Director, Fraud Workflow & Systems

Description: The Director of Fraud Workflow & Systems will report to the VP of Risk Management, and have responsibility for the operational systems and processes portion of the Risk Management (fraud prevention) function at eBay. This person will directly manage a 15+ person team of workflow analysts and work closely with a small dedicated team of developers in Salt Lake City. The ideal candidate will be located in Salt Lake City. The Director has responsibility for the following areas:
1. Day-to-day oversight of the workflows and systems used by thousands of Customer Support Representatives (CSRs) globally to evaluate and act on fraud and other prohibited behavior on the eBay website. This role requires oversight of 24x7 monitoring processes, problem-solving skills to determine root causes of issues, and leadership skills to quickly drive issues to resolution.
2. Strategic vision to drive improvements to workflows and systems that result in higher CSR productivity, accuracy, and job satisfaction. This role requires expert skill in analyzing and documenting current-state user interfaces and workflow processes, identifying inefficiencies, and designing and documenting potential improvements. Prior experience with high volume case management / CRM systems and processes in a Customer Support Center environment is highly desirable, as is prior experience in product/software design from a business standpoint.
3. Partnership with internal Product Development and IT resources to build improvements into CSR tools. This role requires the ability to secure internal technical resources, and partner with them to transform business requirements into finished products on deadline and on budget.
4. Responsibility for integrity of the data that is tracked within the fraud workflow systems. This role requires that the Director and team have a reasonable understanding of RDBMS concepts (star schemas, SQL data manipulation / aggregation), ETL concepts, and end-user data delivery techniques to ensure that key metrics (cases delivered, review rates, false-positive ratios, etc.) are accurately tracked on a global basis.
5. Management of team members and internal customer relationships that are increasingly global. This role requires a mature leader who can set strategy and drive execution on a quarterly basis, managing initiatives across multiple geographies and for many internal customers at one time. This role also requires strong communication skills to ensure that team members and internal customers are highly aware of progress on an ongoing basis.

Qualifications:
Bachelors' Degree (Master's Preferred) and a minimum of 12 years' work experience in high-tech product or process management (fraud-related operations experience preferred) are required. Strong interpersonal skills, communications skills (both verbal and written), high energy/creativity, a relentless customer-focus, an entrepreneurial spirit, and superb attention to detail are also vital.

Salary/Benefits: Salary commensurate with experience
We offer a complete benefits package. Visit