The Customer Trust Manager is responsible for all Customer Trust operations, accurate execution of established programs and adherence, and business-and executive-level escalations.
We are seeking a candidate with mature business judgement, management experience and exceptional analytical skills someone who looks around corners, is able connect the dots and identify patterns.
The ideal candidate has a strong track record of business analytics, influence through collaboration, driving measurable business results, has high standards, and solves problems so they stay solved.
This position is part of the AbeBooks Customer Operations and Success Team and supports a global customer base.
Key job responsibilities
- Lead and supervise a team of investigators (L3) and Investigation Specialists (L4) in a direct management line and serve as a role model to employees
- Responsible for hiring, launching new team members, managing performance and career development.
- Responsible and accountable for setting and meeting team operational results.
- Establish SOPs, process controls, recommend revisions and ensure alignment with customer policies, risk management and regulatory requirements
- Measures key metrics, process or control risk to inform product and program level risk assessment. Analyzes data to detect problems and fraudulent patterns, identify the root cause and drive their resolution through changes in our policies and processes.
- Build risk management awareness within the organization and be a role model maintaining subject matter expertise on current industry knowledge
- Drive innovation and continuous improvement to evolve detection, prevention and enforcement of non-compliant and fraudulent behaviors.
- Manages Legal, business- and executive- level escalations, including reporting to senior-level leadership
- Utilizes Tableau and SQL for investigations
About the team
The AbeBooks Customer Trust team focuses on the accurate prevention and enforcement of abusive behaviors of both Buyers and Sellers via manual investigation and rule-based modeling.
In Customer Trust, we conduct deep dive reviews of potential abuse, manage customer performance, verify potential sellers, and support operational compliance requirements.
BASIC QUALIFICATIONS
- 2+ years of operations, risk, fraud investigations industry experience
- 2+ years of operational and / or retail management experience
- Experience using data to influence business decisions
- Experience handling urgent escalations and mobilizing a team to resolve
PREFERRED QUALIFICATIONS
- Program and / or Project Management experience
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