Standardize and map 100% of high-risk end-to-end customer journeys (IDV, transaction review
Establish clear operational roles, capacity models, QA routines, and coaching frameworks for
Deploy a real-time operational KPI architecture covering demand, capacity, backlog health, and
Re-architect high-friction investigation workflows in partnership with Product, Engineering, and CX
Manage operational rollouts and hypercare periods for all new fraud policies, webhooks, and

🎯 Requirements

Operational Process Building and Continuous Improvement
People Leadership
Cross-Functional and External Partnership
Operational Management and Data Fluency
Change Management and Delivery
High-Ownership Judgment

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