Head of Account Safety

Who we are: Want to make an impact? Join our pack and come work (and play!) with us.
We believe everyone deserves the unconditional love of a pet—and at Rover, our mission is to make it easier to experience that love. Founded in 2011, the Rover app and website connect dog and cat parents with loving pet sitters and dog walkers in neighborhoods across the US, Canada, and Europe. We empower our community of trusted pet sitters and dog walkers to run their own pet care businesses on Rover with the tools and security of a global company to back them.
Headquartered in Seattle, Washington, we work closely with our teams in Barcelona, San Antonio, Spokane, and remote locations. We’ve got a reputation for being a great place to work, having been named among the 100 Best Companies to Work For in Seattle Business Magazine and Washington’s Best Workplaces in the Puget Sound Business Journal. We're an agile, fast-growing company, and our leadership comes from some of the world's most respected tech companies. 
At Rover, our furry coworkers are just as important as our human ones—and we wouldn’t have it any other way. Along with making the joys of pet parenthood more accessible, we’re committed to fostering a diverse, inclusive, and welcoming community of pet people—and that starts with our employees.
Who we're looking for:Rover’s Account Safety Team is responsible for protecting Rover's reputation by investigating, mitigating and monitoring fraud trends while protecting our customer and business from fraudulent financial losses. The Head of Account Safety: Manager 2 is responsible for the performance and direction of the team from driving Rover’s fraud prevention strategy to setting and maintaining fraud performance metrics.
The Head of Account Safety provides leadership and strategic direction to front line fraud managers supporting prevention and resolution of a wide-range of issues, including account and platform safety.  The remit of this group encompasses vetting potential customers, identifying fraudsters, and stopping fraudulent activity including friendly fraud and phishing.   This leader must have deep experience keeping user accounts secure from a variety of vectors and angles including account takeovers, fake accounts, account lockouts, and analyzing actor-behavioral signals for signs of fraud.
To be eligible for this role you must be:As needed, be able to work evenings, weekends, and holidays. Be able to work remotely and reside only in the approved states of FL, GA, NC, TX, & MI.

Your Responsibilities:

• Ideate, advocate for, and drive a comprehensive Fraud strategy across cross functional partner teams including Policy, Legal, Engineering, Product and Marketing
• Identify opportunities to improve current processes and propose solutions in order to increase operational efficiency, customer satisfaction and the employee experience.
• Model accountability to promote an environment of ownership and productivity, including guiding leaders through addressing underperforming employees
• Recruit, hire, develop and performance manage a team of 4-6 frontline managers and senior ICs supporting customers with resolution of a wide-range of issues, including emergency issues that pose significant risk to the company, users, and animal safety.
• Support the onboarding and training of new frontline leaders by partnering with Learning and Development and providing excellent mentorship
• Regularly lead cooperative efforts among members of a project focused on improving account safety and fraud recurrence at Rover.
• Assemble performance reporting by collecting, analyzing, and summarizing data and trends for internal leaders and cross functional partners.
• Apply a change management process and methods to support changes required by a project or initiative. Support communication efforts, assess the change impact and support training and sustainment efforts
• Anticipate future consequences and trends accurately. Leverage this understanding to build credible visions and plans that drive the business forward
• Ability to remain empathetic, and compassionate in high stakes emergency situations, and guide customers to effective solutions.
• Exhibits excellent written and verbal communication skills to effectively manage employees including a structured communication process to filter information throughout the organization.
• Sets clear expectations for job assignments, sets and monitors employee goals, holds employees accountable for job responsibilities and achieving goals, and mentors, coaches and disciplines employees when necessary.
• Identify and analyze reports, then making data-driven decisions to improve business outcomes and customer experience.
• Interface with fraud system vendors to advocate for product changes and stronger partnerships.

Your Quali