Senior Operations Manager, Fraud

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 employee, you will tackle unique, meaningful, and large-scale problems alongside passionate coworkers, all the while making a rewarding impact and Keeping Commerce Human.

We believe exceptional companies are built by exceptional teams, and we're intentional about it. That means hiring great people, setting them up for success from day one, and giving them real reasons to grow their careers here. We invest in development that goes beyond promotions, and we foster the trust and relationships that help people do their best work together.

What’s the role?

In this role, you’ll be responsible for a scaled operation for a critical fraud and risk vertical at Etsy, translating company-level priorities into a clear, sequenced roadmap and a set of measurable business goals. You’ll define the objectives and key results your organization contributes to, resolving trade-offs between contending priorities, and making the resourcing calls that determine what gets built, staffed, and sunset. You’ll work with a globalized outsourced operation, along with internal investigators, to identify and prevent fraud at scale, through manual reviews, automated detection, and with a variety of enforcement levers.

A significant part of the role is people leadership at scale! You’ll lead and develop a team that includes senior individual contributors, inspiring engagement, improving hiring and performance management, and building the bench that Etsy’s Risk & Fraud organization will need two and three years from now. You’ll also act as a senior consultation and deciding point, leading your organization’s response to emerging risks and advising high-stakes investigations where the financial, regulatory, or brand exposure is material. Success in this position requires driving alignment across various functions within the organization.

This is a full-time position reporting to the Director of Fraud Operations.

What’s this team like at Etsy?

These teams identify, investigate, and mitigate fraud patterns that impact transactions and broader marketplace behavior, with particular attention to buyer and seller behaviors that can span accounts, payments, and collusive abuse. Partner closely as a peer to leaders in Product, Engineering, Legal, Finance, Data Science, and Support, building the shared context and operating cadence that lets those teams move together on risk decisions rather than in sequence. This team balances sharp investigative thinking with long-term systems building, using operational insight to shape scalable fraud defenses and improve how we detect and respond to emerging risk.

What does the day-to-day look like?

• Set the strategic direction for critical fraud verticals, defining what good looks like in measurable terms and connecting your team’s work to top-line business critical metrics.
• Lead and develop a high-performing team of investigators and senior investigators: hire, coach, set clear goals, give direct feedback, and grow the next generation of leaders in the organization.
• Own the overall operation, in coordination with Partner Success Management and our outsource partners, to achieve service level agreements, quality standards, and other operational critical metrics in service to user experience, quality, and cost.
• Build robust investigative capabilities across the team to identify, mitigate, and then prevent fraud at scale.
• Partner with Product, Engineering, and Data Science to develop the detection, tooling, and ML roadmaps your team depends on, and hold those partnerships accountable to operational outcomes.
• Handle capacity and cost, including headcount planning, vendor and outsourced partner relationships where applicable, and the automation investments that change your team’s unit economics.
• Advise the organization’s response to emerging risks: stand up incident response where needed, decide when and how to raise, and personally coordinate high-stakes investigations.
• Turn operational signal into influence by bringing data-backed recommendations to executive team members, so that policy, product, and tooling decisions reflect what your team sees on the front lines.
• Build the operating system for your area, including the metrics, reviews, runbooks, quality bars, and critical issue paths that let the work scale without you in the room.
• Represent Risk & Fraud in cross-functional and executive forums, presenting clearly upward, downward, and sideways in ambiguous or fast paced situations.
• 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.

Qualifications that will help you thrive in this role are:

• 5+ years of operations leadership experience, with 2+ years directly in Risk and Fraud
• Strong quantitative instincts, with comfort using operational metrics, loss and cost models, and data to frame trade-offs rather than to support decisions already made.
• Familiarity with fraud detection systems, machine learning driven decisioning, or rules and controls platforms.
• Experience working with outsourced or vendor operations teams.

Compensation & Benefits

In addition to salary, you'll be eligible for an equity package, an annual performance bonus, and our competitive benefits that support you and your family. Base salary is determined by your location, skills, and experience.

Etsy uses two geographic pay zones to reflect the labor markets where we compete for talent: one called Geo-1, covering the New York City metropolitan area, San Francisco Bay Area, and Seattle metropolitan area, and one called Geo-2, covering all other U.S. locations. Salary ranges for this role vary by zone and are listed below.

Location

We prioritize candidates based within commutable distance of Etsy’s Brooklyn Office. Depending on proximity, we ask team members to come in once or twice per week. Remote candidates outside commutable distance may be considered on a case-based basis, with the expectation of occasional travel to the office. Learn more details about our work modes and workplace safety policies here.

Salary Range:

• Geo-1: 182,000.00 - 246,000.00 USD Annual
• Geo-2: 164,000.00 - 222,000.00 USD Annual

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 and is committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, national origin, religion or creed, sex, pregnancy (including childbirth and related medical conditions), gender, gender identity or expression, sexual orientation, age, citizenship or immigration status, marital or familial status, physical or mental disability, medical condition, genetic information, military or veteran status, or any other characteristic protected by applicable federal, state, or local law. If, due to a disability, you need an accommodation during any part of the interview or hiring process, please let your recruiter know and we will work with you to meet your needs. While Etsy supports visa sponsorship, sponsorship opportunities may be limited to certain roles and skills.