Rover.com · 5 hours ago

Head of Account Safety

United States

Full-time

Remote

Senior Level

5+ years exp

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Hiring Manager

Jillian Arbow

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Responsibilities

Ideate, advocate for, and drive a comprehensive Fraud strategy across cross functional partner teams including Policy, Legal, Engineering, Product and Marketing

Identify opportunities to improve current processes and propose solutions in order to increase operational efficiency, customer satisfaction and the employee experience.

Model accountability to promote an environment of ownership and productivity, including guiding leaders through addressing underperforming employees

Recruit, hire, develop and performance manage a team of 4-6 frontline managers and senior ICs supporting customers with resolution of a wide-range of issues, including emergency issues that pose significant risk to the company, users, and animal safety.

Support the onboarding and training of new frontline leaders by partnering with Learning and Development and providing excellent mentorship

Regularly lead cooperative efforts among members of a project focused on improving account safety and fraud recurrence at Rover.

Assemble performance reporting by collecting, analyzing, and summarizing data and trends for internal leaders and cross functional partners.

Apply a change management process and methods to support changes required by a project or initiative. Support communication efforts, assess the change impact and support training and sustainment efforts

Anticipate future consequences and trends accurately. Leverage this understanding to build credible visions and plans that drive the business forward

Ability to remain empathetic, and compassionate in high stakes emergency situations, and guide customers to effective solutions.

Exhibits excellent written and verbal communication skills to effectively manage employees including a structured communication process to filter information throughout the organization.

Sets clear expectations for job assignments, sets and monitors employee goals, holds employees accountable for job responsibilities and achieving goals, and mentors, coaches and disciplines employees when necessary.

Identify and analyze reports, then making data-driven decisions to improve business outcomes and customer experience.

Interface with fraud system vendors to advocate for product changes and stronger partnerships.

Qualification

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Fraud Operations ManagementFraud Detection ToolsAccount SecurityRisk ManagementDigital Marketplaces ExperienceIdentification Verification