At Audible, we believe stories have the power to transform lives. It’s why we work with some of the world’s leading creators to produce and share audio storytelling with our millions of global listeners. We are dreamers and inventors who come from a wide range of backgrounds and experiences to empower and inspire each other. Imagine your future with us.
ABOUT THIS ROLE As the Fraud Investigation and Operations Lead for the Audible Fraud Defense Program, you will lead and oversee fraud investigations and operations at Audible. Your responsibilities will include enhancing existing fraud detection and investigation techniques, as well as proactively identifying new fraud modus operandi (MOs). You will be the subject matter expert and primary point of contact for all fraud operations-related matters.
In this role, you will collaborate closely with partners and key stakeholders across Audible and Amazon to protect Audible's integrity and trustworthiness for creators, producers, and customers. As the subject matter expert, you will work to safeguard Audible's reputation and ensure a secure environment for all stakeholders involved.
ABOUT YOU We are looking for someone with strong analytical and problem-solving skills specifically with experience in managing fraud and abuse cases. You have strong verbal and written communication skills, the ability to effectively communicate complex technical concepts and ideas in a non-technical, simple manner across different levels of an organization. A resourceful self-starter with an independent attitude and focus on excellence, with the ability to operate in a high-energy, high-intensity and rapidly evolving environment. Solid organizational and project management skills are also required along with the ability to work with cross functional teams under time sensitive deadlines.
As a Fraud Investigation and Operations Lead, you will...
- Manage and triage fraud investigation requests raised to the Audible Fraud Defense team, ensure actions are taken within defined SLA
- Lead and guide the Fraud Operations team responsible for fraud investigations, corrective actions and communications
- Serve as the point of escalation for fraud related termination appeals for second tier investigations, and work with Legal partners in handling those appeals appropriately
- Create and maintain fraud investigations and operations playbooks and processes, measure and monitor operations efficiency, identify opportunities to streamline processes and operationalize the enhancements
- Manage all steps in our fraud operations to remove fraudulent titles, stop royalty payments, terminate egregious repeat offenders and true up metrics
- Maintain and enhance the process for royalty harvesting identification and account terminations, royalty withholdings
- Maintain and enhance the process to identify and stop copyright infringement
- Coordinate the regular removal of fake reviews from Audible sites (via tickets, file formatting, etc).
- Identify and mitigate membership fraud related to purchases, returns, chargebacks and concessions
- Work with the content piracy screening vendor and engage in the operations of Audible copyright enforcement, ensure content piracy is identified and actioned on in a timely manner
- Anticipate and proactively identify next gen fraud techniques whether it is generative AI, text to speech or similar emerging technologies
- Serve as the subject matter expert for fraud investigation and operations, work with the Audible Fraud Defense program product manager on creating and implementing the fraud defense roadmap and strategy, and work with the fraud data analytics team on building and enhancing metrics, dashboards and other data-driven mechanisms needed for fraud investigation and operations
- Establish and maintain a strong working relationship with all counterparts in Amazon fraud operations
- Create and maintain an Audible fraud MO inventory that can be shared with other Amazon businesses
ABOUT AUDIBLE Audible is the leading producer and provider of audio storytelling. We spark listeners’ imaginations, offering immersive, cinematic experiences full of inspiration and insight to enrich our customers daily lives. We are a global company with an entrepreneurial spirit. We are dreamers and inventors who are passionate about the positive impact Audible can make for our customers and our neighbors. This spirit courses throughout Audible, supporting a culture of creativity and inclusion built on our People Principles and our mission to build more equitable communities in the cities we call home.
Basic Qualifications
- Bachelor's degree or equivalent
- 5+ years of experience in a risk management, fraud investigation, fraud operations, risk operations or similar role.
- Experience writing effective narratives, communicating complex concepts both written and verbal
- Experience sourcing and analyzing data, including running and modifying SQL queries to investigate anomalies and drive data decisions. Should be highly data driven
- Proficiency in Excel and Business Intelligence tools (e.g. Tableau, Microsoft Power BI)
Preferred Qualifications
- Master's degree, or MBA
- Experience in subscription-based business and related fraud detection and investigation, experience in payment risk detection and prevention
- 4+ years of relevant operations industry experience
- Ability to understand and manage complex systems
- Ability to manage cross-functional projects to drive improvement of efficiency and effectiveness
- Experience driving change and innovation
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.
USA, NJ, Newark - 133,300.00 - 185,000.00 USD annually