Program Leader, Global Risk Support

8 - 10 years experience  • 

Salary depends on experience
Posted on 04/18/18
San Francisco, CA
8 - 10 years experience
Salary depends on experience
Posted on 04/18/18

You will be reporting into the Head of Global Safety Support and be accountable for managing the alignment of our regional risk programs, leading cross-regional initiatives, helping to define and standardize process improvements, being the senior POC to our business partners in Risk, and much more. This will produce better outcomes for our customers and more consistent data for the Risk team to use in building innovative products and solutions. This will be a leadership role with a heavy focus on stakeholder engagement, managing and executing on complex projects and programs, leading cross-functional collaboration, driving regional alignment, and improving processes through data analytics, organization, and teamwork.

What You’ll Do

  • Build a best-in-class, standardized program responsible for coordinating and executing across regions within a time-sensitive environment to enable delivery on operational KPIs
  • Provide project and key stakeholder alignment on initiatives to ensure they are connected to the larger customer support and Risk goals; ensuring projects are properly defined and scoped with charters that include well-written problem statements and quantifiable goals and baseline data
  • Develop a reporting cadence on performance, trends, and projects designed to standardize, improve processes, and enable better performance of the program
  • Identify opportunities in our processes and operational models, driving strategic projects aimed at making improvements with global impact
  • Serve as a critical thought partner to regional and global leadership in developing a best-in-class experience for the customer

What You’ll Need

  • Proven business leader and a minimum of 7 years of professional experience
  • Program management across multiple projects, stakeholders, and actionable insights
  • Experience with fraud, account takeovers, and/or payment systems at scale
  • Demonstrated success in using data to make customer focused decisions and to facilitate behavior change in support organizations
  • Exceptional written and verbal communication skills across multiple functions and teams
  • Experience with process design and optimization, program management, customer support strategies, and/ or quality assurance
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