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 prevention strategy and optimize our operational workflows. This role involves managing fraud incidents, chargebacks, and vendor relationships while developing a comprehensive fraud mitigation strategy through data analysis and pattern recognition. You will work closely with Product, Engineering, and Legal teams to enhance fraud detection and prevention measures, ensuring the safety of Crunchyroll users.

Key Responsibilities
  • Chargeback Operations Leadership:
    • Oversee the chargeback management program, including vendor oversight, performance metrics, and case tracking.
    • Refine the chargeback resolution process to minimize losses and expedite case handling.
    • Ensure adherence to Excessive Chargeback Merchant Programs.
  • Fraud Case Management:
    • Investigate and resolve fraud incidents across various payment platforms in a timely manner.
    • Document and report findings related to fraud cases.
    • Engage with customers and develop communication strategies regarding fraudulent activities.
    • Monitor and analyze trends in fraudulent behavior to identify emerging threats.
    • Utilize data analytics tools for the detection and investigation of fraudulent transactions.
    • Establish metrics to evaluate the effectiveness of fraud and chargeback management efforts.
    • Prepare regular reports and present insights to senior leadership, recommending actionable strategies.
  • Enhancing Fraud Strategy:
    • Identify and escalate potential vulnerabilities and develop effective controls and countermeasures.
    • Collaborate with Product, Engineering, and Legal teams to create fraud prevention tools and strategies.
    • Guide the development and implementation of systems for fraud detection and remediation.
    • Stay informed on the latest trends, technologies, and techniques in fraud prevention.
  • 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.

About You

We are excited about 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 a managerial capacity.
  • Expertise in chargeback management and process optimization.
  • Proven ability to develop fraud mitigation strategies through data insights.
  • Strong vendor management and operational skills, including performance monitoring.
  • Experience collaborating with Product, Engineering, and Legal teams.
  • Proficiency in SQL, Python, or R for data analysis and investigation.
  • 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 field.
About the Team

The Trust & Safety team is dedicated to ensuring Crunchyroll and its users remain secure. Our mission is to establish Crunchyroll as a trusted platform by effectively detecting and responding to fraud and abuse. Our vision is to set the standard for customer protection and empower all Crunchyroll teams to work collaboratively to safeguard our users.
Why You Will Love Working at Crunchyroll

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

Our Commitment to Diversity and Inclusion

Our mission of helping people belong reflects our commitment to diversity & inclusion. We are an equal opportunity employer and value diversity at Crunchyroll.

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