Zoomies help the world connect — and deliver happiness while doing it. We set out to build the best video conferencing product for the enterprise, and today help people communicate better with products like Zoom Phone, Zoom Rooms, Zoom Video Webinars, Zoom Apps, and OnZoom.

We’re problem-solvers and self-starters, working at a fast pace to design solutions with our customers and users in mind. Here, you’ll work across teams to dig deep into impactful projects that are changing the way people communicate, and enjoy opportunities to advance your career in a diverse, inclusive environment. 

Zoom’s Global Payments Team is looking to add a Fraud Manager to the team. We’re looking for a highly organized and efficient professional who can wear multiple hats throughout the workday while prioritizing the most important tasks on his or her list.

We are looking for an experienced fraud leader to support our fraud function globally and own commerce anti-fraud operations to limit and mitigate the risk to our business and our customers.

Reporting to the Head of Global Payments, and part of the rapidly growing global payments team, you will help combat fraudulent activity by creating, owning, and executing Zoom Global Anti-Fraud strategy; you will be responsible for putting in place the tools and processes needed to detect and mitigate fraud risks as soon as they emerge, including working alongside technology and operations teams, and last but not least adding fraud support & coverage for new products to the portfolio.

Responsibilities:

• Champion anti-fraud strategies and manage the delivery of fraud operations initiatives, building and developing relationships with key stakeholders.
• Develop and deploy counter-fraud measures and ensure deployment is executed in alignment to team business/policy/operating requirements.
• Manage and monitor any changes in the fraud KPI thresholds or other fraud indicators, recommend actions and coordinate/own the implementation of these actions as required.
• Ensure monitoring and alerting on the fraud activity via payment gateways and establish processes to escalate and resolve system issues with key stakeholders, both internal and external.
• Review, define and implement Fraud Risk Policies/Rules or Processes.
• Analyze patterns of customer behavior to identify emerging fraud trends and implement of remedial fraud controls and prevention techniques.
• Help drive improvements in tools and reporting.
• Reducing friction by bridging the gap between manual process and system improvements and bug fixes
• Provide ad-hoc support & reports requested by other cross-functional teams
• Own fraud investigation function and provide resolutions to any payment fraud cases.
• Work cross-functionally throughout the organization (e-com, engineering, data science, finance, support, legal, etc.) to build a best-in-class payment & fraud operational program
• Assist in the development of ad-hoc analysis, reports, presentations, and special projects for leadership.
   

Skills Required:

• Bachelor’s degree in a quantitative discipline and 5+ years’ experience in roles such as risk management, fraud prevention with hands-on fraud investigation, fraud/payment operations or management.
• Experience in e-commerce, CNP payments, finance, SaaS, digital goods or marketplace industry.
• Experience working with payment processing, authentication, anti-fraud systems and tools or vendors.
• Analytical skills including the ability to interpret structured data, develop recommendations and analysis to identify emerging trends and behaviors.
• Sound understanding of Data Protection, PII, PCI DSS, and credit card industry regulations.
• Experience in A/B testing and data-driven optimization efforts to enhance the customer experience and deliver optimal fraud catch results
• Great interpersonal and communication skills
• Is detail-oriented and has an inquisitive nature which helps with troubleshooting
• Understanding of fraud trends and global practices, both for CNP fraud and APM’s risk.
• Has technical proficiency in these systems is preferred - Salesforce, Tableau, Excel, PowerPoint and other MS Office Suite programs
• Experience working with billing platforms like Zuora and payment providers like Stripe, Adyen, PayPal, Checkout.com, Braintree etc

Nice to have:

• In-depth payment business and technical domain knowledge including interchange, payment systems, payment risk, business development, tax, legal, and accounting.