Operations Manager III

PTR Global; Cupertino (CA); Hybrid; USD 60,000 - 70,000; Full time

Job summary

A leading technology workforce solutions provider in Cupertino, California is seeking a Senior Fraud Operations Specialist. The candidate will manage fraud escalations and lead process improvements to enhance customer support. The ideal applicant should possess expertise in fraud prevention, strong communication skills, and analytical capabilities. This role offers a hybrid work schedule and a pay range of $60,000 – $70,000.

Qualifications

• Deep understanding of store credit and gift card products, including fraud risks.
• Proven experience in enhancing service efficiency in customer support processes.
• Strong analytical and proactive approach to fraud prevention.

Responsibilities

• Manage executive escalations related to fraud on store credit and gift card products.
• Lead special projects for fraud detection and prevention.
• Monitor performance metrics related to fraud detection.

Skills

Fraud prevention expertise

Analytical skills

Communication skills

Customer support process optimization

Risk management

Project management

Job description

Senior Fraud Operations Specialist

Location: Cupertino, California
Duration: Contract
Job ID: 171030

Job Overview: As a Senior Operations Specialist, candidate will lead initiatives aimed at enhancing customer support processes with cross‑functional teams (including client’s contact centers) and manage high‑priority escalations that standard processes struggle to resolve. This includes collaborating closely with cross‑functional teams to detect, mitigate, and prevent fraud and scam activity impacting client’s store credit and gift card products, while supporting key projects designed to safeguard client’s customers.

Responsibilities

• Manage executive escalations related to store credit and gift card fraud, ensuring timely resolution and alignment with Client’s fraud mitigation strategies.
• Lead special projects to improve fraud detection, mitigation, and prevention measures, specifically for store credit and gift card products.
• Oversee and refine customer support processes to handle fraud‑related cases efficiently, including managing communications with internal teams and external partners.
• Track, analyze, and prioritize fraud‑related issues in testing and production environments; coordinate with engineering and partners to resolve issues swiftly.
• Conduct end‑to‑end testing for fraud prevention initiatives, providing regular updates and documentation on testing progress.
• Support program management, reporting, and documentation for fraud and risk initiatives, ensuring compliance with evolving industry standards.
• Monitor performance metrics related to fraud detection and partner performance, issuing alerts and providing actionable insights to business teams.

Key Qualifications

• Deep understanding of store credit and gift card products, including fraud risks, scam scenarios, and risk management best practices.
• Expertise in fraud prevention, compliance, and risk management controls within the payments industry.
• Proven experience in designing and optimizing customer support processes to enhance service efficiency and response times.
• Strong analytical and critical thinking skills, with a proactive, innovative approach to fraud prevention.
• Excellent written and verbal communication skills, able to clearly convey findings and updates to stakeholders at all levels.
• Collaborative and adaptable team player, with the ability to thrive in a dynamic, fast‑paced environment.
• Exceptional attention to detail, with proven project management experience in operational support.

Schedule Notes

• Hybrid schedule (Tues–Thurs onsite, Mon–Fri remote). 6 Infinite Loop Cupertino, CA IL06

Pay Range

$60,000 – $70,000

About PTR Global

PTR Global is a leading provider of information technology and workforce solutions with over 5,000 professionals across the U.S. and Canada. For more information visit www.ptrglobal.com.

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