Head of Fraud - Customer Service (all genders)

Your Role

As Head of Fraud in Customer Service, you own fraud and loss prevention across our Customer Service and report to the VP of Customer Service. You optimise our processes to reduce spend on manual refunds, balancing goodwill towards honest customers with protection against fraud. You work with the Security, Payments and Logistics teams on cross-team topics. You are accountable for the manual refund budget and for achieving the spend targets.

What You Will Do

• Own the manual refund budget. Take end-to-end ownership of manual refund fraud, drive a sustainable reduction of net manual refunds and maximise recoveries from carriers and customers.
• Build and steer a KPI framework. Set up comprehensive KPIs and reporting for all Customer Service fraud topics.
• Improve processes in collaboration with our Process team. Design and continuously improve processes, guidelines, SLAs and fraud detection to make our operations robust.
• Align across teams. Define and implement processes at the interfaces with Security, Payments and Logistics.
• Lead the operational fraud teams. Set up and lead internal and external teams that focus on fraud detection and on handling cases from flagged customers.

Your Profile

• 8+ years of experience leading complex projects, with a proven track record of delivering measurable business impact
• Leadership experience, ideally with insourced and outsourced teams
• Strong analytical skills and a KPI mindset
• Process design skills and the ability to work across functions
• Excellent stakeholder management skills
• Fluent English; German is a plus

LI-AA1