Fraud Manager, Platform Integrity

Available Locations: San Francisco, CA, Austin, TX, Washington, DC, Denver, CO, New York, NY, Los Angeles, CA, Seattle, WA
We are looking for a Fraud Investigations Manager to join our global Trust & Safety team, and lead our team of Fraud Analysts. As manager, you will further develop and enhance our fraud policies and procedures, to ensure optimal gains, recovery and loss prevention. You will be leading a global team of highly skilled fraud analysts, and getting your hands dirty with the team to analyze our fraud data, to create, modify and enhance our review processes. You will be providing regular statistical analysis to Sr. Leadership, including Customer Support, Finance and Marketing leadership teams, on the performance of their products and support services. You will also partner with the Trust & Safety Platform Operations team to provide support as needed on abuse investigations. This is a position where you will also gain familiarity with the inner workings of Cloudflare's technologies and policies.
Responsibilities:

• Lead and manage the Fraud team with effective leadership, ability to hire and retain talented staff, ability to train and develop a team in fraud expertise
• You will develop deep expertise on the processes and be responsible for driving continuous process improvement initiatives, with a particular focus on balancing fraud/risk and customer experience
• Create and implement proactive measures to stop fraud while minimizing potential false positives
• Through data-driven insights, you will develop recommendations for process improvements, new process standards, and agent tooling improvements that enable a more frictionless, consistent experience, and increased team efficiency
• You will operationalize these recommendations through strong project management in partnership with Trust & Safety, Finance, Product, and others.
• Generate weekly, monthly and quarterly reports on fraud abatement
• Interact with internal and external partners such as vendors and banks to improve Cloudflare's fraud detection capabilities
• Ensure that ongoing operations maintain a high level of stakeholder satisfaction
• Guide the team to own, design, and manage the direction for all fraud prevention, detection and response strategies that balances fraud controls, growth and customer experience
• You will be part of an on-call leadership team, and may be a part of weekend and holiday coverage schedule

Requirements:

• Working knowledge of Financial Fraud
• You have 4-6 years of anti-fraud, fraud prevention experience at an internet hosting service provider
• You have 2-3 years experience leading a team
• Prior experience in leading a highly distributed team that is fully remote
• Experience with payment platforms such as Stripe, ThreatMetrix, Tract, BrainTree, RetailDecisions (ACI WorldWide), specifically their fraud applications
• You have a working knowledge of query language and data analysis tools such as BigQuery, Tableau, etc.
• Strong written and verbal communication skills, attention to detail and ability to manage multiple projects and tasks
• Experience managing sensitive content and emotionally charged escalations with tact and a calm demeanor
• Excellent verbal and written communication skills; Excellent storytelling and presentation skills
• Self-motivated, results oriented individual with the ability to handle numerous projects concurrently
• Collaborative, diplomatic, and flexible, able to work effectively cross functionally
• Technologically savvy, curious, up to date with digital trends and applications

Bonus:

• You have working knowledge of the Domain Name System (DNS) and Domain Registrar Services
• You have a working knowledge of how a hosting provider operates

Compensation
Compensation may be adjusted depending on work location.

• For Colorado-based hires: Estimated annual salary of $107,000 - $131,000
• For New York City, Washington, and California (excluding Bay Area) based hires: Estimated annual salary of $129,000 - $157,000

Equity
This role is eligible to participate in Cloudflare's equity plan.
Benefits
Cloudflare offers a complete package of benefits and programs to support you and your family. Our benefits programs can help you pay health care expenses, support caregiving, build capital for the future and make life a little easier and fun! The below is a description of our benefits for employees in the United States, and benefits may vary for employees based outside the U.S.
Health & Welfare Benefits

• Medical/Rx Insurance
• Dental Insurance
• Vision Insurance
• Flexible Spending Accounts
• Commuter Spending Accounts
• Fertility & Family Forming Benefits
• On-demand mental health support and Employee Assistance Program
• Global Travel Medical Insurance

Financial Benefits

• Short and Long Term Disability Insurance
• Life & Accident Insurance
• 401(k) Retirement Savings Plan
• Employee Stock Participation Plan

Time Off

• Flexible paid time off covering vacation and sick leave
• Leave programs, including parental, pregnancy health, medical, and bereavement leave