Senior Risk Tools & Automation Lead

📋 Description

• Own the end-to-end agent experience across risk and fraud investigation workflows, from case intake
• Spend time with agents to observe workflows, map pain points, and quantify friction in handle time
• Establish feedback loops (surveys, office hours, champion networks, ticket intake) so agent needs
• Partner with Training, Quality, and Workforce Management to ensure tooling changes land with clear
• Translate operational needs into clear, prioritized business requirements, user stories, and
• Own and manage the operational risk tooling roadmap and backlog, balancing quick wins, foundational

🎯 Requirements

• 10+ years of experience in operations, program management, or product management.
• 5+ years of experience in fraud, payment risk, trust and safety, or a related investigations
• Bachelor's degree required; Master's degree preferred.
• Proven track record of writing successful business requirements, user stories, and acceptance
• Familiarity with user experience testing and design, including discovery interviews, journey
• Demonstrated success in cross-functional collaboration with both technical partners (Engineering

🎁 Benefits

• Base pay range shown is annualized, inclusive of allowances, and subject to change.
• Role may be eligible for bonus or incentives.
• Eligibility for one or more equity programs.
• Benefits included.
• Employee Travel Credits.