Payment Fraud Operations Manager
Posted on 9/12/2023
INACTIVE
OpenTable

1,001-5,000 employees

Online restaurant reservation and management platform
Company Overview
OpenTable, a subsidiary of Booking Holdings, Inc., stands out as a global leader in the restaurant industry with a vast network of over 55,000 establishments worldwide, offering an all-inclusive solution that streamlines both front and back of house operations. The company's competitive edge lies in its robust customer support available in 240 languages, extensive integration with numerous technology partners, and a user-friendly app that provides personalized restaurant recommendations and reservation management. OpenTable's commitment to enhancing the dining experience and restaurant operations, backed by over 25 years of industry leadership, makes it an attractive workplace for those seeking to contribute to a company that prioritizes customer satisfaction and technological advancement.
Consumer Goods

Company Stage

N/A

Total Funding

$50.9M

Founded

1998

Headquarters

San Francisco, California

Growth & Insights
Headcount

6 month growth

2%

1 year growth

2%

2 year growth

8%
Locations
Toronto, ON, Canada
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Communications
Management
SQL
Salesforce
JIRA
Excel/Numbers/Sheets
CategoriesNew
Operations & Logistics
IT & Security
Requirements
  • Bachelor's degree is required with a concentration in business, mathematics, finance, criminology, or related field
  • Minimum of 5 years working in fraud prevention, risk management, or trust & safety with hands-on fraud investigation, fraud/payment operations or management experience for a technology company
  • Minimum of 2 years developing a team of fraud analysts or specialists
  • Sound understanding of fraud trends, global practices, credit card industry regulations, Data Protection, PII, PCI DSS
  • Technical proficiency with GSuite, Salesforce, Jira, Kibana, MicroStrategy, Google Sheets and Microsoft Excel (including pivot tables, formulas, filtering/sorting)
  • SQL or related experience
  • Highly meticulous individual with exceptional analytical, problem-solving, and organizational skills
  • Ability to analyze information and make data-driven decisions
  • Ability to dedicatedly prioritize multiple projects and meet deadlines
  • Hardworking self-starter who looks for opportunities to learn and grow; highly self-motivated
  • Ability to collaborate well and confident enough to communicate to a broad audience
  • Passion for training and developing employees
  • Sophisticated written and verbal communication skills; English proficiency is a must
  • Ability and desire to work in a fast-paced environment, including willingness to work nights/weekends during peak times/seasons
Responsibilities
  • Manage a team responsible for preventing payment related fraud, supporting customers with fraud-related issues, running chargeback risk, and being responsible for certain payment-related operations
  • Lead, develop, and strengthen a team of fraud analysts and specialists through hands on training and creation of reference and training materials
  • Develop and optimize fraud-related processes and find opportunities to reduce financial loss
  • Assist in defining, monitoring, and tracking of various KPIs and SLAs
  • Willingness to deep dive into data and make data-driven decisions
  • Respond to real-time fraud attacks against the platform using both internal and external tools
  • Optimize our payment flows for the highest level of customer experience and payment acceptance to improve overall user experience, while appropriately handling risk
  • Collaboration with partners including product managers, designers, and software engineers to design the tools vital to further automate and streamline our processes
  • Support core payments methods and processors and also those established through partnership
  • Interact with outside partners (e.g., fraud prevention providers, processors/acquires, card brands, issuers, payment partners) to address issues while also finding long term solutions
  • Handle the efficacy of external vendors & services used for fraud prevention & chargeback operations
  • Provide subject matter knowledge and interpretation of procedures to less expert staff
  • Regularly provide updates to senior management and company leaders on the efficacy of the fraud & risk management program through ad-hoc analysis, reports, presentations, and special projects
  • Remain current on emerging fraud trends, industry standard processes, and payment regulation
Desired Qualifications
  • Strong understanding of ecommerce payments landscape and experience with fraud vendors and payments technology; experience with digital goods or a marketplace is a plus
  • Experience working with payment providers such as Stripe, Adyen, PayPal, Braintree; experience with point of sale systems is a plus