The Manager, Account Safety at Rover is responsible for leading and developing a team of frontline fraud specialists, investigating, mitigating and monitoring fraud trends, and protecting customers and the business from fraudulent financial losses.
Responsibilities
Recruit, hire, and develop a team of frontline agents
Performance manage and develop agents in detecting and analyzing fraud trends
Ensure workflow documentation is up to date
Identify opportunities to improve processes
Collaborate with Workforce Management to optimize schedules
Promote collaboration, accountability, and productivity
Develop and implement training programs
Collaborate with cross-functional teams to implement security measures
Lead and oversee projects and investigations
Assemble performance reporting
Serve as the SME for Account Safety
Stay up to date on industry best practices
Requirements
Bachelor’s degree or equivalent experience
4+ years of customer service or fraud operations experience
1-2 years of managing or leading teams
Ability to apply change management processes
Ability to remain empathetic in high stakes situations
Excellent written and verbal communication skills
Ability to identify trends
Sets clear expectations and monitors employee goals