URBN Senior Manager Fraud Strategy & Operations

URBN•Philadelphia, PA

About The Position

URBN is looking for a Senior Manager of Fraud & Operations. This role has global scope, supporting both our North American and European retail/wholesale business segments, and our Nuuly segment. This role will work collaboratively between our Customer Service, Brand Operations, Finance, Technology, Asset Protection, and Supply Chain Operation teams in effort to maximize revenue retention while providing quality consumer experiences. This position will detect and provide insights on trends within the space of revenue loss/customer disputes, exhibiting excellent fraud analysis techniques to do so. Ideal candidate should have knowledge of, or background in retail/e-commerce/Fast Moving Consumer Goods and preferably, a customer order review/customer service background, previous exposure to payment data and related processes, advanced familiarity with data analytics related KPI development and monitoring. This role will spearhead the organization’s relationships with external fraud-prevention and payment vendors. The Senior Manager will serve 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.

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 MSOffice Suite (Excel, PowerPoint, etc.), dashboard creation, etc.
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 w/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

Nice To Haves

Customer Service background and experience, a plus

Responsibilities

Develop an understanding of the order & payment platforms and processes to deliver deep analytical insights (trends, KPI’s, 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