Senior Risk Tools & Automation Lead

Job not on LinkedIn

🔥 15 minutes ago

🇮🇳 India – Remote

💵 ₹3.8M - ₹5.4M / year

⏰ Full Time

🟠 Senior

🎲 Risk

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📋 Description

• 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 so agent needs are captured, prioritized, and transparently closed out • Partner with Training, Quality, and Workforce Management on enablement, documentation, and adoption tracking • Translate operational needs into business requirements, user stories, and acceptance criteria • Own and manage the operational risk tooling roadmap and backlog • Lead intake, triage, and prioritization of tooling requests using impact sizing • Drive user acceptance testing, launch readiness, and post-launch measurement • Define the long-term vision for a unified risk workbench integrating signals, account history, payment data, linked entities, and decisioning • Partner with Platform, Design, and UX Research on discovery, journey maps, wireframes, prototypes, and usability testing • Identify, size, and prioritize automation opportunities across manual and repetitive work • Partner with Platform, Engineering, and Data Science to design and deploy AI-assisted capabilities • Define human-in-the-loop guardrails, quality controls, and monitoring • Build business cases connecting automation to measurable outcomes and report progress to senior leadership • Serve as the primary operations policy partner across technical and non-technical functions • Align stakeholders on priorities, tradeoffs, and timelines • Communicate roadmaps, launches, and impact to frontline agents and executive leadership

🎯 Requirements

• 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 technical and non-technical partners • 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; SQL or similar skills a plus • Excellent written and verbal communication, with the ability to simplify complex technical and operational concepts for executive audiences • Master's degree preferred • 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 • Working knowledge of fraud and risk domains such as payment fraud, chargebacks, account takeover, identity verification, or AML • Familiarity with workflow and automation platforms, such as rules engines, RPA, or low-code tools, and 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

🏖️ Benefits

• Base pay range is inclusive of allowances • May be eligible for bonus or incentives • May be eligible for one or more equity programs • Benefits • Employee Travel Credits • Reasonable accommodations throughout the recruitment process for applicants with disabilities

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