Senior Director, Chargeback and Abuse Recoveries

Signifyd is seeking a passionate and driven executive who has excelled in the global delivery of abuse prevention and financial loss recovery products and services to the largest retailers, financial institutions and ecommerce platforms. As Senior Director of Chargeback and Abuse Recoveries, you and your global team will be accountable for the avoidance or recovery of hundreds of millions of dollars for claims resulting from financial fraud and consumer abuse. You will build on scalable processes and attract world-class talent to deliver unparalleled service at the mission-critical point in the customer journey where Signifyd’s core liability-shift products deliver the promised value to retailers, financial institutions and consumers. You will lead a team of high-performing subject matter experts focused on the pillars of chargeback and abuse consulting, product and process development, and service excellence. This is a tremendous opportunity to work with our Chief Customer Officer and executive team to define our service and product strategy and continue our commitment to customer centricity as we meet our rapid growth plans.

You’ll join a team that is already servicing some of the largest retailers and financial institutions in the world, all while serving as the SME, public and go-to-market ambassador and championing first-to-market products and services that enable our clients (and increasingly our clients’ clients) to minimize losses, maximize revenue and mitigate fraud, abuse and credit risk.

This is a high-impact role that offers tremendous opportunities for growth, learning and leadership as Signifyd deepens its relationships with leading worldwide financial institutions.

Primary Responsibilities:

• Refine and uplevel the function’s strategy and operational roadmap to ensure continued growth in loss recovery performance, existing product attachment rate, and efficiency gains
• Embody Signifyd’s values and serve as an ambassador for Signifyd within the payments, retail, and risk management categories
• Advise and assist with closing and onboarding opportunities included within the recovery product portfolio, focusing on strategic, platform and financial institution partners
• Oversee the payments and abuse data lifecycle to proactively and consistently achieve recovery objectives, all while aligning to the customer's strategic business objectives
• Leverage exceptional business acumen to deeply understand customers’ business objectives to guide the creation of long-term joint company success plans and product roadmaps
• Serve as a SME visionary for the Signifyd executive and product teams while breaking down the long-term vision into strategies and tactics that the department’s managers and ICs execute towards
• Manage budget cycle with global Signifyd finance team, including recovery forecasts, opex costs, and efficiency gains
• Manage a department of SMEs and BPO agents across four continents, ensuring their development through coaching and enablement
• Practice and standardize internal and external due diligence to identify and quantify areas of risks and improvement
• Partner closely with cross-functional resources as the responsible party for timely loss insights and ultimate recoveries, especially our data science, product, finance, and customer success teams, to achieve company-wide OKRs

Qualifications:

• 5+ years leadership experience at the departmental level for product/service delivery in payments security, chargeback recovery, and/or abuse prevention
• 8+ years serving as a primary SME for global enterprises that are seeking to use technology to solve problems related to payments, loss and abuse prevention, and customer experience
• Proven process and change management skills with large and complex organizations, by partnering with C-level executives as a SME for payments, chargebacks, and abuse prevention
• Ability to analyze complex situations, develop associated action plans, secure funding and resources for the execution of action plans, and lead teams to achieve key objectives
• Vision to scale our products and services from hundreds of billions to trillions of dollars protected
• Proven track record in developing and executing on departmental design and career development opportunities for worldwide teams that include entry-level operational and highly skilled SME individual contributors

Highly Desired:

• Knowledge of card networks’ Operating Regulations (Visa, Mastercard, American Express and Discover) for both merchants and consumers
• Experience working on credit card chargebacks in the ecommerce or payments industries
• Experience using a variety of payment platforms or processors (Clientline, Vantiv, Adyen, Braintree, Stripe, etc.)
• Knowledge and experience using SQL and designing dashboards in Looker
• PMP, CAPM, or other relevant project management certification(s)

#LI-Remote

Benefits in the US:

• 4-day workweek
• Discretionary Time Off Policy (Unlimited!)
• Mental wellbeing resources
• Dedicated learning budget through Learnerbly
• 401K Match
• Stock Options
• Annual Performance Bonus or Commissions
• Paid Parental Leave (12 weeks)
• Health Insurance
• Dental Insurance
• Vision Insurance
• Flexible Spending Account (FSA)
• Short Term and Long Term Disability Insurance
• Life Insurance
• Company Social Events
• Signifyd Swag