Operations Manager III

Position: Senior Fraud Operations Specialist
Location: Cupertino, California
Duration: Contract
Job ID: 171030

Job Overview:

• As a Senior Operations Specialist, candidate will lead initiatives aimed at enhancing customer support processes with cross-functional teams (including client’s contact centers) and managing high-priority escalations that standard processes struggle to resolve.
• This includes collaborating closely with cross-functional teams to detect, mitigate, and prevent fraud and scam activity impacting client’s store credit and gift card products and, while supporting key projects designed to safeguard client’s customers.

• Manage executive escalations related to store credit and gift card fraud, ensuring timely resolution and alignment with Client’s fraud mitigation strategies.
• Lead special projects to improve fraud detection, mitigation, and prevention measures, specifically for store credit and gift card products.
• Oversee and refine customer support processes to handle fraud-related cases efficiently, including managing communications with internal teams and external partners.
• Track, analyze, and prioritize fraud-related issues in testing and production environments; coordinate with engineering and partners to resolve issues swiftly.
• Conduct end-to-end testing for fraud prevention initiatives, providing regular updates and documentation on testing progress.
• Support program management, reporting, and documentation for fraud and risk initiatives, ensuring compliance with evolving industry standards.
• Monitor performance metrics related to fraud detection and partner performance, issuing alerts and providing actionable insights to business teams.

• Deep understanding of store credit and gift card products, including fraud risks, scam scenarios, and risk management best practices.
• Expertise in fraud prevention, compliance, and risk management controls within the payments industry.
• Proven experience in designing and optimizing customer support processes to enhance service efficiency and response times.
• Strong analytical and critical thinking skills, with a proactive, innovative approach to fraud prevention.
• Excellent written and verbal communication skills, able to clearly convey findings and updates to stakeholders at all levels.
• Collaborative and adaptable team player, with the ability to thrive in a dynamic, fast-paced environment.
• Exceptional attention to detail, with proven project management experience in operational support.

• Hybrid schedule (Tues-Thurs onsite, Monday to Friday remote) 6 Infinite Loop Cupertino, CA IL06

About PTR Global: PTR Global is a leading provider of information technology and workforce solutions. PTR Global has become one of the largest providers in its industry, with over 5000 professionals providing services across the U.S. and Canada. For more information visit www.ptrglobal.com

At PTR Global, we understand the importance of your privacy and security. We NEVER ASK job applicants to:

• Pay any fee to be considered for, submitted to, or selected for any opportunity.
• Purchase any product, service, or gift cards from us or for us as part of an application, interview, or selection process.
• Provide sensitive financial information such as credit card numbers or banking information. Successfully placed or hired candidates would only be asked for banking details after accepting an offer from us during our official onboarding processes as part of payroll setup.

Pay Range: $60 - $70

The specific compensation for this position will be determined by a number of factors, including the scope, complexity and location of the role as well as the cost of labor in the market; the skills, education, training, credentials and experience of the candidate; and other conditions of employment. Our full-time consultants have access to benefits including medical, dental, vision and 401K contributions as well as any other PTO, sick leave, and other benefits mandated by appliable state or localities where you reside or work.

If you receive a suspicious message, email, or phone call claiming to be from PTR Global do not respond or click on any links. Instead, contact us directly at 1 214-740-2424. To report any concerns, please email us at legal@pinnacle1.com