Senior Manager, Fraud & Safety Operations - Fraud Support

  • Locations
    • Tempe, AZ
    • Westlake, TX
    • Denver, CO
  • Date Posted
  • Oct. 24, 2021
  • Function
  • Operations
  • Sector
  • Fintech

Join a leading fintech company that’s democratizing finance for all.

Robinhood was founded on a simple idea: that our financial markets should be accessible to all. With customers at the heart of our decisions, Robinhood is lowering barriers, removing fees, and providing greater access to financial information. Together, we are building products and services that help create a financial system everyone can participate in.

Just as we focus on our customers, we also strive to build an expansive environment where our employees can thrive and do impactful work. We are proud of the extraordinary products and company culture we continue to build and have been recognized as:

  • A Great Place to Work
  • A CNBC Disruptor 50 in 2019 and 2020
  • A LinkedIn Top Startup in 2017, 2018, 2019 and 2020

Robinhood is backed by leading investors that include DST Global, Index Ventures, NEA, Ribbit Capital, Thrive Capital, and Sequoia.

Check out life at Robinhood on The Muse!

About The Role

In support of Robinhood’s radical customer focus, you will lead a key function within Fraud & Safety Operations that will service our customers across a variety of account security and fraud support needs. By prioritizing and triaging potential fraud and risk issues, the team will drive quicker resolution times for customers who may need support with fraud dispute requests, reviewing unauthorized activity, updating security credentials, etc.

The successful candidate for this role will build and scale teams across multiple US based locations and drive high performance and employee engagement through transformational leadership.

What you’ll do day-to-day:

  • Buildout national internal centers of excellence that will establish operational methodologies and act as performance pace setters for the outsourced service providers supporting the Fraud & Safety Business line.
  • Develop short and long term strategies for the functional area to deliver best in class resolution rates and experiences for our customers that are impacted by fraud.
  • In partnership with key cross-functional stakeholders, drive a roadmap of initiatives focused on delivering operational excellence and best in class support to our customers
  • Provide day-day oversight and leadership to ensure objectives and key results are met across quality, productivity, and customer success measures
  • Act as functional owner and liaison with our Product, Eng, and other internal partners to deliver data driven insights, executive briefings and health of the business reports
  • Collaborate closely with Investigation Leaders to improve the customer experience

You will be responsible for

Your day to day will involve acting as primary owner and point of contact for the Fraud Support team. You will work closely with the head Fraud Operations, CX, and the Security Engineering and Privacy teams to ensure that the team has the staffing, tools, and training to deliver best in class service. In addition, you will deliver meaningful and timely business updates and performance reviews communicating the health of the business focused on performance and quality.

About you:

  • Bachelor’s Degree (Master’s preferred) from an accredited institution
  • 7-10 years of proven history leading support teams preferably in financial services focused on fraud triage and prevention, with proven experience operating at a senior level
  • Proven ability to lead people leaders and their respective teams across multiple functional areas and locations, (bonus points for experience working with outsourced service providers)
  • Demonstrated leadership skills including the ability to build relationships, collaborate, gain buy-in, and negotiate with a diverse group of key business stakeholders
  • Passion for and bias towards delivering high quality standards
  • Strong communication and influencing skills, experience working with cross-functional teams, including analyst, product, and engineering teams

Bonus points:

Certified Fraud Examiners license not required but preferred

Colorado Residents Only: In accordance with Colorado state law, Robinhood provides an estimate of the pay range associated with this role. In Colorado, the target salary for this position is $148,000 to $174,000. Pay is based on several factors, including but not limited to education, work experience and certifications. Successful candidates for this role are eligible to participate in Robinhood’s equity plan.

We’re looking for more growth-minded and collaborative people to be a part of our journey in democratizing finance for all. If you’re ready to give 100% in helping us achieve our mission—we’d love to have you apply even if you feel unsure about whether you meet every single requirement in this posting. At Robinhood, we’re looking for people invigorated by our mission, values, and drive to change the world, not just those who simply check off all the boxes.

Robinhood promotes diversity and provides equal opportunity for all applicants and employees. We are dedicated to building a company that represents a variety of backgrounds, perspectives, and skills. We believe that the more inclusive we are, the better our work (and work environment) will be for everyone. Additionally, Robinhood provides reasonable accommodations for candidates on request and respects applicants’ privacy rights. To review Robinhood’s Privacy Policy please visit rbnhd.co/applicant-privacy.

Robinhood’s benefits include generous time off, 401(k) participation with employer match, comprehensive health coverage, a health savings account (HSA), wellness benefits, backup childcare and education stipends (all benefits are subject to applicable taxes and based on eligibility).