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Fraud Manager

| Greater LA Area

In this role you will:

  • Lead, manage, and train a team of Fraud, Disputes, and Investigations Analysts
  • Collaborate with leadership to establish performance KPIs across the team and continuously monitor and manage team members to these targets
  • Leverage various data points and data sets to drive decisions and understand / communicate the financial and customer impact on the business and respective goals
  • Review and manage appropriate queues to ensure orders and disputes are processed and resolved in a timely manner
  • Work with the analysts to reduce instances of fraud, identify areas of high fraud activity, and work in conjunction with the fraud strategy team to improve fraud detection and loss prevention
  • Regularly educate analysts and investigators on fraud activity and associated behaviors
  • Review all escalated orders on a daily basis in a timely manner, adhering to company service level agreements
  • Assist in reviewing orders, working chargebacks, resolving tickets and handling customer inquiries
  • Work across departments in reviewing transactions, troubleshooting issues and handling escalations
  • Establish insightful reporting related to customer and internal challenges with the fraud process and identify potential areas for improvement, helping to scale and automate the fraud flow for support
  • Assist in communicating the fraud process and desired product improvements with engineering, product, data science, and other cross-functional teams to improve the user experience
  • Ensure that customers are receiving the best service across fraud-related touchpoints

We are looking for:

  • 5+ years of experience managing fraud and disputes teams in e-commerce fraud and payments environments
  • A proven people manager who closely monitors team performance while building camaraderie and motivating others to continuously improve their KPIs
  • Strong attention to detail and an ability to think analytically (and teach others to do so as well) and drive informed, accurate decisions
  • Ability to thrive and drive in a fast-paced, ever-changing environment and maintain efficiency with minimal errors
  • Highly organized and focused on meeting critical deadlines on short timelines
  • Self-starter and comfortable taking initiative while quickly grasping concepts, processes and ideas
  • Experience working directly with consumers and internal customer support teams
  • Willingness to go the extra mile to ensure that we provide the best consumer experience
  • Excellent communication skills, both verbal and written
  • SQL skills are a plus, but not a requirement

GOAT Group is the world’s largest marketplace for authentic sneakers. Its brands offer the greatest selection of sneakers available through company-operated retail stores, e-commerce sites and mobile apps under the GOAT and Flight Club brands. Through its innovative technology and service, GOAT Group has changed the landscape of sneaker commerce and has quickly become the world’s most trusted source to discover, buy and sell authentic sneakers.
The company is backed by strategic investor Foot Locker, Inc. as well as some of the leading names in venture capital including Accel, Andreessen Horowitz, Index Ventures, Matrix Partners, Upfront Ventures, Webb Investment Network and Y Combinator.
GOAT Group will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, if applicable. 

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Technology we use

  • Engineering
    • GolangLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • ReactLibraries
    • ReduxLibraries
    • Ruby on RailsFrameworks
    • MemcachedDatabases
    • PostgreSQLDatabases
    • RedisDatabases

Location

8530 Washington Blvd., Culver City, CA 90232

What are GOAT Group Perks + Benefits

Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Perks & Discounts
Casual Dress
Company Outings
Free Daily Meals
Stocked Kitchen
Happy Hours
Fitness Subsidies
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