Fraud Enforcement Manager, Account Integrity & Security

Company Description
Etsy is the global marketplace for unique and creative goods. We build, power, and evolve the tools and technologies that connect millions of entrepreneurs with millions of buyers around the world. As an Etsy Inc. employee, whether a team member of Etsy or Depop, you will tackle unique, meaningful, and large-scale problems alongside passionate coworkers, all the while making a rewarding impact and Keeping Commerce Human.

Salary Range:

What’s the role?

As a key contributor to our fraud prevention efforts, you'll be at the forefront of keeping Etsy a safe and trusted marketplace! We're looking for someone who's passionate about proactively detecting account takeover (ATO) and fraud, minimizing losses, conducting in-depth investigations, improving our appeals and remediation processes and diving into data to spot trends. You'll work hand-in-hand with teams across Customer Service, Product, Engineering, Data Science, and Operations, all with the goal of making our defenses and customer experiences even better.

This is a full-time position reporting to the Director of Account Integrity & Security. In addition to salary, you will also be eligible for an equity package, an annual performance bonus, and our competitive benefits that support you and your family as part of your total rewards package at Etsy.

For this role, we are considering candidates based in the United States. Depending on where you are located in the United States, your work mode will be Local Hybrid, Regional Hybrid or Remote. Etsy offers different work modes to meet the variety of needs and preferences of our team. Learn more details about our work modes and workplace safety policies here.

What’s this team like at Etsy?

Here at Etsy, we're dedicated to keeping our marketplace a safe and thriving community for everyone. Our Account Security Enforcement team plays a meaningful role in upholding this integrity by preventing, detecting, and responding to fraud risks that can impact both our incredible buyers and talented sellers. We are part of the broader Trust & Safety umbrella, and our work focuses on identifying account takeover and fraud, revoking access where appropriate, and getting verified members back into their accounts, so they can continue to transact on the platform.

What does the day-to-day look like?

• Account Reviews & Investigations: Conduct comprehensive reviews and in-depth investigations into accounts for security or integrity concerns. This means meticulously analyzing identity information, sign-in activity, user behavior, and all sorts of data points to identify and pinpoint fraudulent activity.

• Trend Analysis & Insights: Proactively identify emerging trends, patterns, and vulnerabilities. This involves meticulous data analysis using Looker and SQL, using visualization, dashboard, and querying capabilities to translate insights into actionable recommendations for improving detection strategies and operational processes.

• Measurement & Quality Assurance (QA): Help the development and implementation of robust measurement frameworks and QA processes for both human review teams and automated fraud detection models. The feedback you provide and continuous contributions will be impactful to calibrations making sure everything is accurate and efficient. You’ll also focus on process improvement insights which drive continuous improvement to the member journey.

• ML Ops Support: Collaborate with Data Science and Engineering teams to provide operational insights and subject matter expertise for machine learning model development, deployment, and ongoing optimization; bridge the gap between operational needs and model performance.

• Support for New Product Launches: Act as a subject matter expert for new product launches and initiatives, assessing potential risks, providing input on design, and supporting the development of appropriate controls.

• Operational Improvements: Constantly be on the lookout for ways for process efficiencies and operational improvements. This could involve leading or contributing to initiatives that streamline workflows, improve our tools, or simply reduce manual effort.

• Documentation & Knowledge Sharing: Create and maintain clear and detailed documentation of fraud patterns, investigation techniques, and effective strategies. Plus, you'll share your wisdom and provide training to new specialists and other team members.

• Operational Enablement: Assist in developing and delivering detection training for frontline investigators. Build and maintain documentation, including workflows and trend insights, to improve team investigations and operational efficiency.

• Of course, this is just a sample of the kinds of work this role will require! You should assume that your role will encompass other tasks, too, and that your job duties and responsibilities may change from time to time at Etsy's discretion, or otherwise applicable with local law.

Qualities that will help you thrive in this role are:

• 3+ years in account integrity/account takeover investigation and/or fraud prevention, a strong background in e-commerce, payments, or online marketplaces.

• Proven expertise in investigating complex fraud which may span multiple typologies and evolving tactics. Strong analytical skills and excel at interpreting complex data, identifying trends, and drawing meaningful conclusions.

• Hands-on experience using SQL and data analytics platforms like Looker or Tableau with a record of building dashboards and uncovering actionable insights.

• Bonus points for understanding machine learning concepts and experience contributing to model improvement.

• Outstanding communication skills with the ability to articulate complex issues clearly to both technical and non-technical audiences.

• Proactive, meticulous, and problem-solving approach, comfortable working both independently and collaboratively in a fast-paced environment.

• Ability to travel to outsource partner sites to support operations as needed.

Additional Information
 

What's Next
If you're interested in joining the team at Etsy, please share your resume with us and feel free to include a cover letter if you'd like. As we hope you've seen already, Etsy is a place that values individuality and variety. We don't want you to be like everyone else -- we want you to be like you! So tell us what you're all about.
 
Our Promise
At Etsy, we believe that a diverse, equitable and inclusive workplace furthers relevance, resilience, and longevity. We encourage people from all backgrounds, ages, abilities, and experiences to apply. Etsy is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status, or any other characteristic protected by applicable law. If, due to a disability, you need an accommodation during any part of the application or interview process, please let your recruiter know. While Etsy supports visa sponsorship, sponsorship opportunities may be limited to certain roles and skills.