Senior Customer Fraud Investigations Lead

Audible; Newark (NJ); On-site; USD 120,000 - 180,000; Full time

Job summary

Audible is seeking a Customer Fraud Investigation Lead to own investigations of customer-side fraud and abuse, including payment fraud, chargebacks, and promotion abuse, while designing new enforcement processes from the ground up.

You will collaborate with product, engineering, Legal and Public Relations to translate findings into targeted enforcement, manage escalations, and communicate findings with care and precision to protect customers and trust.

Qualifications

• Bachelor's degree or equivalent
• 5+ years of experience in risk management, fraud investigation, fraud operations or similar role
• Experience writing effective narratives with strong communication skills
• Experience sourcing and analyzing data, including SQL queries to investigate anomalies
• Proficiency in Excel and BI tools (Tableau, Power BI)

Responsibilities

• Own investigations into customer-side fraud and abuse, including payment fraud and chargebacks
• Investigate and mitigate abuse of Audible's services and accounts
• Partner with fraud, payments, and risk teams across Amazon on shared exposure
• Build process for customer fraud termination appeals and second tier review
• Translate investigative findings into targeted enforcement with product and engineering
• Collaborate with Customer Service, Legal and Public Relations on communication and handling
• Investigate review manipulation involving customer and creator accounts
• Train risk staff and contribute to SOPs with the fraud program leadership
• Apply generative AI to investigations to increase volume and speed

Skills

Risk management

Fraud investigation

Narrative writing

Data analysis

SQL querying

Excel

BI tools

Education

Bachelor's degree or equivalent

Tools

Tableau

Power BI

Excel

Job description

Audible is seeking a Customer Fraud Investigation Lead to own investigations of customer-side fraud and abuse, including payment fraud, chargebacks, and promotion abuse, while designing new enforcement processes from the ground up.

You will collaborate with product, engineering, Legal and Public Relations to translate findings into targeted enforcement, manage escalations, and communicate findings with care and precision to protect customers and trust.