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Senior Manager, Fraud & Chargeback Operations

Remote, United States

Senior Manager, Fraud & Chargeback Operations

  • Remote, United States
  • Full-time

THE ROLE

You’ll be the primary voice of the Fraud & Chargeback Operations function, regularly interacting with senior management and executive levels on matters concerning suspected fraud, spam, chargebacks, and other abuse. You’ll be supported by an Associate Manager in leading a group of specialists in investigating specific cases, while partnering with Risk Detection & Analytics to ensure our detection mechanisms are continuously up to date, best in class, and surfacing the right issues and data for the team’s review. You’ll influence fraud and chargeback policy balancing operator efficiency and loss prevention, form relationships with the fraud and chargeback peer community to ensure continued benchmarking, and always look to bring value to our creators.


THE CHALLENGE

There’s no denying it: all online marketplaces can provide opportunities for fraudsters and malicious actors. Our ability to track, record, and combat fraud at scale is required to serve our creators’ needs. Eventbrite is growing at a massive rate, and our team is keeping up with the volume. In 2021 we distributed 291 million tickets to 5.4 million events, in nearly 180 countries; processing hundreds of millions of tickets comes with a huge amount of exposure, and we’re charged with keeping it secure. We’ve built machine learning systems that can crunch through large amounts of data and make real time decisions, and great tools that help us parse through and visualize behavioral data, but at the heart of it all this is the ability to make the right call at the right time by expert analysts, data scientists and operational specialists. Our job is to protect our customers and Eventbrite from fraud and malicious acts, while ensuring our technology and process is seamless and delightful. 


THE TEAM

The Fraud & Chargebacks team is a small group with diverse backgrounds. We are a crucial part of the larger PPO team (Policy & Platform Operations) who serves a critical 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 risks associated with the Eventbrite platform. We work cross-functionally with teams around the company to solve whatever challenges come our way, collaborating with analysts, data scientists and engineers to bring different quantitative and qualitative analytical skills. Our varied experiences help us look at the same problem sets in different ways to extract real insight.

YOU WILL

  • Establish operational objectives for the fraud and chargeback operations function
  • Help to attract and retain top talent
  • Maintain strong domain knowledge for the worlds of fraud, chargebacks, and spam, by staying informed about industry changes and advancements including prevention techniques and technologies
  • Continuously shape and drive strategic initiatives for the Fraud & Chargeback Operations team’s efficient and effective execution and loss prevention  
  • Develop relationships and partner with key stakeholders across senior leadership, PPO peers, product, treasury, and legal to effectively manage fraud and chargeback programs
  • Direct complicated collusion or account takeover situations and quickly design remediation strategies addressing internal and external communications, any law enforcement, and cross-functional coordination
  • Develop governance, escalation and accountability frameworks
  • Engage deeply with metrics, optimizing team performance in order to meet OKRs
  • Use analysis and observation to identify process improvements,  build consensus on new approaches, and drive change when needed
  • Lead, mentor and grow a high-performing team
  • Collaborate with analysts, operations specialists, data scientists and engineering to improve our fraud prevention mechanisms, processes and tools

THE SKILLSET

  • *The Fraud & Chargeback Operations team collectively works 7 days a week. As the most senior leader of the team, you may need to support a non-traditional schedule, at times, including weekends, non-business hours and holidays*
  • 10+ years in fraud, chargeback, and/or spam operations
  • 8+ years in people management roles
  • An extraordinary leadership track record with experience managing managers
  • An ability to translate business strategy into tactical operating plans
  • Comfort with data analysis, analyzing business performance, setting relevant targets, and exceeding them
  • Proven strength in making critical decisions that determine the success of a functional area
  • Influential, with the ability to gain acceptance from others in sensitive situations
  • Working knowledge of SQL, Hive or Tableau
  • Collaboration, communication, and relationship-building skills including conveying complex ideas to various audiences
  • Ability to spot patterns and formalize complex ideas into a well-defined process
  • A passion for keeping up with new trends in platform manipulation 
  • Quick-thinker, fast learner with a great work ethic 
  • Ability and desire to identify and develop exceptional talent to continuously improve operational efficiency and team member engagement.
  • Strong interpersonal, verbal, and written communication skills 
  • BA or BS Degree or higher

BONUS POINTS

  • Fraud and chargeback policy development experience
  • External vendor selection and negotiation 
  • Active Eventbrite user with a passion for live events

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?

Sign up to keep in touch and we’ll let you know when we have new positions on our team.


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. 


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