Fraud Operations Manager

Nextdoor is where you connect to the neighborhoods that matter to you so you can belong. Our purpose is to cultivate a kinder world where everyone has a neighborhood they can rely on.

Neighbors around the world turn to Nextdoor daily to receive trusted information, give and get help, get things done, and build real-world connections with those nearby — neighbors, businesses, and public services. Today, neighbors rely on Nextdoor in more than 305,000 neighborhoods across 11 countries.

As a Fraud Operations Manager on the Neighborhood Operations team, you will lead the effort to ensure Nextdoor is a trusted and safe community by safeguarding the platform against various forms of fraudulent activities including but not limited to account takeovers, fake account creation, and deceptive practices. You will identify trends, develop and implement robust fraud prevention strategies, automate processes to prevent harmful content at scale, and collaborate with cross-functional teams to ensure the overall integrity of our platform.

At Nextdoor, we offer a warm and inclusive work environment that embraces a hybrid employment experience, providing a flexible experience for our valued employees.

Our ideal Trust & Safety Manager is a subject matter expert in trust and safety practices who is not afraid to be hands-on in investigations. The successful candidate will have demonstrated success in partnering cross functionally with product management, operations, and engineering to bring fraud prevention insights to fruition. You will be responsible for analyzing data to spot emerging risks and trends and developing insightful strategies to address them. Additionally, you'll evolve Trust & Safety processes to reduce manual effort, maintain a high level of quality, increase efficiency, and improve both the agent and the member experience.

Your responsibilities will include:

• Team Leadership:
  • Partner with global vendor operations management to lead a team of agents, determine resource allocation, and improve the quality of our anti-Fraud Operations
  • Work with our training team to develop training, policies, and procedures for frontline agents

• Fraud Prevention Strategy:
• Identify trends, patterns, and evolving tactics, root cause gaps and take appropriate preventative solutions to proactively stop bad actors from being successful
• Develop and implement effective fraud prevention strategies to proactively identify and mitigate risks at scale while minimizing false positives
• Stay abreast of industry trends and emerging fraud patterns to continuously improve preventive measures

• Incident Response:
• Act as the point of contact for Trust & Safety crisis escalations assuming total ownership of the end-to-end resolution process including initial communication with impacted parties and comprehensive investigation documentation
• Oversee the investigation and resolution of fraud incidents promptly and efficiently
• Work closely with internal teams, such as Customer Support and Legal, to address and resolve fraud-related issues

• Data Analysis and Reporting:
• Utilize data analytics tools to identify patterns, trends, and anomalies indicative of fraudulent activities
• Become an expert in Nextdoor's domain-specific, SQL-derived language that powers an internal rules engine
• Generate regular reports and insights for leadership to facilitate informed decision-making
• Drive qualitative and quantitative analysis, KPIs, and metrics of the program performance and track program to ensure impact

• Collaboration:
• Collaborate with cross-functional teams, including Product Development, Policy and Engineering to integrate fraud prevention measures into product features and updates
• Collaborate with Product and Engineering teams to build and improve abuse detection, analytics, and internal moderation tools

• Policy Development:
• Contribute to the development and enhancement of platform policies related to fraud prevention
• Ensure that policies align with industry best practices and legal requirements

• Proven experience (5+ years) in fraud prevention or related roles within the tech industry
• Strong leadership and team management skills
• Experience delivering world-class customer experience against core metrics, as well as process improvement
• Excellent strategic, analytical and problem-solving abilities, including using data to drive strategy and business action
• Strong critical thinking and problem solving ability necessary to analyze data, regulatory requirements, and product limitations
• In-depth knowledge of fraud detection tools, techniques, and industry best practices
• Effective communication and collaboration skills with ability to communicate complex concepts clearly to cross-functional stakeholders
• Strong proficiency with technology: SQL, Salesforce, Looker, investigative and fraud prevention tools
• BA/BS or work equivalent required
• Weekend and/or holiday availability may be required

Compensation, benefits, perks, and recognition programs at Nextdoor come together to create one overall rewards package.

The starting salary for this role is expected to range from $76,000 to $120,000 on an annualized basis, or potentially greater in the event that your 'level' of proficiency exceeds the level expected for the role. Compensation may also vary by geography.

We also expect to award a meaningful equity grant for this role. With equal quarterly vesting, your first vest date would be within the first 3 months of your start date.

Overall, total compensation will vary depending on your relevant skills, experience, and qualifications.

We have you covered! Nextdoor employees can choose between a variety of great health plans. We cover 100% of your personal monthly premium for health, dental, and vision – and provide a OneMedical membership for concierge care.

At Nextdoor, we empower our employees to build stronger local communities. To create a platform where all feel welcome, we want our workforce to reflect the diversity of the neighbors we seek to serve. We encourage everyone interested in our purpose to apply. We do not discriminate on the basis of race, gender, religion, sexual orientation, age, or any other trait that unfairly targets a group of people. In accordance with the San Francisco Fair Chance Ordinance, we always consider qualified applicants with arrest and conviction records.

For information about our collection and use of applicants' personal information, please see Nextdoor's Personnel Privacy Notice, found here.