Supervisor - Investigations and Resolutions and Law Enforcement Operations

Overview

Lead a team of Investigations and Resolutions and Law Enforcement Operations specialists within Frontline Operations, overseeing fraud and safety case review and resolution. Work with Policy, Product and Legal teams to maintain consistent, high-quality, timely decisions across a 24/7 operation.

What you'll do

• Lead and develop a team of I&R and LE Ops specialists, holding the team accountable for quality, timeliness, and service goals while championing their growth and overall team engagement.
• Adapt the team's plan and make day-to-day decisions on case handling, escalation and coverage as volume, case mix or resourcing shifts.
• Coach and develop specialists through regular 1:1s and case reviews, manage performance against targets, and model values and belonging behaviours.
• Use judgment and operational data to resolve technical, customer and operational problems raised by the team, and recommend process and tooling improvements.
• Implement process, tooling and workflow changes from the broader fraud and safety strategy with the team.
• Hand off cases requiring executive escalation or new precedent to the appropriate senior stakeholder.
• Monitor operational metrics, report trends and risks to leadership, and anticipate resourcing needs.

What you'll need

• 10+ years in Fraud & Safety, Risk, Trust or related operations.
• 4+ years leading or supervising a team in a high-volume, time-sensitive case-review environment.
• Proven ability to hold a team of specialists to consistent quality, accuracy and productivity targets, using operational data to identify performance changes and act on them.
• Working knowledge of fraud and safety typologies, and how workflow, precedent and policy interact on escalated cases.
• People leadership at the stated scope, including leading a team of specialists whose decisions carried real consequence, coaching a diverse group of talent, and setting team priorities and performance targets.
• Sound operational judgment when the answer is not clear, including assessing situations, deciding with available information, and adapting the plan rather than waiting for direction.
• Clear, direct communication with specialists, cross-functional partners and leadership tracking team results.

Nice to have

• Experience in a marketplace, travel or platform fraud and safety environment, or building SOPs, playbooks and enablement that scaled beyond one team.

Details

• Location: Gurugram, India.
• The operation includes specialists and partner teams operating 24/7 across the globe.
• Annual pay range: ₹1,610,000–₹2,110,000 INR.