Remote Fraud Manager

Summary

Join our global Trust & Safety team as a Fraud Investigations Manager to lead our team of Fraud Analysts and develop fraud policies and procedures.

Requirements

• Working knowledge of Financial Fraud
• 4-6 years of anti-fraud, fraud prevention experience at an internet hosting service provider
• 2-3 years experience leading a team
• Prior experience in leading a highly distributed team that is fully remote
• Experience with payment platforms such as Stripe, ThreatMetrix, Tract, BrainTree, RetailDecisions (ACI WorldWide), specifically their fraud applications
• Working knowledge of query language and data analysis tools such as BigQuery, Tableau, etc
• Strong written and verbal communication skills, attention to detail and ability to manage multiple projects and tasks
• Experience managing sensitive content and emotionally charged escalations with tact and a calm demeanor
• Excellent verbal and written communication skills; Excellent storytelling and presentation skills
• Self-motivated, results oriented individual with the ability to handle numerous projects concurrently
• Collaborative, diplomatic, and flexible, able to work effectively cross functionally
• Technologically savvy, curious, up to date with digital trends and applications

Responsibilities

• Lead and manage the Fraud team with effective leadership, ability to hire and retain talented staff, ability to train and develop a team in fraud expertise
• Develop deep expertise on the processes and be responsible for driving continuous process improvement initiatives, with a particular focus on balancing fraud/risk and customer experience
• Create and implement proactive measures to stop fraud while minimizing potential false positives
• 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 increased team efficiency
• Operationalize these recommendations through strong project management in partnership with Trust & Safety, Finance, Product, and others
• Generate weekly, monthly and quarterly reports on fraud abatement
• Interact with internal and external partners such as vendors and banks to improve Cloudflare’s fraud detection capabilities
• Ensure that ongoing operations maintain a high level of stakeholder satisfaction
• Guide the team to own, design, and manage the direction for all fraud prevention, detection and response strategies that balances fraud controls, growth and customer experience
• You will be part of an on-call leadership team, and may be a part of weekend and holiday coverage schedule

Benefits

• Medical/Rx Insurance
• Dental Insurance
• Vision Insurance
• Flexible Spending Accounts
• Commuter Spending Accounts
• Fertility & Family Forming Benefits
• On-demand mental health support and Employee Assistance Program
• Global Travel Medical Insurance
• Short and Long Term Disability Insurance
• Life & Accident Insurance
• 401(k) Retirement Savings Plan
• Employee Stock Participation Plan
• Flexible paid time off covering vacation and sick leave
• Leave programs, including parental, pregnancy health, and family care