Senior Associate, Fraud Partner Operations

We believe the only way to predict the future is to build it. Creating solutions to lead our company and our industry is what we do — on every project, every day. This is especially true in Fraud Operations, where we're constantly finding new ways to minimize and prevent fraudulent activity on the platform. Through continuous improvement and operational excellence, our Fraud Strategy and Operations team protects both the business and our customers from bad actors.

As a Senior Associate in Fraud Operations, you'll help safeguard our platform through fraud detection and prevention. You'll scale reviews, build collaborative relationships with our outsourced operations partners(BPO), and optimize operational processes. You'll also drive performance management initiatives to help those partner teams meet and exceed performance standards. This role blends project management, quality analysis, and vendor relationship management, with hands-on casework along the way.

You will report into the Associate Manager on our Fraud Partner Operations team in our Fraud Strategy and Operations organization.

• Own the day-to-day health of fraud queues worked by our outsourced vendor partners(BPO), monitoring performance against key operational goals and driving improvement plans when queues fall short
• Lead quality review programs with vendor QA teams, using root-cause analysis to improve review accuracy and strengthen fraud detection and prevention
• Combat fraud using data-driven insights and daily performance reporting, with your work directly informing decisions made by leadership
• Independently champion projects from creation through execution, owning reporting, documentation, and process design while partnering closely with Fraud Operations, Analytics, WFM, BPO, Product, and other cross-functional stakeholders
• Build and run launch plans for new queues and cross-training initiatives, coordinating training, tooling, and go-live readiness while acting as a subject matter expert for onboarding into new queues
• Develop trusted relationships across internal teams and outsourced vendor partners, serving as a primary point of contact on escalations and ensuring unified visibility and communication across the fraud organization
• Dive into data to spot trends and turn complex information into clear, actionable insights that streamline workflows and elevate fraud strategy

• You have 4+ years experience in fraud, finance, or other professional operations environment as an individual contributor
• Proven experience managing 3+ long term projects with financial or process improvement impact
• Previous experience managing BPO’s
• Proficiency in: internal systems (FWS, THQ) Salesforce, ACC, OAI, Mode, Sigma
• You have advanced time management and analytical skills
• Strong working knowledge of SQL for querying and analyzing relational databases required
• Strong written and verbal communication: can communicate with customers, cross-functional partners and senior leaders effectively 
• Investigations experience (fraud, insurance, law enforcement) or experience working on a process improvement team