Senior Manager, Identity & Fraud Experience

About the Role

As a Senior Manager in Identity & Fraud Experience, you will play a key role in creating a high-quality support experience for members. You will develop deep expertise on the processes and be responsible for driving continuous process improvement initiatives, with a particular focus on balancing fraud/risk and member experience, minimizing time to re-enablement, and maintaining regulatory compliance across third party and internal operations. Through data-driven insights, you will develop recommendations for process improvements, new process standards and agent tooling improvements that enable a more frictionless, consistent experience and increase member satisfaction. You will operationalize these recommendations through strong project management in partnership with Operations, Risk, Product and others.

The base salary offered for this role and level of experience will begin at $146,610 and up to $207,000. Full-time employees are also eligible for a bonus, competitive equity package, and benefits. The actual base salary offered may be higher, depending on your location, skills, qualifications, and experience.

In this role you can expect to

• Own and drive the team to maintain support process documentation for all policies and procedures within the assigned remit of work (e.g., member journey maps, knowledge base library, standard operating procedures); act as a subject matter expert of the member experience for account access and identity authentication and verification, and member appeals to risk based decisions
• Be responsible for metrics related to Member Experience, re-enablement rate for risk based decision appeals, agent efficiency and accuracy; continuously analyze data and identify areas of friction in the member experience while balancing the safety and security of our Members, scope problem statements, build project plans, and own execution to drive improvement to key member experience metrics
• Develop and share compelling data-based insights about the member experience with Product, Risk and other organizations; gain other organizations’ support for your projects; influence other organization’s roadmaps to deliver member and agent experience improvements. To achieve this you will need to:
• Develop a deep understanding of members' and/or internal customers’ needs and guide team members how to take action on these insights in all of their work.
• Actively challenge you and your team to approach their projects and process optimization with a “one team mentality”
• Be responsible for identifying and scoping high impact projects for your team to drive, and ensuring they understand the impact of their work on the business. Further challenging your team to do the same.
• Create team level strategy and roadmap in close partnership with cross functional teams such as but not limited to Risk, Compliance, Legal, Product/Engineering, and Vendor Operations
• Support launch readiness efforts for new products / features; work closely with Finance, Workforce Management, Vendor Operations and others to ensure operational readiness; provide impact analysis on the member and agent experiences and advocate for improvements
• Support the team in establishing well documented and data driven policies and procedures for automated and agent driven member experiences
• Create a data driven and evidence based culture across the team
• Guide a complex and growing team in meeting their goals while ensuring their growth and engagement
• Set goals and remove roadblocks to ensure the success of your team
• Build a collaborative team environment, and lead conversations in which differing viewpoints are welcomed understanding there is more than one way to achieve the desired outcome
• Create and manage relationships with critical team members and cross functional leaders that influence or impact the work of your team
• Stay current on industry trends and solutions and actively challenge the status quo
• Assist recruiting in sourcing and hiring diverse talent; further create onboarding plans that assist new joiners in quickly making valuable contributions and supporting the team’s success in a reasonable period of time

To thrive in this role, you have

• 6+ years experience in a project management focused role in fraud operations, risk operations, business operations, product operations, product management, program management, business consulting, finance, or similar analytical roles
• Prior experience in leading a highly distributed team that is fully remote
• Ability to use data to inform and support critical decisions; candidates will have foundational SQL and data visualization experience using tools like Looker, Tableau, or Microsoft Power BI
• Experience working with cro