Job Summary:
The Director of B2C Operations will oversee our B2C Operations group, leading our newly created and growing Customer Support and Fraud, Risk, and Payments teams. They will take a hands-on approach in developing and implementing a comprehensive fraud and risk management strategy, as well as a best in class customer support team. This position will collaborate cross-functionally with various departments across the business and report directly to the CEO. Through proactive risk mitigation measures and real-time monitoring systems, they will identify and respond to potential risks and fraud patterns. They also will focus on automating manual processes, reviewing business rules, analyzing transactional data, and ensuring compliance with regulations. As a leader, this individual will escalate potential risks and provide proactive solutions as well as coach, mentor, and develop their teams to ensure the highest level of productivity, efficiency, and compliance.
The Role "Today":
• Stay abreast of industry trends, emerging threats, and technological advancements to continually enhance fraud prevention measures.
• Identify, analyze, and assess potential risks and fraud patterns affecting B2C platforms.
• Implement robust risk detection mechanisms and real-time monitoring systems to promptly identify and respond to suspicious activities.
• Conduct regular risk assessments and analyses to identify potential vulnerabilities and areas for improvement.
• Utilize data analytics and reporting tools to monitor and evaluate fraud patterns and trends.
• Automation of manual operational processes, including but not limited to identifying opportunities to automate manual operational processes related to fraud detection and risk mitigation, removing or reducing unnecessary roadblocks and streamlining the redemption process, and developing comprehensive training tools and macros for faster and more consistent resolution of customer support inquiries.
• Utilize data analytics tools to monitor and analyze transactional data, identifying patterns and anomalies that may indicate fraudulent activity.
• Develop and present insightful reports to stakeholders, providing actionable recommendations based on data analysis.
• Proficiency in forecasting to identify critical aspects during peak seasons and ability to adjust staffing levels based on the insights gained from forecasting.
• Establishing and maintaining positive relationships with vendors and payment processors, assuring consistency and avoiding unnecessary delays.
• In collaboration with the Customer Support Manager and Fraud, Risk, & Payments Manager, review all existing procedures, identifying knowledge gaps and inefficiencies, and rolling out well-documented and improved processes for teams to utilize as training tools.
The "Future" Potential:
• Developing incentive-based KPIs, a more cohesive team structure, stronger collaboration and communication, and SOP/SLA creation.
• 24/7/365 team coverage across both teams.
• Strategize, develop, plan, and execute rollout of live chat support, including incorporation of AI and other technologies to enhance automation.
• Ongoing monitoring of player feedback and overall customer support experience, setting and surpassing goals to increase NPS and improve player retention.
• Developing player engagement programs and building a player engagement-focused team to specialize in identifying and incentivizing valuable players. Strong collaboration with Marketing, Creative, and Brand Strategy team members to develop customized player experiences/rewards.
• LMS implementation and creation of standardized remote training sessions, both for new hires and ongoing education.
• Regular meeting cadence with executive leadership to present trends, team wins, productivity data, ticket volumes, potential risks, strategic plans for future growth, etc.
• Continued growth across the business and within the B2C Operations team.
Location: Anywhere
Posted: Aug. 22, 2024, 12:14 p.m.
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