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Director, Fraud & Safety Operations - Fraud Support

Robinhood, Denver, CO, or Westlake, TX, or Tempe, AZ

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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 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 create an inclusive environment where our employees can thrive and do impactful work. We are proud of the competitive products and company culture we’ve built and have been recognized as:

  • Forbes Fintech 50 2021
  • Glassdoor Best Places to Work 2021 
  • Inc. Best-Led Companies 2021
  • TIME 100 Most Influential Company 2021

We’re growing and looking for...

We continue to hire Robinhoodies at a rapid pace to drive this journey, and with that growth comes necessary change. We’re seeking culture builders and curious thinkers looking to co-author the next chapters of our story. We’re in build mode, majorly expanding our team while also growing up as a company. Joining now means helping shape our structures and systems, then taking part as we launch into our ambitious future.

Check out life at Robinhood on The Muse!

About the team:

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:

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.

  • 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

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 $173,000 to $203,000. 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).

About Robinhood

About us Robinhood is a new way to invest in the stock market. For more information about Robinhood, visit www.robinhood.com Zero-dollar ($0) commissions are available for Robinhood Financial self-directed individual cash or margin brokerage accounts that trade U.S. listed securities via mobile devices. Please see our Commission and Fee Schedule. Robinhood communications and communications emanating from its social media community are for informational purposes only and are not intended as an offer or solicitation for the purchase or sale of any financial instrument or as an official confirmation of any transaction. The Robinhood website provides its users links to social media sites and email. The linked social media and email messages are pre-populated. However, these messages can be deleted or edited by Robinhood users, who are under no obligation to send any pre-populated messages. All market prices, data and other information available through Robinhood are not warranted as to completeness or accuracy and are subject to change without notice. Any comments or statements made herein do not reflect the views of Robinhood Markets Inc., Robinhood Financial, LLC or any of the subsidiaries or affiliates. All investments involve risk and the past performance of a security, or financial product does not guarantee future results or returns. There is always the potential of losing money when you invest in securities, or other financial products. Investors should consider their investment objectives and risks carefully before investing. By posting wall comments on Linkedin, you agree to hold harmless Robinhood Markets Inc., Robinhood Financial, LLC or any of their subsidiaries or affiliates All securities and investments are offered to self-directed customers by Robinhood Financial, LLC, member FINRA (www.finra.org) & SIPC (www.sipc.org). Robinhood Financial, LLC is a wholly owned subsidiary of Robinhood Markets, Inc.

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