RoleThe Manager of Fraud Operations will join a high-impact team. This role is ideal for someone that is passionate about driving process improvement and motivating and managing a team of driven, customer-obsessed operators and team leads, all while analyzing systemic issues and implementing solutions to challenging problems. You will report to the Sr. Manager of Trust & Risk Operations, and lead a distributed (remote) team focused on solving our most sophisticated customer problems.
- Lead, empower, coach and deliver high performance from a team of operators and team leads
- Set the vision and culture for your team by fostering a singular focus on improving customer experience
- Establish team goals and work with direct reports on strategies for executing, tracking progress and sharing results. Consistently leverage data to drive impact on overall agent performance.
- Provide oversight and help the team deliver projects involving analysis, process improvement, and strategy development, while working directly with global cross-functional teams to drive innovative solutions
- Identify concrete fraud insights, suggest recommendations, and advise operations/product strategy through effective communication and influence
- Own end-to-end resolution of incidents ranging from fraud spikes to capacity shortages.
YouCurious about who thrives at Whatnot? We've found that low ego, a growth mindset, and leaning into action and high impact goes a long way here.
- A deep understanding and passion for delivering best-in-class support
- 4+ years of experience in managing and developing teams and leaders.
- 5+ years of experience in the service industry, customer support, or in a high-volume and extremely fast-paced environment
- Passion for and commitment to team development
- Experience managing and influencing team strategy, and driving process improvement
- Experience with improving customer experience through innovation and championing the customer's voice
- Demonstrated success in presenting data (qualitative and quantitative) in a clear and compelling manner that inspires action
- Excellent communication skills, written, oral, and interpersonal
Benefits- Generous Holiday and Time off Policy
- Health Insurance options including Medical, Dental, Vision
- Work From Home Support
- Home office setup allowance
- Monthly allowance for cell phone and internet
- Care benefits
- Monthly allowance for wellness
- Annual allowance towards Childcare
- Lifetime benefit for family planning, such as adoption or fertility expenses
- Retirement; 401k offering for Traditional and Roth accounts in the US (employer match up to 4% of base salary) and Pension plans internationally
- Monthly allowance to dogfood the app
- All Whatnauts are expected to develop a deep understanding of our product. We're passionate about building the best user experience, and all employees are expected to use Whatnot as both a buyer and a seller as part of their job (our dogfooding budget makes this fun and easy!).
- Parental Leave
- 16 weeks of paid parental leave + one month gradual return to work *company leave allowances run concurrently with country leave requirements which take precedence.
