Senior Director, Fraud

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.

Looking to lead efforts that safeguard customers and drive business growth? At Spectrum, you will oversee fraud prevention strategies for customer onboarding and usage across all service lines. Your expertise will help shape tools and processes that reduce fraud and support successful customer acquisition, creating a secure experience for Spectrum customers. Join Spectrum to make a tangible difference in protecting customers and enabling sustainable business success.

 

This role leads a high-volume operations function supporting frontline agents responsible for real-time fraud detection and prevention.

 

Key responsibilities include:

• Leading daily operations across inbound and outbound call channels, as well as ticket-based workflows
• Ensuring consistent achievement of SLAs, including response time, resolution time, and quality metrics. Monitoring key performance indicators (KPIs) such as productivity, accuracy, fraud detection rates, and customer experience metrics
• Driving operational excellence through performance management, coaching, and continuous improvement initiatives
• Establishing robust quality assurance and compliance frameworks to ensure adherence to internal policies and regulatory standards
• Implementing process improvements and automation to increase efficiency and reduce manual effort

How You’ll Make an Impact

• Direct fraud prevention efforts that enhance customer onboarding and usage practices across all products and channels
• Design and implement fraud control tools, tactics, and procedures to minimize onboarding and usage fraud while supporting business growth
• Partner with Marketing, Sales, Risk, and Operations to develop and refine risk screening policies that effectively identify high-risk customers while streamlining onboarding for low-risk segments
• Oversee the development and execution of fraud review processes to ensure timely and accurate resolution of suspicious cases within defined service level agreements (SLAs)
• Ensure adherence to all regulatory requirements, including the Fair Credit Reporting Act (FCRA) and applicable state regulations
• Define and execute workforce and resource strategies, including management of vendors, contractors, and outsourced partners, to deliver optimal performance and scalability
• Build strong cross-functional relationships with senior leaders to align fraud prevention strategies with broader business objectives

What You’ll Bring to Spectrum

 

Required Qualifications

 

Education

• Bachelor’s degree

Experience

• 7-10 years of fraud management experience
• 7-10 years of general management experience
• 5 years of leading teams of 50 or more

Skills

• Proficiency in English communication both written and oral
• Proven leadership in customer-facing and back office team environments
• Experience managing vendor-delivered services
• Strong analytical skills to identify trends create reports and solve issues
• Ability to clearly communicate complex issues
• Familiarity with FCRA and regulatory requirements such as TCPA
• Understanding of credit management techniques

Preferred Qualifications
Education

• Master’s degree

Skills

• Knowledge of cable and wireless industry billing and credit practices
• Proven experience leading large-scale operations teams (200 agents), preferably in fraud, risk, or contact center environments
• Demonstrated ability to meet and exceed SLAs, KPIs, and compliance standards in a high-volume environment
• Experience managing vendors and outsourced partners
• Exceptional leadership, communication, and stakeholder management skills
• Data-driven mindset with a focus on continuous improvement and operational efficiency

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A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.


Get to Know Us Charter Communications provides superior communication and entertainment products for residential and business customers through the Spectrum brand. Our offerings include Spectrum Internet®, TV, Mobile and Voice. Beyond our connectivity solutions, we also provide local news, programming and regional sports via Spectrum Networks and multiscreen advertising solutions via Spectrum Reach. When you join our team, you’ll be keeping our customers connected to what matters most in 41 states across the U.S. Watch this video to learn more.

Grow Your Career Here We’re committed to growing a workforce that reflects the customers and communities we serve – providing opportunities for employment and advancement to all team members. Spectrum is an Equal Opportunity Employer, including job seekers with disabilities and veterans. Learn about Life at Spectrum.