Manager, Fraud and Safety Investigations Operations

• Operational leadership and Performance management
• Lead and manage regional Fraud and Safety Operations, ensuring quality, consistency, and responsiveness in service delivery
• Drive agent, team, and regional level performance by identifying trends, managing escalations, and taking corrective action when needed
• Serve as the escalation point for executive level issues requiring urgent resolution and high-level coordination
• Maintain strong situational awareness of operational health and proactively respond to volume spikes, attacks, or backlogs
• Own and manage operational planning including metric setting, forecasting, and reporting such as weekly, monthly, quarterly and annual business reviews
• Team leadership and development
• Hire, coach, and develop a high-performing and engaged team that delivers at scale
• Foster a culture of accountability, performance excellence, diversity, and inclusion
• Support the onboarding, upskilling, and mentoring of new and developing Delivery Team Leaders in Fraud and Safety Operations
• Act as a go-to leader for complex employee issues within the region
• Cross Functional collaboration and stakeholder management
• Partner closely with Product, Analytics, and Enablement teams to align fraud and safety workflows with broader organizational goals
• Represent regional priorities and advocate for operational needs in cross-functional forums
• Strategic program management
• Contribute to and support the execution of service wide initiatives that go beyond day to day metrics such as continuous improvement programs, employee engagement initiatives, or innovation pilots within Fraud and Safety Operations
• Translate high-level strategic goals into concrete action plans and measurable outcomes

• BS/BA degree in business, operations, or a related field
• advanced education preferred
• Experience in operations in a people management role within fraud, safety, trust, or customer operations
• Proven expertise in managing executive-level escalations and high-severity fraud or safety incidents with sound judgment
• Deep understanding of fraud and safety processes, protocols, and operational controls, ideally in a regional or global context
• Strong leadership skills, with a track record of building and coaching high-performing teams in fast-paced environments
• Excellent stakeholder engagement, communication, presentation, and storytelling skills, with the ability to influence cross-functional teams
• Proficient in data tools (e.g., Tableau, SQL, Excel, Google Sheets) and collaborative project management tools (e.g., JIRA, Asana, Smartsheets)
• High emotional intelligence, with a coaching mindset and the ability to lead through change with clarity and empathy
• Demonstrated ability to translate strategic goals into actionable plans, balancing short-term performance with long-term vision
• Passion for building safe, trusted, and fraud-resilient platforms, with resilience under pressure and sound decision-making in complex scenarios
• Proven ability to conduct independent research and use data to inform decisions and drive innovation
• Strong program management skills, capable of handling multiple concurrent programs with limited control over resources
• Ability to work independently in fast-paced, complex environments, fostering collaboration, transparency, and accountability across teams
• Consistently demonstrate core values and belonging behaviors, acting as an advisor to leadership

Experience in the travel or technology industry is a plus

• bonus or incentives
• one or more equity programs
• benefits
• Employee Travel Credits