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Newark, New Jersey

Fraud Investigations & Operations Manager, Business Assurance & Fraud Prevention

Product & Customer Experience   |   Job ID  2633720
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Job Summary

At Audible, we believe stories have the power to transform lives. It’s why we work with some of the world’s leading creators to produce and share audio storytelling with our millions of global listeners. We are dreamers and inventors who come from a wide range of backgrounds and experiences to empower and inspire each other. Imagine your future with us.

ABOUT THIS ROLE
As the Fraud Investigations & Operations Manager for the Audible Business Assurance & Fraud Prevention (BAFP) team, you will lead and oversee fraud investigations and operations. Your responsibilities will include enhancing existing fraud detection and investigation techniques, as well as proactively identifying new fraud modus operandi (MOs). You will be the subject matter expert and primary point of contact for all fraud operations-related matters.

In this role, you will collaborate closely with partners and key stakeholders across Audible and Amazon to protect Audible's integrity and trustworthiness for creators, producers, and customers. As the subject matter expert, you will work to safeguard Audible's reputation and ensure a secure environment for all stakeholders involved.

ABOUT YOU
You have strong analytical and problem-solving skills, specifically with experience in managing fraud and abuse cases. You have strong verbal and written communication skills, the ability to effectively communicate complex technical concepts and ideas in a non-technical, simple manner across different levels of an organization. A resourceful self-starter with an independent attitude and focus on excellence, with the ability to operate in a high-energy, high-intensity and rapidly evolving environment. You have solid organizational and project management skills, along with the ability to work with cross functional teams under time sensitive deadlines.

As a Fraud Investigations & Operations Manager, you will...
- Manage and triage fraud investigation requests raised to the BA&FP team, ensure actions are taken within defined SLA
- Liaise with Customer Service leadership and manage the Fraud Risk Management Agents responsible for fraud investigations, corrective actions and communications
- Serve as the point of escalation for fraud related termination appeals for second tier investigations, and work with Legal partners in handling those appeals appropriately
- Create and maintain fraud investigations and operations playbooks and processes, identify opportunities to streamline processes and operationalize the enhancements
- Manage all steps in our fraud operations to remove fraudulent titles, stop royalty payments, terminate egregious repeat offenders and true up metrics
- Maintain and enhance the process for royalty harvesting identification and account terminations, royalty withholdings
- Maintain and enhance the process to identify and stop copyright infringement
- Coordinate the regular removal of fake reviews from Audible sites (via tickets, file formatting, etc)
- Identify and mitigate membership fraud related to purchases, returns, chargebacks and concessions
- Work with the content piracy screening vendor and engage in the operations of Audible copyright enforcement, ensure content piracy is identified and actioned on in a timely manner
- Anticipate and proactively identify next gen fraud techniques whether it is generative AI, text to speech or similar emerging technologies
- Serve as the subject matter expert for fraud investigation and operations, work with the BA&FP product manager on creating and implementing the fraud defense roadmap and strategy, and work with the fraud data analytics team on building and enhancing metrics, dashboards and other data-driven mechanisms needed for fraud investigation and operations
- Establish and maintain a strong working relationship with all counterparts in Amazon fraud operations
- Create and maintain an Audible fraud MO inventory that can be shared with other Amazon businesses

ABOUT AUDIBLE
Audible is the leading producer and provider of audio storytelling. We spark listeners’ imaginations, offering immersive, cinematic experiences full of inspiration and insight to enrich our customers daily lives. Our Hub+Home hybrid workplace model gives employees the flexibility between gathering in a common office space (work from hub) and remote work (work from home). For more information, please visit adbl.co/hybrid.

Basic Qualifications

- Bachelor's degree
- 5+ years of experience in a risk management, fraud investigation, fraud operations, risk operations or similar role
- Experience writing effective narratives
- Proficiency in Excel and Business Intelligence tools (Tableau)

Preferred Qualifications

- Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
- Strong ability to source and analyze data, including running and modifying SQL queries to investigate anomalies and drive data decisions. Should be highly data driven
- Strong communication skills, written and verbal
- 4+ years of extensive relevant operations industry experience
- Past experience of working in relevant teams (Fraud/Risk Management, Customer Service, Back-end operations)
- Proven ability to understand and manage complex systems
- Proven ability to manage cross-functional projects to drive improvement of efficiency and effectiveness
- Track record of driving change and innovation

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
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