[Remote] Manager, Fraud Operations

Note: The job is a remote job and is open to candidates in USA. Whatnot is the largest livestream shopping platform in North America and Europe, enabling users to buy, sell, and discover products across various categories. The Manager of Fraud Operations will lead a remote team focused on improving customer experience and driving process improvements while analyzing and resolving fraud-related issues.ResponsibilitiesLead, empower, coach and deliver high performance from a team of operators and team leadsSet the vision and culture for your team by fostering a singular focus on improving customer experienceEstablish team goals and work with direct reports on strategies for executing, tracking progress and sharing results. Consistently leverage data to drive impact on overall agent performanceProvide oversight and help the team deliver projects involving analysis, process improvement, and strategy development, while working directly with global cross-functional teams to drive innovative solutionsIdentify concrete fraud insights, suggest recommendations, and advise operations/product strategy through effective communication and influenceOwn end-to-end resolution of incidents ranging from fraud spikes to capacity shortagesSkillsA deep understanding and passion for delivering best-in-class support4+ years of experience in managing and developing teams and leaders5+ years of experience in the service industry, customer support, or in a high-volume and extremely fast-paced environmentPassion for and commitment to team developmentExperience managing and influencing team strategy, and driving process improvementExperience with improving customer experience through innovation and championing the customer's voiceDemonstrated success in presenting data (qualitative and quantitative) in a clear and compelling manner that inspires actionExcellent communication skills, written, oral, and interpersonalBenefitsGenerous Holiday and Time off PolicyHealth Insurance options including Medical, Dental, VisionWork From Home SupportHome office setup allowanceMonthly allowance for cell phone and internetMonthly allowance for wellnessAnnual allowance towards ChildcareLifetime benefit for family planning, such as adoption or fertility expenses401k offering for Traditional and Roth accounts in the US (employer match up to 4% of base salary) and Pension plans internationallyMonthly allowance to dogfood the app16 weeks of paid parental leave + one month gradual return to work \•company leave allowances run concurrently with country leave requirements which take precedence.Company OverviewWhatnot is a livestream shopping platform for buying and selling products. It was founded in 2019, and is headquartered in San Francisco, California, USA, with a workforce of 1001-5000 employees. Its website is https://www.whatnot.com.