Position Summary...

What you'll do...

As the Director, Operations - Fraud Prevention for the E2E Delivery Platform, you will be responsible for overseeing all aspects of Fraud Prevention, Policy, Investigations, and related Data Analytics within our organization. This includes protecting our users and brand reputation by setting up incident management strategies and operational capabilities, deterring, detection, mitigating identity fraud, financial fraud, on-trip or delivery fraud, platform abuse, compliance fraud, PII compliance, and investigations. You will bring industry hands-on subject matter expertise to lead a team of professionals, develop and execute strategies, and collaborate with cross-functional teams to ensure the highest level of trust, safety, compliance, and fraud prevention.

• Develop and implement a comprehensive strategy for Fraud prevention and real-time and complex investigations, in collaboration with compliance, legal, cybersecurity, product, vendors, field, and global security teams.
• Collaborate with senior management to align trust and safety objectives with overall business goals.
• Continuously assess and enhance fraud prevention processes, policies, and systems to stay ahead of emerging threats.

• Lead the fraud prevention and investigations business team, providing strategic direction and guidance to ensure effective fraud prevention product development, real-time mitigation, and efficient investigation processes.
• Set performance goals, conduct regular performance evaluations, and provide constructive feedback to enhance individual and team performance.
• Foster a culture of continuous learning and development within the team.

• Oversee the end-to-end process of fraud prevention, detection, investigation, and resolution, ensuring timely and effective actions to minimize losses and protect users.
• Collaborate with law enforcement agencies, legal teams, and external partners to report and prosecute fraudulent activities.
• Develop and maintain strong relationships with industry counterparts to stay abreast of best practices and industry trends.

• Ensure compliance with applicable laws, regulations, and industry standards related to trust, safety, and fraud prevention.
• Develop and implement effective compliance programs, policies, and procedures to mitigate risks and protect user information.
• Monitor and evaluate the effectiveness of compliance programs, making necessary adjustments as required.

• Develop and implement incident management protocols for trust and safety, including effective procedures for handling and resolving critical and behavioral incidents.
• Oversee the deactivation process for users involved in fraudulent activities or violations of trust and safety policies, ensuring compliance with legal and regulatory requirements.
• Partner cross-functionally to define deactivation thresholds, policies, QA, and appeals processes.
• Define and implement a new operational capability at scale to handle incidents, deactivations and appeals.
• Elevate decision making by implementing analytics and data science models.

• Stay up to date with regional trust and safety requirements, including local laws, regulations, and cultural nuances, and adapt strategies and processes accordingly to address regional trust and safety challenges effectively.
• Collaborate with the driver experience team to establish and maintain processes that promote driver safety and trust, including driver background checks, safety training programs, and feedback mechanisms.

• Collaborate with various internal teams such as product, engineering, driver support, data analytics, compliance, infosec, asset protection, and legal to embed trust and safety principles into the organization's products, services, and operations.
• Work closely with legal and compliance teams to ensure that fraud prevention and investigation practices align with regulatory requirements and industry standards.

• Provide regular reports and updates to senior management, highlighting key fraud prevention and investigation activities, findings, and recommendations.
• Develop and deliver training programs to educate employees on fraud prevention best practices and the importance of reporting suspicious activities.

• Bachelor's degree in a related field; a master's degree is preferred.
• Proven experience (X years) in trust and safety, fraud prevention, or related fields, preferably within a technology-driven organization.
• Strong knowledge of identity fraud, financial fraud, on-trip or delivery fraud, platform abuse, compliance fraud, PII compliance, and investigation techniques.
• Excellent leadership skills with a track record of successfully managing and developing high-performing teams.
• In-depth understanding of applicable laws, gig policies, regulations, and industry standards related to trust, safety, and fraud prevention.
• Strong analytical and problem-solving abilities to identify patterns and trends in fraudulent activities.
• Excellent communication skills with the ability to effectively collaborate and influence stakeholders at all levels.
• Proven ability to develop and execute strategic plans and initiatives.