The Manager- Digital Fraud will proactively protect, prevent, detect and respond to fraudulent or potentially fraudulent behavior and activities across all digital operational processes and independently leads the analysis and review of digital transactions in an effort to reduce chargebacks and maximize sales revenue. The Manager, Digital Fraud will provide supervisory oversight in the development of fraud models, rules, strategies, and controls to mitigate fraud loss in the e-Commerce and m-Commerce channels, while balancing customer experience and operational or business impacts. This role will be a primary point of contact with our fraud mitigation tool provider(s), managing the relationship while overseeing and contributing to the development and refining of rules to accept or decline transactions. The Manager, Digital Fraud will also be responsible for oversight of various brand loyalty fraud mitigation, and other channels of digital fraud.
RESPONSIBILITIES
Key Responsibilities include: Fraud Mitigation Strategy and Oversight, Leadership and Team Development, Operational Excellence, Vendor Partnerships, and Emerging Fraud Risks
Lead the implementation of robust policies and strategic programs to identify risk, mitigate loss, and drive revenue growth across Inspire Brands digital channels and products
Develops strategies and recommendations for team to analyze mobile and online transactions leveraging advanced tools and techniques to investigating suspicious attributes including but not limited to previous order history, velocity, geolocation, and device data
Manage and lead analyst(s) in fraud tool rule performance and prepare recommendations to improve rule performance and fraud mitigation strategies
Manage, mentor, and develop a team, fostering professional growth and ensuring optimal performance
Leads by example to instill a culture of accountability, innovation and continuous improvement
Trains and leads analysts in the analysis and review of key business metrics (chargeback rates, decline/conversion rates, total loss, exposure, etc.) through a variety of interfaces in order to prepare weekly analysis & reporting
Helps to develop and create the e-commerce business strategy of Inspire Brands including mobile and digital landscapes, and leads the integration of that strategy into our fraud mitigation plans and processes
Continually evaluate the effectiveness of operational procedures and controls to maximize department productivity and accuracy
Manage critical supplier relationships and contracts to provide the best-in-class solutions for fraud to partners with service levels and performance targets
Lead recurring business reviews, escalating operational issues, and negotiating service level agreements
Possesses a deep understanding and knowledge of digital fraud, fraud prevention concepts, practices, and procedures
Remains current in industry trends, new platforms to mitigate fraud, new and emerging fraud trends, and makes recommendations that further enhance the the skills and capabilities of the team
EDUCATIONAL QUALIFICATIONS
Minimum- 4 yrs Degree in a related field
REQUIRED KNOWLEDGE, SKILLS or ABILITIES
3+ years of experience in fraud prevention, digital risk management, or a related field including team leadership roles
Strong CNP (card-not-present) risk experience in e-Commerce/m-commerce environments
Successful track record in mitigating risk in digital/mobile/web and electronic payments environments
Ability to think like a bad actor and identify risks, exploits, and points of attack, then find ways to block or mitigate them
Experience with Kount, Cybersource, Accertify, or other fraud mitigation tool desirable
Proficiency with fraud prevention platforms, data visualization tools, and reporting software.
Excellent understanding of an e-Commerce environment and the overall online shopping process, particularly mobile and digital
Familiarity of consumer payment methods such as ACH, credit/debit cards, digital wallets and payment industry terminology such as chargebacks, representment, account takeover, phishing, skimming, first party fraud, and credential stuffing
Familiarity with rules for card network excessive fraud and chargeback programs
Familiarity with gift card/stored value programs and their associated risk
Intermediate proficiency with Microsoft Excel (working knowledge of pivot tables, v-lookups and other intermediate to advanced functions), PowerPoint and Word
Ability to recruit, engage, manage and develop a best-in-class team
Outstanding written and verbal communication skills, with experience in delivering presentations, reports and analytical findings/assessments to various levels of an organization
Demonstrated learning agility, critical-thinking, troubleshooting and analytical skills
Demonstrated ability to automate, re-engineer processes, and challenge the status quo
Exceptional organizational and collaboration skills with ability to prioritize and pivot quickly
Demonstrated ability to work in teams and collaborate across departments
Responsive, action-oriented, deadline-driven and heightened sense of urgency
A proactive, results-oriented mindset with a focus on delivering measurable outcomes.
Adept at managing multiple priorities in a fast-paced environment.
Commitment to staying ahead of industry trends and evolving fraud landscapes.
Strong analytical skills with experience in fraud detection techniques such as rule-based systems, machine learning models, and anomaly detection.
Excellent interpersonal and communication skills, with the ability to influence stakeholders at all levels.
DIRECT REPORTS
This position has three direct reports (3), including one Senior Fraud Analyst and two Fraud Analysts
We’re made up of some of the world’s most iconic restaurant brands, but we’re much more than just a restaurant company. We’re a team of hundreds of thousands who individually and collectively are changing the way people eat, drink, and gather around the table. We know that food is much more than a staple—it’s an experience. At Inspire, that’s our purpose: to ignite and nourish flavorful experiences.