Job Family Group

The Supervisor, Operations Management 2D Fraud Resolution & Compliance is responsible for leading the day-to-day performance and operational execution of a team of frontline specialists within Central Dispatch Operations.

This role oversees fraud investigation, compliance enforcement, account remediation, and appeals adjudication while ensuring consistent service quality. The Supervisor partners closely with the Operations Manager to drive team performance, manage workload allocation, and support continuous improvement initiatives.

Key Responsibilities

Team Leadership & Supervision

• Lead and supervise a team of frontline specialists, providing daily guidance and performance oversight

• Allocate workload based on volume, complexity, and team capability

• Adjust staffing and scheduling to meet service level expectations

• Act as escalation point for complex or sensitive cases

Performance Management & Coaching

• Monitor performance against KPIs and quality metrics

• Deliver coaching, feedback, and development plans

• Identify performance gaps and implement corrective actions

• Document coaching activity in accordance with company policies

Operational Oversight & Quality

• Ensure execution of fraud resolution and compliance processes

• Review case outcomes and performance data to identify trends

• Monitor workflows and identify efficiency opportunities

• Partner with leadership to resolve systemic issues

Escalation Management

• Provide decision support for high-risk or complex cases

• Manage escalations from internal teams and customers

• Ensure consistent application of escalation processes

Workload & Capacity Management

• Balance reactive and proactive workflows

• Monitor capacity and communicate risks to leadership

• Support schedule coverage across queues

Training & Readiness

• Support onboarding and training efforts

• Ensure readiness for new tools, policies, and processes

• Monitor skill development and address gaps

Cross-Functional Collaboration

• Partner with Product, Technology, and business teams

• Represent the team in operational discussions

• Communicate performance updates to stakeholders

Compliance & Policy Oversight

• Ensure adherence to company policies and procedures

• Monitor enforcement consistency and documentation standards

• Escalate compliance concerns as needed

Continuous Improvement

• Identify inefficiencies and recommend improvements

• Support execution of process enhancements

• Optimize workflows and scheduling practices

Additional Duties

• Perform other responsibilities as assigned

Minimum Qualifications

• High school diploma/GED and 5 years in a related field. The right candidate could also have a different combination, such as a bachelor27s degree and 3 years27 experience in a related field; a master27s degree and 1 year of experience; or a Ph.D. and up to 1 year of experience.

• Demonstrated ability to lead a team effectively in a high-volume, fast-paced operational environment, including workload allocation, real-time performance monitoring, and proactive capacity management

• Strong coaching and development skills, with the ability to deliver clear and constructive feedback

• Ability to analyze workflow and performance data to identify trends, risks, and improvement opportunities

• Sound judgment and decision-making ability in escalated or time-sensitive situations

• Strong written and verbal communication skills

• Ability to manage competing priorities across multiple work streams

• Collaborative, cross-functional working style

• Proficiency with standard office tools

Preferred Qualifications

• Experience in logistics, marketplace, or transportation industry environments

• Familiarity with fraud resolution frameworks, compliance enforcement processes, or marketplace integrity operations

• Experience with case management, CRM, or workflow platforms