Join our fast growing, highly collaborative team as the lead on conducting deep analysis and using data to optimize quality, detect inappropriate behavior, and drive performance. We can't wait to hear from you!
Role & Responsibilities:
Manage and support analysis for identifying, investigating, and preventing potential misuse & malicious activity, and maintaining high quality
Responsible for the design, development, and management of real-time fraud rules and models directly and in collaboration with relevant teams
Partner with Product Management, Data Science, and Engineering to automate detection and action
Deliver enhancements to fraud detection and mitigation, communicate and prioritize development in collaboration with Product Management and Engineering
Report overall status, primary business metrics, key issues, solution recommendations, and plans to Leadership
Establish business cases and projected ROI on investments to prioritize opportunities related to fraud programs
3-5+ years of experience across payment, marketplaces, ecommerce, retail, digital media, or financial services industries; Quality, Fraud or Identity experience is required
Expertise in SQL, SAS, R, Python, or other programming languages to query data and perform analysis
Possess a bias for action in resolving issues and perform in a high-energy, fast-paced environment
Ability to execute on programs and projects with minimal resources
Extremely focused on data and analytics to solve problems and have a track record of driving results through continuous improvement
Strong communication skills - ability to break down complex concepts and clearly explain them
Great organizational and prioritization skills with exceptional follow-through and attention to detail
Strong project management skills - ability to translate vision into action
Data driven - an orientation that combines qualitative and quantitative
Resourcefulness, pragmatism, and roll-up the sleeves mentality
Mission-driven, smart & humble, results-oriented, collaborative, with a sense of humor and strong EQ
Previous Gig Experience
Experience with Helpdesks (Zendesk, Oracle, Desk, etc.)
Experience working with Fortune 500 companies
Directly is a leader in intelligent automation, helping enterprises automate customer support in digital messaging channels. Companies like Airbnb, Microsoft, and Samsung use our expert intelligence platform to analyze their contact center interactions and strategically answer, automate, and prevent customer issues.
Directly customers reduce customer contacts by 80%, boost CSAT by 20% and save tens of millions of dollars per year. Our platform integrates with leading messaging solutions, virtual agents, machine learning platforms, and CRM applications. We are based in San Francisco and backed by Microsoft's M12 Ventures, True Ventures, Costanoa Ventures, Industry Ventures, and Northgate Capital.
We've got a an amazingly talented team focused on collaboration and melding together creativity, technology, and data-driven insights. Come join Directly and contribute to our culture of curiosity, authenticity, and innovation!