject matter expert and primary point of contact for all fraud operations-related matters.

In this role, you will collaborate closely with partners and key stakeholders across Audible and Amazon to protect Audible's integrity and trustworthiness for creators, producers, and customers. As the subject matter expert, you will work to safeguard Audible's reputation and ensure a secure environment for all stakeholders involved.

Requirements

• Bachelor's degree or equivalent
• 5+ years of experience in a risk management, fraud investigation, fraud operations, risk operations or similar role.
• Experience writing effective narratives, communicating complex concepts both written and verbal
• Experience sourcing and analyzing data, including running and modifying SQL queries to investigate anomalies and drive data decisions. Should be highly data driven
• Proficiency in Excel and Business Intelligence tools (e.g. Tableau, Microsoft Power BI)

Nice To Haves

• Master's degree, or MBA
• Experience in subscription-based business and related fraud detection and investigation, experience in payment risk detection and prevention
• 4+ years of relevant operations industry experience
• Ability to understand and manage complex systems
• Ability to manage cross-functional projects to drive improvement of efficiency and effectiveness
• Experience driving change and innovation

Responsibilities

• Manage and triage fraud investigation requests raised to the Audible Fraud Defense team, ensure actions are taken within defined SLA
• Lead and guide the Fraud Operations team responsible for fraud investigations, corrective actions and communications
• Serve as the point of escalation for fraud related termination appeals for second tier investigations, and work with Legal partners in handling those appeals appropriately
• Create and maintain fraud investigations and operations playbooks and processes, measure and monitor operations efficiency, identify opportunities to streamline processes and operationalize the enhancements
• Manage all steps in our fraud operations to remove fraudulent titles, stop royalty payments, terminate egregious repeat offenders and true up metrics
• Maintain and enhance the process for royalty harvesting identification and account terminations, royalty withholdings
• Maintain and enhance the process to identify and stop copyright infringement
• Coordinate the regular removal of fake reviews from Audible sites (via tickets, file formatting, etc).
• Identify and mitigate membership fraud related to purchases, returns, chargebacks and concessions
• Work with the content piracy screening vendor and engage in the operations of Audible copyright enforcement, ensure content piracy is identified and actioned on in a timely manner
• Anticipate and proactively identify next gen fraud techniques whether it is generative AI, text to speech or similar emerging technologies
• Serve as the subject matter expert for fraud investigation and operations, work with the Audible Fraud Defense program product manager on creating and implementing the fraud defense roadmap and strategy, and work with the fraud data analytics team on building and enhancing metrics, dashboards and other data-driven mechanisms needed for fraud investigation and operations
• Establish and maintain a strong working relationship with all counterparts in Amazon fraud operations
• Create and maintain an Audible fraud MO inventory that can be shared with other Amazon businesses

Benefits

• health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage)
• 401(k) matching
• paid time off
• parental leave
• sign-on payments
• restricted stock units (RSUs)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level