Senior Manager, Fraud and Safety Investigations Operations

Our dynamic and highly skilled Gurgaon-based team is dedicated to delivering exceptional fraud and safety operations, ensuring a secure and trusted experience for our customers. As part of a global network, you’ll collaborate with the rest of the world Fraud & Safety (F&S) operations teams, partners, Product, Analytics, Data Science, Engineering, Strategy, and Business Improvement to drive operational excellence in a fast-paced, high-stakes environment. Our team is committed to fostering innovation, diversity, and a culture of accountability while building safe, fraud-resilient platforms that empower our community.

The Difference You Will Make:

As a Fraud and Safety Investigations Operations Senior Manager, you will lead the Gurgaon team to deliver world-class operational performance, focusing on fraud prevention, safety protocols, and customer trust. Your strategic insights and leadership will shape regional fraud and safety strategies, drive cross-functional collaboration, and ensure high-severity escalations are resolved with urgency and precision. Success in this role will involve influencing stakeholders across Product, Engineering, Analytics, and Strategy to align operational workflows with organizational goals, while fostering a high-performing, inclusive team environment.

A Typical Day:

• Lead and manage all aspects of Fraud and Safety Operations, ensuring quality, consistency, and responsiveness in service delivery
• Drive agent, team, and regional level performance by identifying trends, managing escalations, and taking corrective action when needed
• Serve as the escalation point for executive level issues requiring urgent resolution and high-level coordination
• Maintain strong situational awareness of operational health and proactively respond to volume spikes, attacks, or backlogs
• Own and manage operational planning including metric setting, forecasting, and reporting such as weekly, monthly, quarterly and annual business reviews

• Hire, coach, and develop a high-performing and engaged team that delivers at scale
• Foster a culture of accountability, performance excellence, diversity, and inclusion
• Support the onboarding, upskilling, and mentoring of new and developing Delivery Managers in Fraud and Safety Operations
• Act as a go-to leader for complex employee issues within the region

Cross Functional collaboration and stakeholder management

• Partner closely with Product, Engineering, Analytics, Strategy, Data Science, and Business Improvement to align fraud and safety workflows with broader organizational goals
• Represent regional priorities and advocate for operational needs in cross-functional forums

• Contribute to and support the execution of service wide initiatives that go beyond day to day metrics such as continuous improvement programs, employee engagement initiatives, or innovation pilots within Fraud and Safety Operations
• Translate high-level strategic goals into concrete action plans and measurable outcomes

Your Expertise:

• BS/BA degree in business, operations, or a related field; advanced education.
• 15-19 years of progressive experience in operations, with at least 5 years in a people management role within fraud, safety, trust, or customer operations.
• Proven expertise in managing executive-level escalations and high-severity fraud or safety incidents with sound judgment.
• Deep understanding of fraud and safety processes, protocols, and operational controls, ideally in a regional or global context.
• Strong leadership skills, with a track record of building and coaching high-performing teams in fast-paced environments.
• Excellent stakeholder engagement, communication, presentation, and storytelling skills, with the ability to influence cross-functional teams.
• Proficient in data tools (e.g., Tableau, SQL, Excel, Google Sheets) and collaborative project management tools (e.g., JIRA, Asana, Smartsheets).
• High emotional intelligence, with a coaching mindset and the ability to lead through change with clarity and empathy.
• Demonstrated ability to translate strategic goals into actionable plans, balancing short-term performance with long-term vision.
• Passion for building safe, trusted, and fraud-resilient platforms, with resilience under pressure and sound decision-making in complex scenarios.
• Experience in the travel or technology industry is a plus. 
• Proven ability to conduct independent research and use data to inform decisions and drive innovation.
• Strong program management skills, capable of handling multiple concurrent programs with limited control over resources.
• Ability to work independently in fast-paced, complex environments, fostering collaboration, transparency, and accountability across teams.
• Consistently demonstrate core values and belonging behaviours, acting as an advisor to leadership.

We are committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, enabling us to attract creatively-led people and develop the best products, services, and solutions. All qualified individuals are encouraged to apply.