Customer Trust Operations Manager

3 days ago

Victoria, British Columbia, Canada Abebooks Inc. Full time

About the Role

The 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 expectations.

Key Responsibilities

  • Lead and supervise a team of investigators and Investigation Specialists, serving as a role model and providing guidance on performance and career development.
  • Responsible for hiring, onboarding, and managing the performance of new team members.
  • Establish and maintain Standard Operating Procedures (SOPs), process controls, and ensure alignment with customer policies, risk management, and regulatory requirements.
  • Measure key metrics, identify process or control risks, and analyze data to detect problems and fraudulent patterns.
  • Drive innovation and continuous improvement to evolve detection, prevention, and enforcement of non-compliant and fraudulent behaviors.
  • Manage Legal, business, and executive-level escalations, including reporting to senior-level leadership.
  • Utilize data analytics tools, such as Tableau and SQL, to inform investigations and drive business decisions.

About the Team

The AbeBooks Customer Trust team focuses on preventing and enforcing abusive behaviors of both Buyers and Sellers through manual investigation and rule-based modeling. The team conducts deep dive reviews of potential abuse, manages customer performance, verifies potential sellers, and supports operational compliance requirements.

Requirements

  • 2+ years of experience in operations, risk, or fraud investigations.
  • 2+ years of operational and/or retail management experience.
  • Experience using data to influence business decisions.
  • Experience handling urgent escalations and mobilizing a team to resolve.

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