Payments and Risk Operations Manager

Gen is a global company powering Digital Freedom through consumer brands including Norton, Avast, LifeLock, Avira, AVG, ReputationDefender, and CCleaner. Our combined heritage is rooted in providing safety for the first digital generations. We bring leading technology solutions in cybersecurity, privacy, and identity protection to more than 500 million users in 150 countries so they can live their digital lives safely, privately, and confidently today and for generations to come. We're always looking for smart, fearless, and dedicated people. Together, we have collective passion and a big vision to power Digital Freedom by protecting consumers and giving them control of their digital lives.

About the Role

We are looking for an experienced e-commerce Payments and Risk Operations Manager with a proven background in online fraud and payment handling to lead the Gen Digital Payments & Risk Operations team. This individual will manage a team responsible for all risk operational activities for our eCommerce platforms.

Our customers are our top priority as such a seamless purchase and pay experience is essential. Although Loss & fraud prevention is a key value to our business, we strive to provide shoppers with a detailed checkout experience that the friction created by bad actors does not impact.

The role involves managing a highly skilled and experienced global team of 5 located in our offices in Plano (Dallas), Eugene (Oregon), Tempe (Arizona) and Dublin (Ireland). It is a diverse role with collaboration between various departments including Finance, Customer Service, Online Sales, and Engineering teams. Close interaction with the Go-To-Market team globally, Project management team based in Dublin and US including the wider eCommerce Payments team who are supportive and helpful. Weekly calls organized by our internal Compliance team give opportunity to be involved with our diverse Payment service providers who provide great insight into the industry, identifying trends, patterns and changes in the credit card companies, new payment methods, and evolving tactics

What you will do in the role

• Lead, Plan, and develop a team by providing guidance, planning, training, and mentorship to team members, ensuring they possess the skills and knowledge to effectively detect and combat fraud and loss.

• Overseeing and supervising the consistency and effectiveness of the entire operational team functions, SLAs and KPIs in the Fraud and Payments Operational activities

• Collaborating closely with key cross-functional teams, to prevent and mitigate fraud and manage payment escalation issues.

• Develop, maintain, and deliver detailed risk reports to various levels of management and collaborators.

• Collaborating with stakeholders to refine and improve how risks are assessed and managed, including how to manage, report, and prioritize risk issues and incidents.

• Supporting the creation of the Business Risk Management structure

• Designing, implementing, and testing controls

• Managing and delivering risk incident reports

What you need to be expected in the role

• A university degree in finance, economics, or a STEM subject

• Proven experience in fraud prevention or e-Commerce risk management

• Skilled in understanding various payment, fraud, and chargeback techniques including transactional fraud, refund fraud and abuse, reseller abuse and other risk types.

• 7+ years of experience in operational risk management, enterprise risk management, or management consulting, preferably in financial services or e-commerce department

• Experience with Payment Service Providers and Processors on Credit Card Regulatory requirements and compliance

• Effective communication and partnership skills to communicate sophisticated concepts clearly to Senior management and cross-functional collaborators.

• A solid history of achievement, compelling and material individual contributions towards those achievements

• In-depth knowledge of fraud detection tools, techniques, and industry-standard processes

• Excellent leadership skills to drive teams and collaborators.

• Exceptional strategic and analytical critical thinking skills to tackle the challenges of this role, skilled in using data to drive strategic action.

Benefits:

• Annual bonus scheme

• Unlimited PTO (paid time off), flexible working hours

• The chance to join a major global tech company listed on the S&P 500.

• Opportunity to learn and work with the best in the Digital Security industry.

• Health and pension, income protection, life insurance

• Tuition reimbursement for job-related courses

• Sustainable home improvement bonus

• Mac/Windows laptop and mobile phone

Gen is proud to be an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive and accessible environment for all employees. All employment decisions are based on merit, experience, and business needs, without regard to race, color, national origin, age, religion, sex, pregnancy (including childbirth or related medical conditions), genetic information, disability (physical or mental), medical condition, marital status, sexual orientation, gender identity or gender expression, military or veteran status, or any other consideration made unlawful by federal, state, or local law. Gen strictly prohibits unlawful discrimination based on such protected characteristics and seeks to recruit the most talented candidates from diverse cultures and backgrounds.

We also consider employment-qualified individuals with arrest and conviction records. In addition, we will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Learn more about pay transparency.

Gen complies with all anti-discrimination laws.

To conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.