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.

Position Overview

We are seeking a Senior Manager, Fraud Operations to enhance our fraud prevention framework and optimize our operational workflows. This role involves managing fraud incidents, chargebacks, and vendor relations while developing a comprehensive fraud mitigation strategy through data analysis and pattern recognition. You will work closely with cross-functional teams, including Product, Engineering, and Legal, to strengthen our fraud detection and prevention measures.

Key Responsibilities
  • Chargeback Operations Leadership:
    • Oversee the chargeback management system, including vendor oversight, performance metrics, and case tracking.
    • Refine the chargeback process to minimize losses and expedite case resolutions.
    • Ensure adherence to Excessive Chargeback Merchant Programs.
  • Fraud Case Management:
    • Investigate and resolve fraud incidents across various payment platforms efficiently.
    • Document and report findings related to fraud cases.
    • Engage with customers and craft messaging concerning fraudulent activities.
    • Monitor fraudulent activity trends to identify potential risks.
    • Utilize data analytics tools for fraud detection and investigation.
    • Establish metrics to evaluate the effectiveness of fraud and chargeback management.
    • Prepare regular reports and present insights to senior leadership, recommending necessary actions.
  • Fraud Strategy Enhancement:
    • Identify and escalate vulnerabilities or risks, developing appropriate controls and countermeasures.
    • Collaborate with Product, Engineering, and Legal teams to formulate fraud prevention strategies.
    • Guide the development and implementation of tools for fraud detection and remediation.
    • Stay informed on emerging fraud trends, technologies, and prevention methodologies.
  • Collaboration with Law Enforcement:
    • Partner with 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.

Candidate Profile

We are interested in candidates who possess:
  • 5+ years of experience in fraud management within a B2C context, particularly in subscription-based businesses in the streaming or gaming sectors.
  • 3+ years of experience in team leadership.
  • Expertise in chargeback management and workflow optimization.
  • Experience in developing fraud mitigation strategies through data analysis.
  • Strong vendor management and operational skills, including performance monitoring.
  • Experience collaborating with Product, Engineering, and Legal teams.
  • Proficiency in SQL, Python, or R for analytical purposes.
  • Solid investigative skills with a focus on 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 discipline.
About the Team

The Trust & Safety team is dedicated to maintaining a secure environment for Crunchyroll and its users. Our mission is to ensure Crunchyroll remains a trusted platform by effectively detecting and responding to fraud and abuse. Our vision is to set the benchmark for customer protection and empower all teams to collaborate in safeguarding our users.
Why You Will Appreciate Working at Crunchyroll

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

Our Commitment to Diversity and Inclusion

We are committed to fostering a diverse and inclusive environment, reflecting our mission of helping people belong. We are an equal opportunity employer and value diversity at Crunchyroll.

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