Senior Director, Integrity Operations

THE CHALLENGE

At Eventbrite, we power a platform that offers an open opportunity for anyone to gather for their chosen purpose. As both an organization that cares about diversity of thought and a global platform that fosters a vibrant community, we are committed to providing a safe, well-lit environment for live experiences.  The integrity of our platform is something we take very seriously.  Our Integrity Operations (AKA Platform Operations) team fulfills our creator’s primary need -timely and accurate payments - while also enforcing the rules for how to safely and responsibly use our services. Our challenge includes globally scaling Integrity Operations efficiently in a manner that serves our diverse set of events and addresses the evolving nature of fraud and content with marketplace platforms.  The live experience begins the moment a consumer searches for an event, and we strive to make sure every experience on or off our platform represents Eventbrite, its customers, and our community.  

THE TEAM

Situated within our Customer team, the Integrity Operations team enforces the rules for how our platform may be used by our event creators and consumers. The team serves a crucial role in allowing our community to experience Eventbrite in a way that fosters trust, safety, diversity, and inclusiveness, while also internally managing certain legal and compliance risk associated with the Eventbrite platform.  We utilize proactive and strategic detection methods, and strive to scale our operations to become a best-in-class global operations program. 

THE ROLE

We are looking for a Senior Director, Integrity Operations to join the Eventbrite team, reporting to Eventbrite’s Chief Customer Officer. This person will be a seasoned operations leader specifically in the fraud and/or trust area and will lead and evolve fraud, chargebacks, payments, and trust & safety operations. You will collaborate cross-functionally with key leaders across policy, finance, customer success, product, engineering, and legal to solve our toughest trust-based challenges, drive operational excellence, and develop a scalable approach to ensuring we can sustainably execute through the growth of the company and peaks in case volume. 

YOU WILL

• Lead and develop a high performing team of fraud, trust and payments operations professionals
• Design, implement and optimize best-in-class workflows for these teams
• Evolve integrity operations programs to enhance operational excellence, value and return
• Deliver a high standard of quality and performance
• Develop and implement an approach to operational tooling that considers build vs buy. Work closely with product and engineering to prioritize and execute improvements
• Build appropriate measurement capability and leverage this to improve and enforce metrics-driven goals against a wide variety of operational processes
• Proactively identify inefficient processes, chokepoints, and operational risks; develop and execute on options for resolution or process change
• Demonstrate an understanding of the broader peer-platform ecosystem and competitive landscape to develop strategic approach and positioning
• Represent Integrity Operations within a cross-functional team when significant incidents occur by communicating the findings to business leaders, executive staff, and key stakeholders across the organization, brainstorming solutions, ensuring team morale, and following through with a post mortem process
• Develop an understanding of top fraud drivers, UGC moderation, and other qualitative insights specific to ticketing and in real-life events
• Establish and own end-to-end detailed tracking and strategy for headcount, capacity, strategic planning and potential outsourcing solutions
• Accurately forecast work volume, staffing levels, and resourcing needs to enable operations teams to achieve strategic goals and optimize operations outcomes

THE SKILL SET

• Deep domain expertise: 10+ years of experience in payments, risk, fraud or trust-related operations 
• A proven people leader: 6+ years of people management experience
• An expert communicator: Executive presence coupled with an ability to influence across all levels of the organization
• Curious and passionate: Eagerness to learn new things and discover emerging and new data trends.
• Clear thinking: Strong ability to assess, analyze, and ultimately resolve issues for short and long term impact 

BONUS POINTS

• Experience manipulating large data sets in SQL or equivalent, and drawing actionable insights from data
• Expertise in regional payment systems, compliance, and associated regulations
• An established understanding of the ticketing or events landscape 

WHAT WE OFFER

At Eventbrite, we strive to support our Britelings and their loved ones through different stages of life with robust and attractive benefits, financial and physical wellness options, and great perks. In addition to offering a competitive salary and company stock, we have other great benefits available. In the Briteland, you’ll find great medical plans, fertility and adoption benefits, wellness reimbursement, generous parental leave, and much more. 

We care about your mental health and wellbeing.

Our employees enjoy free coaching sessions with Modern Health. We also offer free therapy sessions with a psychologist. You’ll also have access to private medical insurance for you and your family, that includes dental care. And our wellness program to pay for your gym expenses. 

We work hard to cultivate a diverse, equitable and inclusive culture where Britelings feel like they belong. 

Employees can participate in resource groups and we offer programming throughout the year to support a diverse and inclusive workplace.  

We offer ongoing training and career development that meets people where they are in their careers. 

We offer unlimited access to courses in Udemy, leadership coaching for all managers, Briteling led talks, and weekly company-wide town halls with our CEO. We take culture seriously and design programs with employee feedback in mind to make Eventbrite a great place to work no matter where you work from in the world. 

Work-life balance & flexibility is extremely important to us.

Our employees can choose what works best for them: work in one of our offices, be fully remote or the best of both worlds! We believe in a flexible working environment to allow Britelings to perform at their best ensuring a healthy work-life balance. We have recently implemented Britebreak Fridays: all Britelings turn off their computers and take the first Friday of every month off to focus on their wellbeing. 

ABOUT EVENTBRITE

Eventbrite is a global self-service ticketing and experience technology platform that serves a community of hundreds of thousands of event creators in nearly 180 countries. Since inception, Eventbrite has been at the center of the experience economy, transforming the way people organize and attend events. The company was founded by Julia Hartz, Kevin Hartz and Renaud Visage, with a vision to build a self-service platform that would make it possible for anyone to create and sell tickets to live experiences. The Eventbrite platform provides an intuitive, secure, and reliable service that enables creators to plan and execute their live and online events, whether it’s an annual culinary festival attracting thousands of foodies, a professional webinar, a weekly yoga workshop or a youth dance class. With over 290 million tickets distributed for over 5 million total events in 2021, Eventbrite is where people all over the world discover new things to do or new ways to do more of what they love. Learn more at www.eventbrite.com.

IS THIS ROLE NOT AN EXACT FIT?

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Eventbrite is a proud equal opportunity/affirmative action employer supporting workforce diversity.  We do not discriminate based upon race, ethnicity, ancestry, citizenship status, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), marital status, registered domestic partner status, caregiver status, sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, genetic information, military or veteran status, mental or physical disability, political affiliation, status as a victim of domestic violence, assault or stalking, or other applicable legally protected characteristics.

 Applicant Privacy Notice

Eventbrite believes that vaccines are one of the most powerful tools to fight COVID-19 and save lives. It aligns to our mission to bring the world back together through live experiences. Proof of completed COVID-19 vaccination will be required for all US applicants and employees to enter any Eventbrite office and/or interact in a physical setting with Eventbrite employees. Eventbrite will consider exceptions to this policy for medical or religious reasons on an individualized basis.