Manager, Fraud Operations

Whatnot•Phoenix, AZ

3d•$140,000 - $160,000•Remote

About The Position

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.

Requirements

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

Nice To Haves

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

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.

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
Retirement; 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
Parental Leave: 16 weeks of paid parental leave + one month gradual return to work company leave allowances run concurrently with country leave requirements which take precedence.