Senior Director, Fraud & Disputes Operations

Who you are

You have a proven track record of leadership in operations, particularly in fraud prevention and dispute management. With over 5 years of experience in a similar role, you understand the complexities of managing operational teams and ensuring compliance with industry standards. You are adept at developing and implementing key business processes that enhance efficiency and effectiveness in fraud and disputes operations. Your ability to recruit, develop, and lead teams is complemented by your strategic mindset, enabling you to align operational goals with broader company objectives.

You thrive in high-impact environments where your decisions directly influence the success of the organization. Your experience includes overseeing disputes and chargeback processing, ensuring that all operations meet service level agreements (SLAs). You are skilled in developing and maintaining procedures for key workflows, which are essential for the smooth functioning of the Fraud and Disputes Center of Excellence. You possess excellent communication skills, allowing you to collaborate effectively with cross-functional teams and stakeholders.

Desirable

Experience in the financial services industry is a plus, as is familiarity with mobile-first technology solutions. You are comfortable working with offshore support teams and have a strong understanding of compliance requirements in fraud prevention. Your analytical skills enable you to assess operational performance and identify areas for improvement, ensuring that the team continuously evolves to meet the changing landscape of fraud and disputes.

What you'll do

In this role, you will define, develop, deliver, and manage key business processes for fraud prevention, investigations, and dispute operations within the Fraud and Disputes Center of Excellence. You will lead an operations team, focusing on driving company objectives and ensuring that all processes are compliant and efficient. Your responsibilities will include overseeing the disputes and chargeback processing, ensuring that all operations are delivered within SLAs. You will also be responsible for developing and maintaining procedures for all key workflows, which are critical for the success of the operations team.

You will work closely with the VP of the Fraud and Disputes Center of Excellence to shape the future of the operational infrastructure as the company scales. Your strategic leadership will be instrumental in enhancing the effectiveness of the fraud prevention and dispute resolution processes. You will also play a key role in recruiting and developing talent within the operations team, fostering a culture of excellence and continuous improvement.

What we offer

At SoFi, we are committed to shaping a brighter financial future for our members. We offer a dynamic work environment where your contributions will have a direct impact on people's lives. You will have the opportunity to invest in your career and be part of a team that is at the forefront of transforming the financial services industry. We provide competitive compensation and benefits, along with opportunities for professional growth and development. Join us in our mission to change the way people think about and interact with personal finance.