Investigator, Operational Excellence, Account Integrity and Security
About the position As a key contributor to our fraud prevention efforts, this role is all about making our operations better! We're looking for someone who will be leading projects focused on excellence, like quality assurance (QA), doing some key enforcement reviews, and digging into fraud data to spot trends. You'll also handle the really tricky, complex fraud cases, suggest and implement improvements for our tools and processes, and make sure we turn those fraud trends you discover into practical, positive changes in how we work. This is a full-time position reporting to the Risk and Fraud Operations Manager for the Account Integrity & Security vertical. In addition to salary, you will also be eligible for an equity package, an annual performance bonus, and our competitive benefits that support you and your family as part of your total rewards package at Etsy. For this role, we are considering candidates based in the United States. Depending on where you are located in the United States, your work mode will be Local Hybrid, Regional Hybrid or Remote. Etsy offers different work modes to meet the variety of needs and preferences of our team. Learn more details about our work modes and workplace safety policies here . What’s this team like at Etsy? Our Risk & Fraud organization is structured into four areas of focus: Account Integrity and Security, Merchant Risk, Transaction Fraud, and Marketplace Fraud. While we operate as one connected Risk & Fraud team, this role sits within Account Integrity and Security, where we focus on protecting Etsy accounts from compromise and abuse. This team works to prevent account takeovers, enforce platform policies, and safeguard the trust and safety of our marketplace by strengthening identity signals, clustering related accounts, and ensuring the overall integrity of user accounts.
Responsibilities
- Drive the strategy and execution for a specific operational excellence area (e.g., Quality Assurance or BPI).
- Lead complex fraud investigations and provide subject matter expertise on difficult cases.
- Analyze broad fraud trends and translate them into process or detection improvements.
- Mentor and upskill investigators through calibrations, training, and documentation.
- Represent operational needs to cross-functional partners during product or policy changes.
- Of course, this is just a sample of the kinds of work this role will require! You should assume that your role will encompass other tasks, too, and that your job duties and responsibilities may change from time to time at Etsy's discretion, or otherwise applicable with local law.
Requirements
- 3+ years of fraud operations experience with a proven track record of managing complex investigations.
- Experience leading operational excellence initiatives, such as Quality Assurance (QA) or Business Process Improvement (BPI).
- Proficiency in SQL and data visualization tools such as Looker or Tableau to extract actionable insights.
- Strong communication and leadership skills to mentor investigators and represent the team to partners.
Benefits
- In addition to salary, you will also be eligible for an equity package, an annual performance bonus, and our competitive benefits that support you and your family as part of your total rewards package at Etsy.
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