Senior Operations Manager, Fraud

Etsy•Brooklyn, NY

2d•Hybrid

About The Position

In this role, you’ll be responsible for a scaled operation for a critical fraud and risk vertical at Etsy, translating company-level priorities into a clear, sequenced roadmap and a set of measurable business goals. You’ll define the objectives and key results your organization contributes to, resolving trade-offs between contending priorities, and making the resourcing calls that determine what gets built, staffed, and sunset. You’ll work with a globalized outsourced operation, along with internal investigators, to identify and prevent fraud at scale, through manual reviews, automated detection, and with a variety of enforcement levers. A significant part of the role is people leadership at scale! You’ll lead and develop a team that includes senior individual contributors, inspiring engagement, improving hiring and performance management, and building the bench that Etsy’s Risk & Fraud organization will need two and three years from now. You’ll also act as a senior consultation and deciding point, leading your organization’s response to emerging risks and advising high-stakes investigations where the financial, regulatory, or brand exposure is material. Success in this position requires driving alignment across various functions within the organization. This is a full-time position reporting to the Director of Fraud Operations.

Requirements

5+ years of operations leadership experience, with 2+ years directly in Risk and Fraud
Strong quantitative instincts, with comfort using operational metrics, loss and cost models, and data to frame trade-offs rather than to support decisions already made.
Familiarity with fraud detection systems, machine learning driven decisioning, or rules and controls platforms.
Experience working with outsourced or vendor operations teams.

Responsibilities

Set the strategic direction for critical fraud verticals, defining what good looks like in measurable terms and connecting your team’s work to top-line business critical metrics.
Lead and develop a high-performing team of investigators and senior investigators: hire, coach, set clear goals, give direct feedback, and grow the next generation of leaders in the organization.
Own the overall operation, in coordination with Partner Success Management and our outsource partners, to achieve service level agreements, quality standards, and other operational critical metrics in service to user experience, quality, and cost.
Build robust investigative capabilities across the team to identify, mitigate, and then prevent fraud at scale
Partner with Product, Engineering, and Data Science to develop the detection, tooling, and ML roadmaps your team depends on, and hold those partnerships accountable to operational outcomes.
Handle capacity and cost, including headcount planning, vendor and outsourced partner relationships where applicable, and the automation investments that change your team’s unit economics.
Advise the organization’s response to emerging risks: stand up incident response where needed, decide when and how to raise, and personally coordinate high-stakes investigations.
Turn operational signal into influence by bringing data-backed recommendations to executive team members, so that policy, product, and tooling decisions reflect what your team sees on the front lines.
Build the operating system for your area, including the metrics, reviews, runbooks, quality bars, and critical issue paths that let the work scale without you in the room.
Represent Risk & Fraud in cross-functional and executive forums, presenting clearly upward, downward, and sideways in ambiguous or fast paced situations.