Manager, Fraud Operations

Manager, Fraud Operations LocationPhoenix, AZEmployment TypeFull timeDepartmentTrust & RiskTnR LeadershipCompensation$140K – $160KThe salary or hourly rate range may be inclusive of several levels that would be applicable to the position. Final salary or hourly rate will be based on a number of factors including, level, relevant prior experience, skills, and expertise. This range is only inclusive of base salary or hourly rate, not benefits or equity.🚀 Join the Future of Commerce with Whatnot!Whatnot is the largest livestream shopping platform in North America and Europe to buy, sell, and discover the things you love. Whether it's trading cards, fashion, electronics, or live plants, our sellers are building real businesses across hundreds of categories. We're building live commerce at a scale that's never been done in the West, and there's no playbook to copy. The people here are shaping how an entirely new industry develops.As a remote co-located team, we're inspired by our values and anchored in hubs across the US, UK, Ireland, Poland, Germany, and Australia. We move fast, stay close to our users, and focus on the work that drives the most impact.We're one of the fastest growing marketplaces and were recently named the #1 Best Startup Employer in America by Forbes. Check out the latest Whatnot updates on our news and engineering blogs and join us as we enable anyone to turn their passion into a business and bring people together through commerce.💻 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 leadsSet the vision and culture for your team by fostering a singular focus on improving customer experienceEstablish 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 solutionsIdentify concrete fraud insights, suggest recommendations, and advise operations/product strategy through effective communication and influenceOwn 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 support4+ 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 environmentPassion for and commitment to team developmentExperience managing and influencing team strategy, and driving process improvementExperience with improving customer experience through innovation and championing the customer's voiceDemonstrated success in presenting data (qualitative and quantitative) in a clear and compelling manner that inspires actionExcellent communication skills, written, oral, and interpersonal🎁 BenefitsGenerous Holiday and Time off PolicyHealth Insurance options including Medical, Dental, VisionWork From Home SupportHome office setup allowanceMonthly allowance for cell phone and internetCare benefitsMonthly allowance for wellnessAnnual allowance towards ChildcareLifetime benefit for family planning, such as adoption or fertility expensesRetirement; 401k offering for...