Accountabilities

Agent Experience Optimization: Own and continuously improve the end-to-end experience of risk and fraud investigation teams, covering case intake, investigation, decision-making, documentation, and quality reviews. Observe agent workflows, identify operational challenges, and measure inefficiencies related to handling time, manual steps, context switching, and error rates.

Stakeholder Feedback and Enablement: Establish structured feedback channels, including surveys, office hours, agent networks, and request management processes. Collaborate with Training, Quality, and Workforce Management teams to ensure new tools are effectively introduced through appropriate documentation, training, and adoption monitoring.

Requirements and Roadmap Management: Translate operational needs into clear business requirements, user stories, and acceptance criteria. Own the operational risk tooling roadmap and backlog, prioritizing improvements according to business impact, efficiency gains, risk reduction, and regulatory requirements.

Project Delivery and Testing: Manage tooling requests from initial assessment through implementation. Lead user acceptance testing (UAT), release readiness activities, and post-launch performance evaluations to ensure solutions meet operational expectations.

Workbench Design and Innovation: Define the long-term vision for a unified risk investigation workbench that integrates relevant signals, account histories, payment information, linked entities, and decision-making capabilities. Partner with Design, Platform, and UX Research teams to develop journey maps, wireframes, prototypes, and usability testing initiatives.

Automation and AI Integration: Identify opportunities to automate repetitive operational activities, including case routing, information gathering, data enrichment, case summarization, documentation, and low-risk decision-making. Partner with Engineering and Data Science teams to implement AI-powered capabilities such as agent copilots, recommended actions, and automated workflows.

Governance and Quality Controls: Establish human-in-the-loop processes, monitoring frameworks, and quality safeguards to ensure automation and AI solutions maintain accuracy, fairness, security, and regulatory compliance.

Performance Measurement: Develop business cases for automation initiatives, quantify expected efficiency improvements, and track measurable outcomes such as reduced handling times, improved throughput, increased accuracy, and financial loss prevention. Communicate progress and results to senior leadership.

Cross-Functional Leadership: Act as the primary operational partner for risk tooling initiatives, aligning Engineering, Platform, Data Science, Design, Policy, Legal, Compliance, and Finance stakeholders. Influence strategic decisions, manage competing priorities, and communicate roadmaps, timelines, and project outcomes to both operational teams and executive audiences.

Requirements

Education: Bachelor's degree required; a Master's degree is preferred.

Professional Experience: At least 10 years of experience in operations, program management, or product management, including a minimum of 5 years in fraud, payment risk, trust and safety, or a related investigation-focused field.

Product and Requirements Management: Demonstrated experience developing business requirements, user stories, and acceptance criteria that have resulted in successfully delivered tools and measurable operational improvements.

UX and Design Knowledge: Familiarity with user experience research and design methodologies, including discovery interviews, journey mapping, usability testing, wireframes, and prototypes.

Automation and Process Improvement: Proven ability to identify, implement, and scale automation or operational efficiency initiatives, with measurable results in productivity, handling time, accuracy, throughput, or risk reduction.

Technical Collaboration: Experience partnering with Engineering, Platform, and Data Science teams, as well as non-technical stakeholders across Operations, Legal, Compliance, and Finance.

How Jobgether works

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

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