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Manager, Fraud Operations
Florida - Melbourne

Radial, the leader in Omnichannel commerce technologies and operations has an exciting opening for a  Fraud Operations Manager to lead business operations for Radial’s Fraud Decision Analytic solutions.    This is a great opportunity for a fraud professional interested in working on the forefront of fraud prevention in a high-growth ecommerce environment.
Radial enables our retail clients to profitably exceed customer expectations by taking on the complexity of their Omnichannel retail business and transforming it into a seamlessly orchestrated customer experience.  Radial is uniquely positioned in the market with order management, payments, fulfillment, transportation and customer care solutions to help our merchants grow their e-commerce business.
Radial’s fraud-prevention solutions use a combination of cutting-edge technology and manual review to reduce fraud and optimize the optimize the client and consumer experience.  

Job Description:

The Manager Fraud Operations is responsible for leading a global 24x7 fraud operational team optimizing fraud detections, quality and all operational functions in response to day-to-day fraud events. 
Reporting to the Solution Owner for Payments, Tax and Fraud, the Manager will have direct responsibility for fraud supervisors and analysts as well as indirect off-shore staff to support the business.  In the role, the Manager of Fraud Operations will develop the business strategy to enhance order review processing while maintaining a high-quality standard to detect and reduce fraud. 
The leader is responsible for the implementation and management of day-to-day operations of the Fraud Decision Analytics group.   You’ll be responsible for optimizing productivity and resource allocation through technology and process improvements.  You’ll develop and manage to business KPIs overseeing the quality and effectiveness of the team to increase order conversion, reduce customer insults, provide customer support and decrease chargebacks.   In addition, you’ll play a pivotal role as a subject matter expert to gather customer input and benchmark operations relative to industry best practices to grow Radial’s position as an industry leading fraud provider.
The leader will effectively manage cross-functional relationships collaborating with Product, Sales, Legal and Finance and Technology teams to assist in providing industry insights and knowledge to drive growth in the fraud business. The Fraud SME role will be expected to proactively identify value added initiatives, owning them from inception to completion.

  • Manage overall fraud operations including fraud manual review, customer support and quality analysis. 
  • Continuously improve operational metrics and ensure SLA’s and KPI’s are being met, working with Business Intelligence on a data-driven framework.
  • Develop human capital within the team providing direction and support to establish a consistent approach for both on-shore and off-shore resources.
  • Improve team quality and productivity through industry benchmarks and best practices while managing to an operations budget.
  • Collaborate with decision analytics product management on the overall business strategy to innovate and grow Radial’s fraud decision analytic solutions.
Coordinate with risk, legal and treasury to ensure cross-functional alignment and compliance
  • Keep up to date on ecommerce fraud and payments trends, tools, and policies to ensure Radial remains industry leading
  • Develop and execute a strategy to improve productivity with tools and technology systems.
  • Create a framework to conduct pre and post fraud analysis while working collaboratively with decision analytics to improve automated fraud detection. 
Ideally, this position is based out of Radial’s King of Prussia or Melbourne, FL office with some flexibility to hire remotely
If remote, some travel required (25%-35% ) depending on frequency of travel to head-quarters during normal travel conditions.  

  • Bachelor’s Degree
  • 5-7 years of fraud operations experience in a fraud software provider, banking, or retail environment, previous management experience preferred
  • Knowledge of Fraud, Risk or Compliance operations
  • Highly analytical
  • Strong people management and communication skills
  • Self-starter with ability to manage and prioritize work
  • Working knowledge of SQL or other database platforms
  • Proven ability to meet or exceed goals in a metrics driven organization
  • Effectively manage cross-functional relationships
  • Willingness and flexibility to be hands-on when needed
Desired Qualifications:
  • Prior experience managing Risk, Fraud, or Loss Operations in a scaling environment.
  • Experience managing a large team, ideally both on-shore and off-shore operations

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