As the Operations Team Lead for Trust & Safety, you will manage a dedicated team of Fraud Investigators. Your mission is to ensure the integrity of the company ecosystem by overseeing the investigation of suspicious merchant and customer activities. You are a mentor who leads by example, a data professional who can spot trends before they become threats, and a communicator who can align your team with the company’s fast-paced goals. You will foster a culture of urgency, precision, and continuous improvement, ensuring that while we block bad actors, we maintain the "unique experience" our legitimate customers expect.
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Location
Riyadh, Saudi Arabia
Responsibilities
- Team Management & Mentorship: Lead, coach, and develop a team of Trust & Safety Investigators. Conduct regular 1:1s, performance reviews, and quality audits to ensure high standards of investigation and reporting.
- Operational Oversight: Manage daily workflow distribution to ensure all suspicious transactions, alerts, and anomalies are investigated within strict SLAs.
- Escalation Handling: Act as the final point of contact for complex fraud cases, providing expert guidance on high-risk decisions and coordinating with internal and external stakeholders when necessary.
- Process Optimization: Identify bottlenecks in the investigation workflow. Partner with Product and Engineering teams to refine fraud detection tools and automate manual processes.
- Reporting & Insights: Translate raw team data into actionable insights for senior leadership. Track KPIs such as detection rates, false positives, and investigator efficiency.
- Strategy Implementation: Collaborate with the Strategy team to implement new prevention measures and stay ahead of emerging fraud trends.
- Shift Management: Oversee team scheduling to ensure 24/7 coverage.
Requirements
- Bachelor's degree in a related field or equivalent experience
- 4+ years in Fraud Prevention, Compliance or AML, with at least 1-2 years in a leadership or senior-level role (preferably in Fintech or E-commerce).
- Knowledge of Excel, SQL and Python is preferred
- Bilingual fluency in English and Arabic.
- Strong analytical skills and attention to detail
- Excellent communication and interpersonal skills
- Exceptional empathy for both customers and team members, with the ability to remain calm and decisive under high-pressure, urgent situations.
