Senior Manager, Fraud Operations

About Crunchyroll

WE HELP EVERYONE BELONG. IT’S OUR PURPOSE.

Founded by fans, Crunchyroll delivers the art and culture of anime to a passionate community. We super-serve over 100 million anime and manga fans across 200+ countries and territories, and help them connect with the stories and characters they crave. Whether that experience is online or in-person, streaming video, theatrical, games, merchandise, events and more, it’s powered by the anime content we all love.

Join our team, and help us shape the future of anime!

About the role

We are looking for a Senior Manager, Fraud Operations to join the Trust & Safety team and help us enhance our fraud strategy and improve our workflows. You will handle fraud cases, chargebacks, and vendor management and create a mitigation and fraud strategy by identifying patterns and using data to provide insights. You will collaborate with Product, Engineering, and Legal teams to mitigate fraud and develop product strategies to improve our fraud detection, remediation, and prevention strategies. You will enhance our fraud program through hands-on and strategic efforts to protect Crunchyroll users.

Responsibilities

• Lead Chargeback Operations:
  • Lead the chargeback management program, including vendor management, metrics reporting, and tracking performance of chargeback cases.
  • Develop and refine the chargeback handling process to prevent losses and resolve cases.
  • Ensure compliance with Excessive Chargeback Merchant Programs.
• Lead Fraud Case Management:
  • Investigate and resolve fraud cases across multiple payment platforms promptly.
  • Document and report fraud cases.
  • Respond to customers and develop customer messaging related to fraudulent transactions.
  • Monitor trends in fraudulent activity to identify potential threats and areas of concern.
  • Use data analytics tools to detect and investigate fraudulent transactions.
  • Develop metrics to measure the effectiveness of fraud and chargeback management.
  • Create regular reports and present findings to senior management, recommending appropriate actions.
• Improve Fraud Strategy:
  • Identify and escalate vulnerabilities or areas of potential risk and develop controls and countermeasures.
  • Collaborate with Product, Engineering, and Legal teams to develop fraud prevention and mitigation strategies or tools.
  • Guide the development and use of tools and systems for fraud detection and remediation.
  • Stay updated on the latest abuse and fraud trends, technologies, and prevention techniques.
• Collaborate with Law Enforcement:
  • Work with the Legal and global law enforcement agencies to provide information to support investigations.

In the role of Senior Manager, Fraud Operations, you will report to the Director, Trust and Safety.

We are considering applicants for the location of Dallas, TX or Culver City, CA.

About You

We get excited about candidates, like you, because...

• 5+ years of experience in fraud management in a B2C environment, such as a subscription-based business in the streaming or gaming industry.
• 3+ years of experience with people management.
• Experience with chargeback management and optimizing chargeback workflows.
• Experience creating a mitigation and fraud strategy by identifying patterns and leveraging insights.
• Vendor management and operations skills, including headcount management and performance monitoring.
• Experience collaborating with Product, Engineering, and Legal teams. 
• Proficiency in SQL, Python, or R for data analysis and investigation purposes.
• Solid investigation experience and ability to conduct detailed fraud investigations.
• Experience managing first-party and third-party payment processors.
• Bachelor’s degree in Business, Finance, Computer Science, or a related field.

About the Team

The Trust & Safety team is a newly formed team dedicated to keeping Crunchyroll and its users safe. Our mission is to ensure Crunchyroll remains a trusted and secure platform by detecting and responding to fraud and abuse. Our vision is to set the standard for customer protection and empower all Crunchyroll teams to work together to safeguard our users.

Why you will love working at Crunchyroll

In addition to getting to work with fun, passionate and inspired colleagues, you will also enjoy the following benefits and perks:

• Receive a great compensation package including salary plus performance bonus earning potential, paid annually.
• Flexible time off policies allowing you to take the time you need to be your whole self.
• Generous medical, dental, vision, STD, LTD, a