Senior Fraud

4 weeks ago


San Diego, United States San Diego Zoo Wildlife Alliance Full time

HOW YOU WILL IMPACT OUR MISSIONThe Senior Fraud and E-Commerce Manager is responsible for meeting the financial and positioning goals of sales and marketing to support the Zoo and Safari Park. Supports fraud detection and chargeback investigations, ticket and membership policies, Complimentary and Trade ticket policies and fulfillment, project management, product testing, launching, and quality control. This position reports to the Director of Call-Center Operations.WHAT YOU WILL DO

Hires, trains, develops, directs and manages department staff. Assures team complies with established protocols and professional standards. Provides quarterly training to front line staff concerning all items fraud related.
Manages e-commerce fraud operations by overseeing fraud investigations and fraud identification software. Oversee performance of the third-party chargeback management company and provides investigative evidence necessary to complete contracted duties. Develops policies and procedures, and identifies opportunities to improve the detection of fraud and dispute losses. Administers process of membership warnings and revocations.
Facilitates new product testing in preparation of launch for sale. Performs audits of all existing ticket and premium products. Guarantees product description accuracy on all public facing documents. Partners with Zoo and Park tour hosting departments to prepare products for sale.
Develops and reviews reports and implements related policies and procedures. Develop and enhance complex SQL queries for pulling and correlating datasets. Create and maintain consistent reports in support of the Sales and Marketing Department (sales/membership/ticketing and attendance). Maintains department manual and resource tools.
Oversees advance ticket and gift card fulfillment. Manage the Ticket Fulfillment Center for issuing complimentary, discount, vendor, and promotional passes for team members, high volume super users, and third-party promotional partners. Support special events from Human Resources with event management and ticket distribution.
Assigns and conducts special projects.

WHAT WE ARE LOOKING FORJOB EXPERIENCE

At least 3-years experience in an eCommerce and fraud prevention environment 
At least 3-years supervisory experience 
At least 3-years of project management experience 
Experience in a theme park/zoo/attraction industry preferred

EDUCATION AND CERTIFICATIONS

Bachelor's Degree in Finance, or Business, or related field or equivalent specialized training. 
CFE Preferred

SKILLS AND KNOWLEDGE

Extensive knowledge of computer programs and database systems 
Knowledge of SQL and Excel pivot tables required 
Experience with Galaxy ticketing software, Accertify (or other fraud detection software), Blackbaud, Luminate, Airtable, Salesforce, and Microsoft Dynamics preferred 
Extensive analytical and problem solving skills 
Effective leadership skills 
Communicates effectively (verbal and written) 
Work effectively in team environment 
Develop and maintain policy and procedures 
Conflict resolution 
Maintain confidentiality with sensitive matters and information



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