Shopper Risk Operations Team Lead

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

📋 Description

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

• Supervise daily shopper risk management and fraud prevention activities, as well as team performance.

• Evaluate and monitor team and individual performance metrics.

• 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, and product features or processes leading to 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 ensure chargebacks are processed within response deadlines.

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

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

• Counsel management and suggest improvements regarding trends, processes, and product developments.

⛳️ Requirements

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

• Bachelor’s degree from an accredited institution.

• Proficient in word processing and spreadsheet applications, like 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 in making significant decisions in a fast-paced and often ambiguous environment.

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

• Exceptional problem-solving and analytical abilities.

• Strong business acumen and communication skills.

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

• Only English resumes will be accepted due to the nature of the position.

• 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 using chargeback or fraud case management software.

🏝️ Benefits

• Non-exempt/hourly position.

• Remote work flexibility.

• Opportunities for career advancement.

• Access to guidance and training resources for professional development.