Fraud Operations Manager, Business Assurance & Fraud Prevention

ABOUT THIS ROLE

As the Fraud Operations Manager for the Audible Business Assurance & Fraud Prevention (BAFP) team, you will lead and oversee fraud investigations and operations.

Your responsibilities will include enhancing existing fraud detection and investigation techniques, as well as proactively identifying new fraud modus operandi (MOs).

You will be the subject matter expert and primary point of contact for all fraud operations-related matters.

In this role, you will collaborate closely with partners and key stakeholders across Audible and Amazon to protect Audible's integrity and trustworthiness for creators, producers, and customers.

As the subject matter expert, you will work to safeguard Audible's reputation and ensure a secure environment for all stakeholders involved.

ABOUT YOU

We are looking for someone with strong analytical and problem-solving skills specifically with experience in managing fraud and abuse cases.

You have strong verbal and written communication skills, the ability to effectively communicate complex technical concepts and ideas in a non-technical, simple manner across different levels of an organization.

A resourceful self-starter with an independent attitude and focus on excellence, with the ability to operate in a high-energy, high-intensity and rapidly evolving environment.

Solid organizational and project management skills are also required along with the ability to work with cross functional teams under time sensitive deadlines.

As a Fraud Operations Manager, you will...

• Manage and triage fraud investigation requests raised to the BA&FP team, ensure actions are taken within defined SLA
• Liaise with Customer Service leadership and manage the Fraud Risk Management Agents responsible for fraud investigations, corrective actions and communications
• Serve as the point of escalation for fraud related termination appeals for second tier investigations, and work with Legal partners in handling those appeals appropriately
• Create and maintain fraud investigations and operations playbooks and processes, identify opportunities to streamline processes and operationalize the enhancements
• Manage all steps in our fraud operations to remove fraudulent titles, stop royalty payments, terminate egregious repeat offenders and true up metrics
• Maintain and enhance the process for royalty harvesting identification and account terminations, royalty withholdings
• Maintain and enhance the process to identify and stop copyright infringement
• Coordinate the regular removal of fake reviews from Audible sites (via tickets, file formatting, etc)
• Identify and mitigate membership fraud related to purchases, returns, chargebacks and concessions
• Work with the content piracy screening vendor and engage in the operations of Audible copyright enforcement, ensure content piracy is identified and actioned on in a timely manner
• Anticipate and proactively identify next gen fraud techniques whether it is generative AI, text to speech or similar emerging technologies
• Serve as the subject matter expert for fraud investigation and operations, work with the BA&FP product manager on creating and implementing the fraud defense roadmap and strategy, and work with the fraud data analytics team on building and enhancing metrics, dashboards and other data-driven mechanisms needed for fraud investigation and operations
• Establish and maintain a strong working relationship with all counterparts in Amazon fraud operations
• Create and maintain an Audible fraud MO inventory that can be shared with other Amazon businesses
15 days ago