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Fraud Manager

at GOAT Group (View all jobs)

Remote US

About the Team

At GOAT Group, our Fraud and Disputes Teams are essential in maintaining trust between our buyers and sellers. Tasked with everything from auditing purchases to verifying credit card information, you will be part of a group dedicated to protecting our customers as well as the integrity of our platforms. In this vital role, you will use best-in-class technology alongside our own proprietary analytical models to ensure superior fraud prevention.

Role Overview

The Senior Fraud Manager is responsible for managing the fraud teams. Develops policies and procedures as well as identifies opportunities to improve the accuracy and efficiency of the team efforts to detect, prevent and reduce fraud and dispute losses while providing a quality consumer experience for our customers.

In this role, you will:

• Lead, manage, and train a team of Fraud Specialists
• Collaborate with leadership to establish performance KPIs across the team and continuously monitor and manage team members to these targets
• Leverage various data points and data sets to drive decisions and understand / communicate the financial and customer impact on the business and respective goals
• Review and manage appropriate queues to ensure orders and tickets are processed and resolved in a timely manner
• Work with the fraud specialists to reduce instances of fraud, identify areas of high fraud or high dispute activity, and work in conjunction with the Fraud, CX and OPS teams to improve fraud detection and loss prevention
• Regularly educate specialists and investigators on fraud activity and associated behaviors to ensure consistency
• Review all escalated orders on a daily basis in a timely manner, adhering to company service level agreements
• Assist in reviewing orders, working disputes, resolving tickets and handling customer inquiries
• Serve as the first point of contact across departments in reviewing transactions, troubleshooting issues and handling escalations.
• Establish insightful reporting related to customer and internal challenges with the fraud process and identify potential areas for improvement, helping to scale and automate the fraud flow for support
• Assist in communicating the fraud process and desired product improvements with the investigations and fraud strategy teams and other cross-functional teams to improve the user experience
• Ensure that customers are receiving the best service across fraud and dispute-related touchpoints

We are looking for:

• 5+ years of experience managing fraud and disputes teams in e-commerce fraud and payments environments
• Working some late nights weekly required to manage international fraud teams
• A proven people manager who closely monitors team performance while building camaraderie, maintaining team morale and motivating others to continuously improve their KPIs
• Strong attention to detail and an ability to think analytically (and teach others to do so as well) and drive informed, accurate decisions
• Ability to thrive and drive in a fast-paced, ever-changing environment and maintain efficiency with minimal errors
• Highly organized and focused on meeting critical deadlines on short timelines
• Self-starter and comfortable taking initiative while quickly grasping concepts, processes and ideas
• Experience working directly with consumers and internal customer support teams
• Willingness to go the extra mile to ensure that we provide the best consumer experience
• Excellent communication skills, both verbal and written

The hiring range for this position is below, plus benefits (401K, paid time off, dental, medical, vision, disability, life insurance options). To determine starting pay within the hiring range, we carefully consider a variety of factors, including primary work location, role/level, a candidate’s skills, experience, market demands, and internal parity. You may reach out to a recruiter for additional information.

Hiring Range:

$110,200$137,700 USD

GOAT Group represents the leading platforms for authentic sneakers, apparel and accessories. Operating four distinct brandsGOAT, Flight Club, Grailed and aliasGOAT Group has a global community of over 50M members across 170 countries.

GOAT is the global platform for the greatest products from the past, present and future. Since its founding in 2015, GOAT has become the leading and most trusted sneaker marketplace in the world, and has expanded to offer apparel and accessories from select emerging, contemporary and iconic brands. Through its unique positioning between the primary and resale markets, the company offers styles across various time periods on its digital platforms and in its retail locations, while delivering products to over 50 million members across 170 countries.

Established in New York City over 15 years ago, Flight Club revolutionized sneaker retail as the original consignment store for rare shoes. Carrying the rarest exclusives and collectible sneakers, Flight Club has evolved from a one-stop sneaker destination, to a cultural hub for sneaker enthusiasts and novices alike. With three brick-and-mortar locations in New York City, Los Angeles and Miami, Flight Club remains the premier source for authentic, rare sneakers.

Founded in 2013, Grailed is the leading community-driven marketplace for rare luxury, streetwear and vintage fashion. The marketplace was built for enthusiasts, by enthusiasts, and features products from brands including Supreme, Raf Simons, Gucci, Saint Laurent, Balenciaga, Prada and more. With a highly curated selection of resale pieces including inventory exclusive to the platform, Grailed makes fashion accessible.

The company is backed by strategic investor Foot Locker, Inc. as well as some of the leading names in venture capital including Park West Asset Management, T. Rowe Price Associates, Inc., Franklin Templeton, Adage Capital Management, Ulysses Management, D1 Capital Partners, Accel, Andreessen Horowitz, Index Ventures, Matrix Partners, Upfront Ventures, Webb Investment Network and Y Combinator.

GOAT Group will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, if applicable. By applying, you authorize GOAT Group to send you text messages regarding your job application, interview and/or onboarding process, and other job opportunities at GOAT Group. If you are a California resident, please review our California Privacy Rights Notice for Job Applicants. If you are an EU or UK resident, please review our EU / UK Candidate & Employee Privacy Notice.