Shopper Risk Operations Team Lead

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

📋 Description

• Oversee the daily operations of the Shopper Risk Operations team.

• Supervise daily activities related to shopper risk and fraud prevention, along with team performance.

• Evaluate and monitor the performance of the team and its members.

• Ensure compliance with departmental procedures and company policies to achieve performance targets.

• Analyze data to inform Risk Operations management about emerging fraud patterns, scam merchants, product features, and processes that may result in disputes and chargebacks.

• Identify and propose process enhancements and product improvements to boost productivity and chargeback success rates while upholding high quality standards.

• Maintain sufficient staffing levels to guarantee timely processing of chargebacks before response deadlines.

• Provide recommendations on staffing based on the volume and complexity of incoming escalations.

• Mentor and support team members by offering guidance and training resources for their career growth.

⛳️ Requirements

• At least two years of management experience or relevant experience leading an operations team in the e-commerce or banking sectors.

• Bachelor’s degree from an accredited institution.

• Proficiency in word processing and spreadsheet applications, such as Google Suite or Microsoft Office.

• Capability to protect the confidentiality of personally identifiable information (PII) present in received documentation and utilized systems.

• Experience in data analysis and comfort making significant decisions in a fast-paced and occasionally uncertain environment.

• Strong attention to detail and ability to handle multiple tasks simultaneously.

• Exceptional problem-solving and analytical abilities.

• Excellent business judgment and communication skills.

• Proven experience with Claude or similar large language model tools is essential; candidates must be adept at using AI to improve productivity, research, and communication.

• Four years of experience in fraud prevention and/or chargeback processing.

• Two years of management experience in fraud prevention and/or chargeback operations.

• Familiarity with payment processing concepts and procedures.

• Experience in utilizing chargeback or fraud case management software.

🏝️ Benefits

• Remote work

• Full-time employment