Manager, Trust & Safety

Insight Global is searching for a Manager of Trust & Safety. Building trust begins by ensuring our customers have a safe and delightful experience on our platform. As we scale, we are looking for a passionate leader to grow and manage our Trust & Safety Operations Team. This team works directly with our customers in order to investigate and resolve fraud and abuse. This includes assisting customers with scams, ATOs, onboarding issues, transaction errors, and timely account security escalations. This person should have a healthy balance of empathy and skepticism, and the ability to question ones own assumptions. Ability to think on their feet and maintain composure in difficult situations while building a strategy for solutions. Familiarity with analytic tools like Looker and Tableau for KPI reporting and leadership.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com .

To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ .

Required Skills & Experience
- 5+ years of experience leading Fraud Prevention and Risk management teams supporting financial customers
- A deep understanding of the prevalent types of financial and online fraud, including scams, carding, first party fraud, account takeovers etc.
- Develop and maintain operational policies, procedures, quality and assurance, and SLAs in order to ensure consistent and high quality outcomes.
- Experience monitoring ticketing and data visualization dashboards to deliver reporting on KPIs and process improvement
- Experience working with Zendesk ticketing system or similar
- Hands on experience with QA (Quality Assurance) practice and improvements
- Remain current on prevalent fraud vectors, identify trending risks within operational metrics, and help mitigate potential issues.
- Partner with compliance, customer support, product, legal, and engineering teams to guide the development and improve fraud prevention and risk management controls.

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.