Lead Manager, Fraud Prevention Operations

1 week ago

Culver City, California, United States Crunchyroll Full time
About Crunchyroll

WE HELP EVERYONE BELONG. IT'S OUR PURPOSE.

Founded by fans, Crunchyroll delivers the art and culture of anime to a passionate community. We super-serve over 100 million anime and manga fans across 200+ countries and territories, and help them connect with the stories and characters they crave. Whether that experience is online or in-person, streaming video, theatrical, games, merchandise, events and more, it's powered by the anime content we all love.

About the Role

We are seeking a Senior Manager, Fraud Operations to enhance our fraud strategy and improve operational workflows within the Trust & Safety team. This role involves managing fraud cases, chargebacks, and vendor relationships while developing a comprehensive fraud mitigation strategy through data analysis and pattern recognition. You will collaborate with various teams, including Product, Engineering, and Legal, to strengthen our fraud detection and prevention efforts.

Key Responsibilities
  • Chargeback Operations Leadership:
    • Oversee the chargeback management program, focusing on vendor oversight, performance metrics, and case tracking.
    • Refine chargeback processes to minimize losses and effectively resolve cases.
    • Ensure adherence to Excessive Chargeback Merchant Programs.
  • Fraud Case Management:
    • Investigate and resolve fraud incidents across diverse payment platforms in a timely manner.
    • Document and report on fraud cases thoroughly.
    • Communicate with customers and develop messaging related to fraudulent activities.
    • Monitor and analyze trends in fraudulent behavior to identify potential risks.
    • Utilize data analytics tools for detecting and investigating fraudulent transactions.
    • Establish metrics to evaluate the effectiveness of fraud and chargeback management initiatives.
    • Prepare regular reports and present findings to senior leadership, recommending necessary actions.
  • Enhancing Fraud Strategy:
    • Identify vulnerabilities and potential risks, developing controls and countermeasures accordingly.
    • Collaborate with Product, Engineering, and Legal teams to create fraud prevention and mitigation strategies.
    • Guide the development and implementation of tools for fraud detection and remediation.
    • Stay informed on the latest trends and technologies in fraud prevention.
  • Collaboration with Law Enforcement:
    • Work alongside Legal and global law enforcement agencies to provide necessary information for investigations.
In this role, you will report to the Director of Trust and Safety.

About You

We value candidates who possess:
  • 5+ years of experience in fraud management within a B2C context, particularly in subscription-based services in the streaming or gaming sectors.
  • 3+ years of experience in managing teams.
  • Expertise in chargeback management and optimizing related workflows.
  • Experience in developing fraud mitigation strategies through data insights.
  • Strong vendor management and operational skills, including performance monitoring.
  • Proficiency in collaborating with Product, Engineering, and Legal teams.
  • Skills in SQL, Python, or R for data analysis and investigation.
  • Solid experience in conducting detailed fraud investigations.
  • Experience managing both first-party and third-party payment processors.
  • A Bachelor's degree in Business, Finance, Computer Science, or a related field.
About the Team

The Trust & Safety team is dedicated to ensuring the security of Crunchyroll and its users. Our mission is to maintain a trusted platform by effectively detecting and responding to fraud and abuse. We aim to set the standard for customer protection and foster collaboration across all Crunchyroll teams to safeguard our users.
Why You Will Appreciate Working at Crunchyroll

In addition to collaborating with passionate colleagues, you will enjoy a comprehensive compensation package, including salary and performance bonuses, flexible time-off policies, and generous health benefits.

Our Commitment to Diversity and Inclusion

Our mission of helping people belong reflects our commitment to diversity & inclusion. It's just the way we do business.

We are an equal opportunity employer and value diversity at Crunchyroll.

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