Risk Operations Supervisor

Remote from
Job type
Full Time,
Opening date
Closing date
15 Nov 2022
Views
210

As a Supervisor of Risk Operations, you will lead a team of specialists whose responsibilities are to optimize and uphold established policies and processes that ensure the integrity of our marketplace. Working directly with the Global Risk Operations Manager to take ownership of all Fraud and Standards work for North America, along with ensuring you are available to support and coach your teams, as needed. You will also be responsible for supporting regional strategy and process improvement opportunities within the Risk Operations team. You will serve as an escalation point of the teams and tackle complex service issues for Taskrabbit users, recommend solutions for departmental opportunities, drive performance through feedback and coaching, and bridge communications across teams. You will work closely with your peers globally and partner with our North American outsource partner to support the growth and alignment of the Risk Operations Team for North America.

Based in the US, this is a remote first position with the potential to travel to our US & EU hubs when needed. We are looking for a passionate leader who lives for helping others, cares deeply about building strong culture and teams and is excited to work closely with a peer leadership group. Someone who will identify and execute quickly on opportunities that level-up our user experience daily.

Join us in creating a better everyday life for everyday people.

Responsibilities:

  • Lead and develop a team of 15-18 Risk Operations Specialists
  • Become an expert of the entire online and offline Taskrabbit experience across our dual-side marketplace.
  • Work closely with the Risk Operations Manager to understand, share and action on departmental business goals and KPIs.
  • Take ownership for results, understand development needs and provide coaching, training and support to team members, delivering timely and clear feedback on performance.
  • Monitor team performance, quality, adherence and daily schedule
  • Work with stakeholders to develop training for agents and share ongoing updates around policies.
  • Act as a primary escalation point for resolving emergencies and high-touch escalations.
  • Assist in hiring and developing a team while actively managing performance issues.
  • Be responsible for managing both Standards and Fraud work and ensuring high quality resolutions within SLA.
  • Cover gaps in Leadership coverage when needed.
  • Support in projects and process improvement opportunities as required and is a  voice for continuous improvement providing feedback on opportunities and proactively share best practices
  • Creates a safe and engaging work environment, where constructive and regular  feedback is celebrated
  • Work in continuous partnership with the Risk, Trust and Payments team to create a feedback cycle and stay up to date with policy and process changes.

Qualifications:

  • 2 years leadership experience, with 1 year experience leading a specialized customer service function.
  • 1 year experience in risk operations, fraud prevention and/or policy enforcement.
  • Superb people skills, you excel at rallying your team towards shared goals.
  • An eye for process: No tolerance for inefficiency, inconsistency, or confusion across the team.
  • Excellent written and verbal communication skills – you are approachable and honest.
  • Self-starter; intrinsically motivated and passionate/knowledgeable about your workload, ability to work cross-functionally
  • Is data driven, understand the key drivers of risk management, identify opportunities and is a voice for continuous improvement providing feedback on opportunities and proactively share best practises
  • Unmistakable love and passion for TaskRabbit and the sharing economy.
  • The schedule for this position may require a combination of evenings and weekends, schedule flexibility is a must
  • Working knowledge of CS & Fraud tools, (RTA, WFM, LMS, DataVisor) is a plus
  • Business level proficiency in English
  • Being bilingual is a plus.
  • Eligible to work in the United states, we will not support relocation for this position.

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FAQ

What position is TaskRabbit hiring for?

TaskRabbit is hiring a remote Risk Operations Supervisor from

What type of employment does TaskRabbit offer?

This is a Full Time role.