Team Lead, Fraud Production Operations

About the Team

In the Fraud Operations department, the Insights Team plays a crucial role in generating actionable insights to counteract persistent fraud, enhance internal procedures, and uncover innovative approaches to fraud detection. Having a dedicated group of investigators and operators committed to both preventing fraud and driving process enhancements is essential. Each team within this org functions with distinct structures, processes, objectives, and collaborations.

About the Role

At DoorDash, we value meaningful connections, collaboration, and professional growth. As a people leader, you will drive team collaboration, employee development, and problem-solving, while managing a  small group of 10-12 Analysts across the Consumer, Merchant, or Dasher lines of business.

This role is ideal for someone who enjoys managing daily operations in a growing company, resolving fraud issues, and improving team performance. You’ll be the go-to problem solver for team-wide challenges and handle high-priority work escalated from the front-line team. Your leadership and investigative expertise will be key to the success of the Fraud Insights team and overall operational efficiency.

Being physically present in our Tempe office is required to conduct 1:1 meetings with direct reports, collaborate with cross-functional partners, and support immediate problem-solving. Therefore, you must live within 50 miles of the office. In-office days are determined by the business and may vary based on needs. 

You will report to a Fraud Supervisor in our Fraud Insights Operations organization.  The schedule for this position will be Monday-Friday, with an in-office requirement of 2x per month. 

You’re excited about this opportunity because you will…

• Lead your team by being present and answering questions, hosting weekly 1-on-1 and team meetings, and providing real-time feedback in order to deliver on operational KPIs
• Establish and manage your team to individual and team goals and objectives and communicate performance to management and other stakeholders
• Operate as a Subject Matter Expert, creating, distributing, and presenting performance reports in order to identify trends and highlight opportunities for improvement
• Collaborate closely with team members to foster a culture of open communication and mutual support. You will facilitate collaboration by promoting knowledge-sharing, side by side training sessions and workshops if applicable. 
• Demonstrate a good comprehension of the fraud industry and be well-versed in the relevant day-to-day technologies we utilize, including but not limited to RWS, THQ, SFCD, Google Sheets, Stripe, Braintree, Persona, Mode, Mint, and Checkr. 
• You will be accountable for maintaining SLA’s, performance management of the team and delivering quality insights and trends to our key stakeholders. 

We’re excited about you because you have strong skills in…

• Subject Matter Expertise: You have a deep understanding of fraud, how it pertains to the DoorDash ecosystem and recognize common fraud tactics. 
• Data Analysis and Interpretation: You know how to make decisions by gathering and analyzing data to provide insights and recommendations for business decisions that address large fraud trends. This requires a familiarity with various technologies, including the creation of workbooks, scripting spreadsheet functions (basic understanding of SQL preferred).
• Root Cause Analysis: You have a passion for catching important details that could cause problems later, operate at the lowest level of detail to understand and address problems at their foundation and differentiate between patching vs. fixing problems.
• Project Management: You operate autonomously to spearhead large projects from start to finish. These projects often impact processes, technology roadmaps, and other internal initiatives.
• Collaboration and Communication: Project oversight requires constant collaboration with cross-functional teams to understand business requirements and the impact of our work. You enjoy providing guidance, mentoring others, and leading initiatives. You make room at the table and engage with key stakeholders at every level to understand both micro and macro-level issues. 
• Continuous Improvement: You deliver high-quality insights to combat fraud, take accountability for your actions, own the outcomes, contribute to a positive team culture, and celebrate wins!

Required Skills:

• 3+ years experience in Integrity Ops or other professional operations environment
• 1+ years of operational leadership experience, or similar experience managing complex systems or processes
• Google suite intermediate proficiency (sheets, docs, gmail, calendar)
• Proficient in RWS, THQ, Sift, MINT, Slack, Jira
• Demonstrated strong written and verbal communication

Preferred:

• Bachelor's degree or equivalent experience
• Google suite advance proficiency (sheets, docs, gmail, calendar)
• Investigations experience (fraud, insurance, law enforcement)
• Basic+ proficiency in data query language (SQL, macros, etc...)
• You are a leader with a strong desire and natural ability to motivate a team, and set and achieve targets