Operations Manager III

Pinnacle Technical Resources • Cupertino, CA

73d • $60 - $70

About The Position

As a Senior Operations Specialist, candidate will lead initiatives aimed at enhancing customer support processes with cross-functional teams (including client's contact centers) and managing high-priority escalations that standard processes struggle to resolve. This includes collaborating closely with cross-functional teams to detect, mitigate, and prevent fraud and scam activity impacting client's store credit and gift card products and, while supporting key projects designed to safeguard client's customers.

Requirements

• Deep understanding of store credit and gift card products, including fraud risks, scam scenarios, and risk management best practices.
• Expertise in fraud prevention, compliance, and risk management controls within the payments industry.
• Proven experience in designing and optimizing customer support processes to enhance service efficiency and response times.
• Strong analytical and critical thinking skills, with a proactive, innovative approach to fraud prevention.
• Excellent written and verbal communication skills, able to clearly convey findings and updates to stakeholders at all levels.
• Collaborative and adaptable team player, with the ability to thrive in a dynamic, fast-paced environment.
• Exceptional attention to detail, with proven project management experience in operational support.

Responsibilities

• Manage executive escalations related to store credit and gift card fraud, ensuring timely resolution and alignment with Client's fraud mitigation strategies.
• Lead special projects to improve fraud detection, mitigation, and prevention measures, specifically for store credit and gift card products.
• Oversee and refine customer support processes to handle fraud-related cases efficiently, including managing communications with internal teams and external partners.
• Track, analyze, and prioritize fraud-related issues in testing and production environments; coordinate with engineering and partners to resolve issues swiftly.
• Conduct end-to-end testing for fraud prevention initiatives, providing regular updates and documentation on testing progress.
• Support program management, reporting, and documentation for fraud and risk initiatives, ensuring compliance with evolving industry standards.
• Monitor performance metrics related to fraud detection and partner performance, issuing alerts and providing actionable insights to business teams.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401K contributions
• PTO
• Sick leave

What This Job Offers

• Career Level: Senior
• Industry: Professional, Scientific, and Technical Services
• Number of Employees: 5,001-10,000 employees