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Manager Trust and Safety - StubHub

StubHub, an eBay company, is looking to hire a Trust and Safety operations manager in East Granby, CT. The manager will oversee the teams providing 24x7 fraud protection for StubHub.com. The team is responsible for card not present transactional fraud mitigation, user policy adherence and general risk assessments.

Responsibilities

  • Manage all aspects of leading a high performing team responsible for transactional fraud, user policy enforcement, & risk
  • Ensure that supervisors monitor agents to guarantee that their teams are adhering to appropriate use of timekeeping tools and that they are monitoring reports as required to track attendance and time sheets daily
  • Maintain a flexible work schedule to be able to spend focused time with each shift on a rotating basis
  • Complete a weekly 1:1 for each direct report
  • Meet monthly with each direct report to review goal accomplishments and set monthly goals for improvements standards or as needed
  • Review and communicate daily performance, quality, and attendance reports at the individual and team level
  • Ensure direct reports develop and communicate action plans for individual agent performance based on assessment of strengths and weaknesses and that specific objectives are set for each employee that includes performance, training and developmental goals annually
  • Coordinate reward and recognition programs for their team
  • Identify all unique training needs for the team and work with the appropriate resources to ensure training is developed and delivered to agents
  • Ensure that all fraud queues and reports are worked according to department standards
  • Ensure that all fraud trends including buyer, seller and collusion fraud, are identified and communicated appropriately
  • Work closely with eCrimes Investigations team to ensure orderly case management
  • Ensure that teams are adequately prepared for upcoming workflow and/or procedural changes concerning high profile events and web site updates
  • Work with peers to leverage best practices and understand new trends
  • Contribute to the implementation of workflow process improvements, including both case management and administrative tools workflows as needed
  • Carry out special assignments as requested or assigned

Job Description

  • Bachelor's degree or equivalent experience
  • Minimum of five years managing operations teams dealing with fraud, credit, collections, or risk management, in the financial, retail, or ecommerce industry preferred
  • Strong working knowledge of Siebel and Accertify (preferred)
  • Analytical abilities are required to assist representatives in building cases, performing investigations and making decisions on potentially fraudulent orders
  • Professional demeanor in dealing with internal and external customers via phone and email is essential

Education -Bachelors Degree or Equivalent

Shift - Day

If you have questions specific to the job, reach out to hiring manager Jason Hogsed (jhogsed@stubhub.com)
To apply for the position, search the requisition ID on ebaycareers.com or click the link below.
Requisition ID 101006BR-1

Apply Here




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