Senior Risk Tools & Automation Lead

This is a fully remote position, open to applicants in India.

📋 Description

• Take ownership of the complete agent experience within risk and fraud investigation processes, managing everything from case intake to decision-making, documentation, and quality review.

• Analyze agent workflows to identify pain points and measure friction in handling time, clicks, context switching, and error rates.

• Create feedback mechanisms to ensure agent needs are documented, prioritized, and transparently addressed.

• Collaborate with Training, Quality, and Workforce Management on enablement, documentation, and tracking of adoption.

• Convert operational needs into business requirements, user stories, and acceptance criteria.

• Manage the operational risk tooling roadmap and backlog.

• Lead the intake, triage, and prioritization of tooling requests based on impact assessment.

• Facilitate user acceptance testing, ensure launch readiness, and conduct post-launch evaluations.

• Define a long-term vision for a cohesive risk workbench that integrates signals, account history, payment data, linked entities, and decision-making processes.

• Collaborate with Platform, Design, and UX Research teams on discovery, journey mapping, wireframes, prototypes, and usability testing.

• Identify, evaluate, and prioritize opportunities for automation in manual and repetitive tasks.

• Work with Platform, Engineering, and Data Science to develop and implement AI-assisted functionalities.

• Establish human-in-the-loop guardrails, quality controls, and monitoring systems.

• Construct business cases that connect automation efforts to quantifiable outcomes and communicate progress to senior leadership.

• Act as the main operations policy liaison across both technical and non-technical teams.

• Align stakeholders on priorities, trade-offs, and timelines.

• Effectively communicate roadmaps, launches, and impacts to frontline agents and executive leadership.

⛳️ Requirements

• Over 10 years of experience in operations, program management, or product management.

• More than 5 years of experience in fraud, payment risk, trust and safety, or a related investigative field.

• A bachelor's degree is mandatory.

• Demonstrated success in crafting business requirements, user stories, and acceptance criteria that resulted in tools with measurable outcomes.

• Knowledge of user experience testing and design, including conducting discovery interviews, journey mapping, usability testing, and working with wireframes or prototypes.

• Proven ability to collaborate successfully with both technical and non-technical partners.

• Experience in identifying and implementing automation or process improvements on a large scale, with measurable results related to metrics such as handling time, throughput, accuracy, or loss.

• Strong analytical capabilities, comfortable using data to assess opportunities, create business cases, and measure results; familiarity with SQL or similar tools is a plus.

• Exceptional written and verbal communication skills, with the ability to convey complex technical and operational concepts in a simplified manner for executive audiences.

• A master's degree is preferred.

• Practical experience in designing or launching agent workbenches, case management systems, or investigation consoles.

• Experience utilizing generative AI or large language models in operational environments.

• Knowledge of fraud and risk areas such as payment fraud, chargebacks, account takeovers, identity verification, or anti-money laundering.

• Familiarity with workflow and automation platforms, including rules engines, robotic process automation (RPA), or low-code tools, as well as agile delivery methods.

• Experience leading change management initiatives and promoting adoption across large, globally distributed operational teams.

• Background in e-commerce, travel, fintech, or payments sectors.

🏝️ Benefits

• Base pay range includes allowances.

• Potential eligibility for bonuses or incentives.

• Possible eligibility for one or more equity programs.

• Comprehensive benefits package.

• Employee Travel Credits.

• Reasonable accommodations provided throughout the recruitment process for applicants with disabilities.