Note: The job is a remote job and is open to candidates in USA. Etsy is a global marketplace for unique and creative goods connecting entrepreneurs with buyers worldwide. The Senior Operations Manager, Fraud will lead a scaled fraud and risk operation, set strategic priorities and measurable goals, develop investigative capabilities, and manage internal and outsourced teams. The role also partners cross-functionally on fraud detection, automation, incident response, and high-stakes investigations.
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
- Of course, this is just a sample of the kinds of work this role will require! You should assume that your role will encompass other tasks, too, and that your job duties and responsibilities may change from time to time at Etsy's discretion, or otherwise applicable with local law
Skills
- 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
Benefits
- An equity package
- An annual performance bonus
- Competitive benefits that support you and your family
- Partially remote work, with team members coming into the Brooklyn office once or twice per week depending on proximity
- Remote candidates outside commutable distance may be considered on a case-by-case basis, with the expectation of occasional travel to the office
Company Overview
Company H1B Sponsorship