Team Lead, Fraud Operations

Wish, San Francisco, United States

Mobile commerce platform

The Team Lead, Fraud Operations will develop, coach, mentor, and supervise a team of Fraud Analysts. This team is responsible for manual reviews of transactions deemed higher risk, reviewing customers that may have been restricted incorrectly, and processing disputes in order to recoup funds that were charged back.

What You'll Be Doing:

  • Manage day to day operations, prioritization and troubleshooting including transaction review, user authentication, seller audits to chargeback management. 
  • Manage on and off shore team performance to ensure adherence to policy and meeting of SLA’s
  • Perform staffing analysis and projections for staffing needs as the business grows
  • Serve as the escalation point for the internal team
  • Establish and implement departmental policies, goals, objectives, and procedures, drive continuous process improvement
  • Perform weekly quality assurance monitoring
  • Prepare and conduct quarterly performance evaluations for the internal team

Who You Are:

  • B.S in Engineering, Sciences, or Criminal Justice, or equivalent job experience required
  • Minimum 5 years experience of prior operations management, preferably in eCommerce, including 2 years in supervisory role
  • Extensive knowledge of financial services fraud and risk within the payments channel
  • Flexibility to adapt well to change
  • Excellent decision-making and problem-solving skills
  • Ability to communicate effectively with all levels of management and staff
  • Ability to work independently with little direct supervision
  • Ability to work off-hours; travel may be required
Why Wish?

Wish is transforming the way the world shops by offering a convenient and personalized mobile shopping experience. Our mission is to offer an unlimited selection of affordable quality goods to be accessible for everyone on a global scale. We bring together world-class technical talent with a passion for connecting relevant products to relevant people.

Learn more about us:

About Wish

Wish is the leading mobile commerce platform in North America and Europe. Our mission is to give everyone access to the most affordable, convenient, and effective shopping mall in the world. By leveraging a competitive global supply chain of direct suppliers and avoiding retail costs we are offering anyone with a smartphone access to tens of millions of affordable goods. By making Wish available on smartphones we are putting this digital shopping mall directly in the pockets of tens of millions of consumers.

Want to learn more about Wish? Visit https://www.wish.com/