About the team

As Company’s user base and global footprint grows dramatically, we have distinctly unique support problems resulting from both our type of scale and the type of businesses we partner with. The Risk Ops strategy will provide operational leverage and expand Company’s portfolio of operational capabilities to support the scaled needs for external users and internal Company teams. We strive to deliver frictionless experiences for all of our users, whether they are an Independent Business, Startup, SMB, or Enterprise and our mission is to provide all Company Users with the best support experience possible.

• What you’ll do

In this role, you will act in a player-coach capacity and are accountable for supporting 10 Risk Operations associates. This team will investigate accounts to identify risks to Company business related to fraud and user policy requirements. You will set clear goals and provide guidance and mentorship to ensure individual and team success.

• To be a fit, you will have a coaching mindset, proven ability to communicate at different levels, a track record of driving operational performance, and a passion for inspiring a team to deliver outstanding results.

• Guide your team in performing reviews to protect and advance Company’s business, brand and mission, by deploying industry-leading supportability solutions that instill user and partner trust in Company
• Support and coach your team in conducting thorough investigations of merchant accounts to facilitate progressive and sustainable business growth
• Ongoing management of the operational performance of your team to deliver KPIs and report to key stakeholders
• Contribute to core work to strengthen the process knowledge. Work closely with the team by performing quality, shadow sessions and provide regular feedback and share insights with the manager.
• Help scale our operations and improve user experience by identifying process improvements
• Manage capacity and scheduling, dividing and assigning work between team members
• Ensure your team has all the skills and resources needed to be successful in their role
• Set clear goals and expectations for individual and team performance
• Foster a culture of continuous improvement to refine team processes and procedures
• Support recruitment and hiring initiatives
• Coach and mentor individuals to meet career goals via structured development conversations
• Provide continuous performance feedback and facilitate periodic formal performance reviews
• Drive and own initiatives that make the team a warm and welcoming place to work
• Keep the team engaged and motivated towards their work
• Who you are
• We're looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.
• Have 3+ years of people management experience
• Experience coaching/leading operations teams and managing performance
• Experience mentoring others and are able to constructively provide feedback to others
• Experience in delivering weekly and monthly business metrics and reporting
• Proven ability to be a subject matter expert in Risk Operations
• Ability to work cross functionally to deliver best results and promote partnership
• Excellent written and verbal communication skills in both English
• Exemplary planning and time management skills
• Knowledge of risk reviews, knowledge in policy/compliance operations, and fraud detection tools
• Experience managing risk events in the system, and identify the at-risk scenario.