Head Of Account Safety

Summary

Join Rover's Account Safety Team as the Head of Account Safety: Manager 2 and lead a team in protecting Rover's reputation and customers from fraud. You will develop and implement a comprehensive fraud strategy, manage a team of frontline managers, and collaborate with cross-functional partners. This role requires extensive experience in fraud operations, team leadership, and account security. You must be able to work remotely from approved states and be available for evenings, weekends, and holidays as needed. Rover offers competitive compensation, benefits, and a dog-friendly work environment.

Requirements

• 5+ years of managing or leading teams in Fraud Operations, Trust and Safety or Risk Management required
• 3+ years in a senior leadership role where the responsibilities included managing other leaders required
• 2+ years of experience working in or managing a team with a focus on account security and/or online fraud required
• Bachelor's degree in communications, business, criminal justice or a related field or equivalent fraud experience required
• Extensive experience working with fraud detection tools such as SIFT, Signifyd, and Stripe Radar
• 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

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

Preferred Qualifications

• Master’s Degree in a related field
• Used Rover as an owner or a sitter
• Experience in digital marketplaces (Rover, Airbnb, Uber, etc)
• 2+ years experience with Identification Verification

Benefits

• Competitive compensation
• 401k
• Flexible PTO
• Competitive benefits package, including medical, dental, and vision insurance
• Commuter benefits
• Bring your dog to work (and unlimited puppy time)
• Doggy benefits, including $1000 toward adopting your first dog
• Stocked fridges, coffee, soda, and lots of treats (for humans and dogs) and free catered lunches semi-monthly
• Regular team activities performed in-person and virtually