Senior Manager, Advanced Analytics, FSI

📋 Description

• Define and implement KPI frameworks for global Fraud & Safety operations (quality, accuracy, SLA, productivity, cost)

• Develop dashboards and reporting systems to track enforcement performance across different regions, vendors, and workflows

• Conduct weekly/monthly business reviews, converting data into actionable insights for Operations, Policy, and leadership

• Design and oversee experimentation (A/B testing, pilots) to enhance enforcement quality, reviewer productivity, and user experience

• Identify the causes of errors, escalations, and policy inconsistencies, and convert findings into process enhancements

• Collaborate with Operations and Policy to test and refine enforcement strategies (e.g., thresholds, escalation rules)

• Work with global operations and vendor teams to optimize staffing, capacity planning, and queue management

• Analyze performance metrics across third-party vendors and internal teams, ensuring adherence to SLA and quality standards

• Lead forecasting models to balance cost, coverage, and service levels across high-volume workflows

• Collaborate with Product and Engineering teams to translate operational insights into tooling and workflow advancements

• Work with Policy and Legal teams to ensure that enforcement decisions are measurable, auditable, and compliant

• Assist with high-severity incidents and “war room” analytics, offering real-time insights during escalations

• Create self-service analytics tools that empower Operations leaders to monitor performance and conduct scenario analyses independently

• Standardize metrics, taxonomies, and reporting across workflows to establish a consistent “source of truth” for operations

• Promote the adoption of data-driven decision-making across global Trust & Safety teams

⛳️ Requirements

• 8+ years of experience in analytics, risk, or safety; 5+ years in leadership roles managing high-performing teams

• Demonstrated ownership of large-scale data products or taxonomies within a regulated environment

• Experience in supporting large-scale human operations (content moderation, fraud review, support, or risk operations)

• Strong expertise in SQL and data modeling; experience with experimentation design, and working knowledge of Python/R, and ML pipelines

• Proven ability to:

• Design KPIs and operational metrics

• Translate ambiguous issues into structured analytical frameworks

• Influence cross-functional stakeholders (Operations, Product, Policy, Finance)

• Drive measurable improvements in quality, efficiency, and cost

• Skilled in incident impact scoping, post-incident analytics, and scenario planning or tabletop exercises—converting insights into systematic enhancements

• Proven track record of enabling legal, policy, operations, product, and engineering teams to make independent, forward-thinking, data-driven decisions through self-service

• Exceptional storyteller with a talent for making complex analytics actionable for any audience, and for advocating transformation throughout the organization

🏝️ Benefits

• Bonuses

• Equity

• Benefits

• Employee Travel Credits