Senior Campaign Manager (Content Moderation)

IntouchCX; Cebu City; On-site; PHP 1,500,000 - 2,100,000; Full time

Job summary

IntouchCX in Cebu City seeks a senior leader to head the Trust & Risk / Fraud Operations program. You will oversee fraud analysts, team leads, and managers, ensuring performance against client KPIs and driving improvements across processes and workflows.

You will define strategy, manage audits, and serve as the escalation point for high-impact investigations while collaborating with cross-functional teams to strengthen compliance and risk controls.

Qualifications

• Post-secondary degree or equivalent is preferred; relevant certifications are an asset.
• 8+ years in fraud, risk, trust & risk, or compliance operations with 4+ years in leadership.
• Experience in BPO/outsourced operations and client-facing program management is strongly preferred.
• Experience with data analytics and reporting tools to identify trends and insights.
• Strong communication skills to influence senior stakeholders.
• Analytical, critical thinking, problem solving, and strategic mindset.
• Proven ability to lead through change, ambiguity, and rapid growth.
• Deep understanding of ecommerce operations, fraud typologies, and risk controls.
• Ability to design and govern structured case management frameworks with accuracy.
• Familiarity with digital platforms, user behavior, and regulatory considerations in fraud/risk.

Responsibilities

• Provide strategic leadership for the Trust & Risk / Fraud Operations function across the program.
• Own performance against client KPIs and SLAs; drive continuous improvement.
• Define and strengthen fraud and risk strategy with standards, workflows, and detection logic.
• Oversee audits against regulatory and client guardrails; ensure remediation of findings.
• Serve as senior escalation point for complex investigations with sound judgment.
• Build and maintain strong client relationships and participate in reviews and planning.
• Collaborate with cross-functional teams to improve compliance and readiness.
• Lead capacity planning, hiring, and talent development for the Trust & Risk vertical.
• Sponsor testing of new initiatives in processes, tools, and systems before deployment.
• Monitor emerging fraud trends and evolve the program's risk posture.

Skills

Strategic leadership

Stakeholder influencing

Advanced data analytics

Problem solving

Change management

Ecommerce fraud exposure knowledge

Communication (written and verbal)

Investigative skills

Regulatory awareness in fraud/risk

Education

Post-secondary degree or equivalent

Certifications such as CFE/ACAMS preferred

Tools

Fraud platforms

Case management systems

Investigation systems

Job description

Job Requirements

• Post-secondary degree or equivalent is preferred; relevant certifications (CFE, ACAMS, or similar) are an asset.

• 8+ years of experience in fraud, risk, trust & risk, or compliance operations, with at least 4 years in a people leadership role managing managers and/or large teams.

• Proven experience in BPO / outsourced operations and client-facing program management is strongly preferred.

• Experience with advanced data analytics and reporting tools to identify trends, patterns, and root cause issues, and to translate insights into executive level narratives.

• Strong communication skills (written and verbal) with the ability to influence senior internal and client stakeholders

• Strong analytical, critical thinking, problem solving, and investigative skills with a strategic mindset.

• Demonstrated ability to lead through change, ambiguity, and rapid growth.

• Deep practical understanding of ecommerce operations, fraud typologies, risk controls, and account verification practices.

• Proven ability to design and govern structured case management frameworks with a high level of accuracy and attention to detail.

• Solid understanding of digital platforms, online customer behavior patterns, account security practices, and regulatory considerations in fraud/risk operations.

• Strong familiarity with account monitoring tools, fraud and risk platforms, case management systems, or internal investigation systems is required.

Job Responsibilities

• Providing strategic leadership and direction for the Trust & Risk / Fraud Operations function supporting the entire program, including oversight of fraud analysts, team leads, and operations managers.

• Owning operational performance against client KPIs and SLAs (accuracy, agreement rate, decision quality, TAT) and driving continuous improvement initiatives across the program.

• Defining, reviewing, and strengthening fraud and risk strategy through new standards, policies, workflows, and mitigation efforts (i.e. rules, models, and detection logic) in partnership with Client Fraud teams.

• Overseeing program fraud and compliance audits against regulatory and client guardrails (i.e. IntouchCX Fraud assessment) and ensuring timely remediation of findings.

• Serving as the senior escalation point for complex, sensitive, or high-impact investigations, ensuring resolution with sound judgment and appropriate documentation.

• Building and maintaining strong client relationships; representing the program in business reviews (WBRs/MBRs/QBRs), calibration sessions, and strategic planning discussions.

• Collaborating with Client, internal fraud and solutions teams, QA, IT, Workforce Management, and Training to improve compliance, regulation measures, and operational readiness.

• Leading capacity planning, hiring, succession planning, and talent development for the Trust & Risk vertical, including coaching and performance management of direct reports.

• Sponsoring and validating the testing of new initiatives in processes, tools, and systems (in collaboration with QA & IT departments) before deployment to production.

• Monitoring emerging fraud trends, threat vectors, and industry best practices to proactively evolve the program's risk posture.