About the Team

We are seeking a highly skilled and experienced Senior Manager of Fraud Operations to lead and scale our fraud mitigation efforts. This role will oversee our large scale global Fraud Operations team responsible for identifying, analyzing, and responding to instances of fraud across our platform. As a Senior Manager, you will partner closely with Strategy & Operations (S&O) teams and other cross-functional stakeholders to develop and execute strategies that mitigate fraud risk, protect the platform, and ensure a secure user experience. The Senior Manager, Fraud Operations  will report to the Head of Integrity Operations.

About the Role

As the Senior Manager of Fraud Operations, you will lead the execution of our Fraud Operations team, ensuring we uphold the highest standards of support for our platform members through empathy and ethical decision-making. You oversee the management of daily fraud operations, resolving cases efficiently and with the utmost quality. Collaboration with internal teams—such as S&O, product, and engineering—will be essential to align fraud mitigation goals and enhance detection systems. Your role will involve working with a diverse group of individuals, from Fraud Specialists to executive leadership. You'll focus on the details while effectively communicating strategic insights to leadership and partners. We will need someone who isn't afraid to get in the weeds, can work in a changing industry, and operate autonomously.

You have some technical skills and a passion for data-driven insights to help them make informed decisions that improve our valued community.

You're excited about this opportunity because you will

• Lead DoorDash's Fraud team and oversee strategic vision and tactical operations
• Oversee the management of fraud escalations and work with leadership, legal, comms, and others on crisis management and response
• Oversee the operations of the team to ensure we are adequately staffed and are within service level agreement for all of our work streams.
• Build the best team. Hire, grow and coach our team members, specialists and supervisors.
• Stay current on events and trends to identify potential risks and propose solutions and evolutions of our work before they become a problem.
• Advocate for safety on the platform. Identify opportunities to better mitigate risk and increase trust
• Determine goals and outcomes that align with strategic vision. Gain support, track results, and update progress to partners.
• Use data to make decisions to move our safety vision forward

We're excited about you because

• You have 8 years of experience in relevant fields such as fraud, trust and safety, operations, customer service, or risk consulting
• You have 5 years of relevant management experience including experience managing people leaders
• You have experience with Fraud or Customer Service Operations
• You can tell stories using data, and can clarify and prioritize using data
• You can build coalitions and work with multiple partners
• You excel in ambiguous conditions
• You are a problem solver, can identify issues both within and outside of your immediate scope, and propose solutions.
• You are knowledgeable of the product we offer and passion for DoorDash

Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only

We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024.

The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey