Senior Risk Tools & Automation Lead

Overview

Own the end-to-end agent experience and tooling roadmap for the Payments Risk Operations team, designing the next generation of the risk workbench and driving automation and AI-assisted capabilities that protect guests, hosts, and the platform from fraud and abuse.

What you'll do

• Own the end-to-end agent experience across risk and fraud investigation workflows, from case intake through decision, documentation, and quality review.
• Observe agent workflows, map pain points, and quantify friction in handle time, clicks, context switching, and error rates.
• Establish feedback loops (surveys, office hours, champion networks, ticket intake) so agent needs are captured, prioritized, and closed out transparently.
• Partner with Training, Quality, and Workforce Management to ensure tooling changes land with clear enablement, documentation, and adoption tracking.
• Translate operational needs into prioritized business requirements, user stories, and acceptance criteria that Platform and Engineering can build against.
• Own and manage the operational risk tooling roadmap and backlog, balancing quick wins, foundational investments, and policy or regulatory needs.
• Lead intake, triage, and prioritization of tooling requests using impact sizing (time saved, loss prevented, accuracy gained, risk reduced).
• Drive user acceptance testing (UAT), launch readiness, and post-launch measurement for every tooling release.
• Define the long-term vision for a unified risk workbench that brings signals, account history, payment data, linked entities, and decisioning into a single workspace.
• Partner with Platform, Design, and UX Research to run discovery, build journey maps, create wireframes and prototypes, and conduct usability testing with agents.
• Champion design principles of simplicity, consistency, and accessibility so agents can make accurate decisions quickly and confidently.
• Identify, size, and prioritize automation opportunities across manual and repetitive work, including case routing, data gathering, enrichment, summarization, and low-risk decisioning.
• Partner with Platform, Engineering, and Data Science to design and deploy AI-assisted capabilities such as case summaries, recommended actions, agent copilots, and automated documentation.
• Define human-in-the-loop guardrails, quality controls, and monitoring so automation improves efficiency without compromising accuracy, fairness, or compliance.
• Build business cases that tie automation to measurable outcomes and report progress to senior leadership.
• Serve as the primary operations policy partner to Platform, Engineering, Data Science, Design, Policy, Legal, Compliance, and Finance on all risk tooling initiatives.
• Influence without authority, align technical and non-technical stakeholders on priorities, tradeoffs, and timelines.
• Communicate roadmaps, launches, and impact clearly to audiences ranging from frontline agents to executive leadership.

What you'll need

• 10+ years of experience in operations, program management, or product management.
• 5+ years of experience in fraud, payment risk, trust and safety, or a related investigations industry.
• Bachelor's degree required.
• Proven track record of writing successful business requirements, user stories, and acceptance criteria that led to shipped tools with measurable impact.
• Familiarity with user experience testing and design, including discovery interviews, journey mapping, usability testing, and working from wireframes or prototypes.
• Demonstrated success in cross-functional collaboration with both technical partners (Engineering, Data Science, Platform) and non-technical partners (Operations, Legal, Compliance, Finance).
• Experience identifying and delivering automation or process efficiency improvements at scale, with results tied to metrics such as handle time, throughput, accuracy, or loss.
• Strong analytical skills, with comfort using data to size opportunities, build business cases, and measure outcomes.
• Excellent written and verbal communication, with the ability to simplify complex technical and operational concepts for executive audiences.

Nice to have

• Master's degree.
• SQL or similar skills.
• Hands-on experience designing or launching agent workbenches, case management systems, or investigation consoles.
• Experience applying generative AI or large language models in operational settings, such as agent copilots, case summarization, or automated decision support.
• Working knowledge of fraud and risk domains such as payment fraud, chargebacks, account takeover, identity verification, or AML.
• Familiarity with workflow and automation platforms (for example, rules engines, RPA, or low-code tools) and with agile delivery practices.
• Experience leading change management and driving adoption across large, globally distributed operations teams.
• Experience working at an e-commerce, travel, fintech, or payments company.

Details

• Remote, India.
• Annual base pay range: ₹3,780,000 to ₹5,400,000 INR.
• May be eligible for bonus or incentives, equity programs, benefits, and Employee Travel Credits.