Thumbtack is a local services marketplace that connects customers with the right professionals for anything they need done. Every day we rally around the impact Thumbtack has on people's lives helping people plan their perfect wedding, families improve their homes, and small businesses grow and thrive. Thumbtack today has 1,100+ types of services, millions of customer requests, and hundreds of thousands of paying professionals. Join our growing team in the quest to build THE destination for anything you need done.
About the Risk Team
The Trust & Safety Risk team leverages technical, design, and operational solutions to promote trust on the Thumbtack platform. We are developing cutting-edge strategies to mitigate risks to our users both online and in the real world. Thumbtack's success is dependent on gaining and maintaining the trust of the customers and pros that use the platform.
About the Role
As a Risk & Fraud Analytics Manager, you will oversee a team of analysts producing sophisticated proactive research and data analysis with impact on policies, risk models, engineering rules, and team processes. You will be responsible for strategic planning, improving business processes, ensuring sound data-driven judgements, and sharing technical skill knowledge.
Strategically plan, evaluate, and improve the efficiency of business processes and procedures to enhance speed, quality, efficiency, and output. Keep impact of business revenue on the forefront of planning.
Create and drive strategy for proactive fraud detection and mitigation of marketplace payments. Define fraud monitoring KPIs and continuously monitor them to identify opportunities for improvement. Identify platform capabilities to mitigate fraud with minimal impact to good users.
Establish and manage team processes, provide analytic feedback, maintain relevant controls for new and ongoing projects, and measure team productivity, goal achievement, and overall effectiveness.
Ensure team decisions and policy recommendations have had input by relevant stakeholders (i.e. engineers, product) and are backed by sound analysis and data.
Seek ways to improve processes, from small tweaks to complete reengineering.
Oversee the creation of dashboards and other visualization monitoring tools for team processes and projects.
Collaborate cross-functionally with Engineering, Business Applications, Data, Technical Infrastructure, Product, and Operations teams to fix technical issues with team processes as they arise, improve process efficiency, and identify opportunities for automation.
Appropriately respond to escalated situations, to include platform attacks, in a timely manner. Use technical skills and collaborate with engineers to identify root causes and vulnerabilities and work toward a solution.
Ensure team produces succinct and sophisticated analysis to drive operations and technical changes.
Develop people to meet both their career goals and the organization's goals through coaching, feedback, exposure, and stretch assignments.
Communicate regularly with San Francisco, Salt Lake City, and Philippines-based MTS managers, and other designated contacts within the organization.
7-10 years of related people leadership experience
5+ years of people management. Experience managing operational and analytic teams. Able to create a complex process and teach others how to run it.
5+ years of hands-on experience in dealing with e-commerce, payments and/or identity fraud. Solid knowledge of Card Not Present (CNP) environment, ACH, ACH Returns and Credit Card Chargebacks.
5+ years of experience with complex SQL and producing analysis in a professional environment
Ability to think strategically to identify team and department goals. Act as a thought leader on platform payments risk.
Top-notch presentation design and delivery skills
Excellent analytic skills with the ability to synthesize large sources of data
Strong verbal and written communication skills
A degree in Data Analytics, Computer Science, Stats, Math, Economics, or similar
Project Management Experience
Knowledge of 3rd-party fraud vendor solutions
CFE or ACAMS certifications
More About Us
Thumbtack is a local services marketplace that connects customers who need to get things done with local, skilled professionals who can help. From plumbers and painters to DJs and personal trainers, Thumbtack helps millions of customers find the right professional for their project in 1,000 unique categories. Founded in 2009 and headquartered in San Francisco, Thumbtack is backed by over $250 million in investment from Sequoia Capital, CapitalG, Tiger Global Management, Javelin Investment Partners and Baillie Gifford.
Learn more about our culture, benefits, and perks
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Thumbtack embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.