Shopper Risk Operations Team Lead

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

📋 Description

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

• Supervise daily shopper risk management and fraud prevention initiatives alongside team performance.

• Evaluate and monitor both team and individual performance metrics.

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

• Examine data to inform Risk Operations management about emerging fraud patterns, scam merchants, product features, and processes resulting in disputes and chargebacks.

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

• Ensure sufficient staffing levels to guarantee chargebacks are processed within response timeframes.

• Provide recommendations regarding staffing based on incoming escalation volumes and complexity.

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

• Analyze trends and provide insights to management.

• Suggest improvements for processes and products.

⛳️ Requirements

• At least two years of management experience or relevant experience in overseeing an operations team within e-commerce or banking.

• Bachelor's degree from an accredited institution.

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

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

• Experience in data analysis and comfort in making significant decisions in a dynamic and sometimes uncertain environment.

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

• Excellent problem-solving and analytical capabilities.

• Strong business acumen and communication skills.

• Proven experience working with Claude or similar large language model tools is essential; candidates must be adept at leveraging AI for enhanced productivity, research, and communication.

• Only English resumes will be considered due to the position's requirements.

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

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

• Preferred: Familiarity with payment processing concepts and procedures.

• Preferred: Experience with chargeback or fraud case management software.

🏝️ Benefits

• Opportunities for career advancement.

• Resources for coaching and guidance in professional development.

• Full-time employment.