Customer Trust Operations Manager
2 months ago
The Customer Trust Manager is a critical member of the AbeBooks Customer Operations and Success Team, responsible for overseeing all aspects of Customer Trust operations. This includes ensuring the accurate execution of established programs, adherence to business and executive-level escalations, and maintaining a strong track record of business analytics and influence through collaboration.
Key Responsibilities- Team Leadership: Lead and supervise a team of investigators and Investigation Specialists, serving as a role model and providing guidance on performance and career development.
- Operational Results: Set and meet team operational results, establishing Standard Operating Procedures (SOPs) and process controls to ensure alignment with customer policies, risk management, and regulatory requirements.
- Risk Management: Measure key metrics, process or control risk to inform product and program-level risk assessment, analyzing data to detect problems and fraudulent patterns, and driving resolution through changes in policies and processes.
- Subject Matter Expertise: Build risk management awareness within the organization, maintaining subject matter expertise on current industry knowledge and driving innovation and continuous improvement to evolve detection, prevention, and enforcement of non-compliant and fraudulent behaviors.
- Escalations: Manage Legal, business-, and executive-level escalations, including reporting to senior-level leadership.
The AbeBooks Customer Trust team focuses on the accurate prevention and enforcement of abusive behaviors of both Buyers and Sellers via manual investigation and rule-based modeling. In Customer Trust, we conduct deep dive reviews of potential abuse, manage customer performance, verify potential sellers, and support operational compliance requirements.
Requirements- Experience: 2+ years of operations, risk, and fraud investigations industry experience, as well as 2+ years of operational and/or retail management experience.
- Data-Driven Decision Making: Experience using data to influence business decisions and handling urgent escalations and mobilizing a team to resolve.
- Preferred Qualifications: Program and/or Project Management experience.
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Customer Trust Operations Manager
2 months ago
Victoria, British Columbia, Canada Abebooks Inc. Full timeAbout the RoleThe Customer Trust Manager is a critical position within the AbeBooks Customer Operations and Success Team, responsible for overseeing all Customer Trust operations. This includes the accurate execution of established programs, adherence to business and executive-level escalations, and ensuring the team's operational results meet...
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Customer Trust Operations Manager
2 months ago
Victoria, British Columbia, Canada Abebooks Inc. Full timeAbout the RoleThe Customer Trust Manager is a critical position within the AbeBooks Customer Operations and Success Team, responsible for overseeing all Customer Trust operations. This includes the accurate execution of established programs, adherence to business and executive-level escalations, and ensuring the team's operational results meet...
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Customer Trust Operations Manager
3 weeks ago
Victoria, British Columbia, Canada Abebooks Inc. Full timeAbout the RoleThe Customer Trust Manager is a critical member of the AbeBooks Customer Operations and Success Team, responsible for leading and supervising a team of investigators and investigation specialists. This role requires a strong track record of business analytics, influence through collaboration, and driving measurable business results.Key...
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Customer Trust Operations Manager
4 weeks ago
Victoria, British Columbia, Canada Abebooks Inc. Full timeAbout the RoleThe Customer Trust Manager is a critical member of the AbeBooks Customer Operations and Success Team, responsible for leading the prevention and enforcement of abusive behaviors of both Buyers and Sellers. This role requires a strong analytical mindset, excellent management skills, and the ability to drive business results.Key...
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Customer Trust Operations Manager
1 month ago
Victoria, British Columbia, Canada Abebooks Inc. Full timeAbout the RoleThe Customer Trust Manager is a critical member of the AbeBooks Customer Operations and Success Team, responsible for leading the prevention and enforcement of abusive behaviors of both Buyers and Sellers. This role requires a strong analytical mindset, excellent management skills, and the ability to drive business results.Key...
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Customer Trust Operations Manager
2 months ago
Victoria, British Columbia, Canada Abebooks Inc. Full timeAbout the RoleThe Customer Trust Manager is a critical member of the AbeBooks Customer Operations and Success Team, responsible for leading the prevention and enforcement of abusive behaviors of both Buyers and Sellers. This role requires a strong analytical mindset, excellent management skills, and the ability to drive business results.Key...
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Customer Trust Operations Manager
2 months ago
Victoria, British Columbia, Canada Abebooks Inc. Full timeAbout the RoleThe Customer Trust Manager is a critical member of the AbeBooks Customer Operations and Success Team, responsible for leading the prevention and enforcement of abusive behaviors of both Buyers and Sellers. This role requires a strong analytical mindset, excellent management skills, and the ability to drive business results.Key...
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Customer Trust Operations Manager
4 weeks ago
Victoria, British Columbia, Canada Abebooks Inc. Full timeAbout the RoleThe Customer Trust Manager is a critical member of the AbeBooks Customer Operations and Success Team, responsible for leading the prevention and enforcement of abusive behaviors of both Buyers and Sellers. This role requires a strong analytical mindset, excellent management skills, and the ability to drive business results.Key...
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Customer Trust Operations Manager
4 weeks ago
Victoria, British Columbia, Canada Abebooks Inc. Full timeAbout the RoleThe Customer Trust Manager is a critical member of the AbeBooks Customer Operations and Success Team, responsible for leading the prevention and enforcement of abusive behaviors of both Buyers and Sellers. This role requires a strong analytical mindset, excellent management skills, and the ability to drive business results.Key...
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Senior Manager of Customer Trust and Compliance
2 months ago
Victoria, British Columbia, Canada Abebooks Inc. Full timeAbout the RoleThe Customer Trust Manager is a critical member of the AbeBooks Customer Operations and Success Team, responsible for overseeing all aspects of Customer Trust operations. This includes ensuring the accurate execution of established programs, adherence to business and executive-level escalations, and maintaining a strong track record of business...
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Senior Manager of Customer Trust and Compliance
2 months ago
Victoria, British Columbia, Canada Abebooks Inc. Full timeAbout the RoleThe Customer Trust Manager is a critical member of the AbeBooks Customer Operations and Success Team, responsible for overseeing all aspects of Customer Trust operations. This includes ensuring the accurate execution of established programs, adherence to business and executive-level escalations, and maintaining a strong track record of business...
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