Senior Director, Risk Operations

+71 more | Remote
Employer Provided Salary: $180,000-$250,000 Annually
Salary data is provided by the employer. Please note this is not a guarantee of compensation.
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SeatGeek believes live events are powerful experiences that unite humans. With our technological savvy and fan-first attitude we’re simplifying and modernizing the ticketing industry. 

Live event tickets are an attractive medium for fraud. Among other things, tickets are a potentially high-dollar form of digital stored value, fulfillment is often instantaneous, transaction costs are relatively low, and the resale marketplace is very liquid. As a senior member of the Marketplace Operations team, the Senior Director of Risk Operations will be responsible for protecting SeatGeek against all forms of abuse, while also striking a revenue-maximizing balance with overall marketplace throughput.

What you’ll do

  • People management. You’ll directly manage (and grow, as needed) a combination of Managers, Senior Managers, high-level ICs, and their corresponding direct reports – a team currently consisting of about two dozen people. You will ensure high performance, retention, and employee engagement
  • P&L responsibility. You’ll be accountable for reporting and maximizing the net revenue impact of fraud at SeatGeek: the savings from blocked/avoided fraud, the cost of insulted orders, and the costs of fraud refunds and chargebacks. As well as the staffing costs and operating expenses of the team itself
  • Risk scoring technology. You’ll be the primary business stakeholder for SeatGeek’s first- and third-party risk-scoring, rules, and fraud analytics systems. As necessary you will lead related vendor selection decisions and existing vendor relations – all in service of having an increasingly high-precision, high-scale, software-driven approach to fraud detection and prevention
  • Internal partnerships. You’ll form and maintain close and healthy working relationships with the R&D, Finance, and Support teams
  • Chargeback representment. You’ll design and run a team, processes, and software systems that achieve high win rates for disputes that we should win, and cost us relatively little wasted effort on disputes that we shouldn’t or can’t win
  • General fraud prevention. Your team will stay on top of the latest trends in credit card fraud, promo code abuse, seller fraud, account takeovers, and any other types of abuse that pose a threat to SeatGeek, and will implement protections to minimize such threats
  • Order review. Your team will design and execute Risk Agent order review processes that are fast, accurate, and sufficiently comprehensive to minimize missed fraud and supplier rejects within the capacity and cost constraints of the team

What you have

  • 7-10 years of career experience, likely concentrated and most recently in a fraud / risk / trust & safety team or department
  • At least several years of experience specifically leading teams of similar size as SeatGeek, and preferentially at digital (or “anything”) marketplaces or high-pedigree consumer businesses with similar types of fraud exposure
  • Expert-level familiarity with the software landscape in this space, including vendors like Sift Science
  • Excellent data comprehension, numeracy, presentation/visualization, and storytelling skills
  • Very high technical literacy – able to converse fluently in fraud-adjacent topics like bot detection; network architecture; payment gateways; relational databases, data modeling, and ETL processes, etc
  • Experience with business intelligence/reporting applications like Looker, Tableau, etc

Perks

  • Equity stake
  • Flexible work environment, allowing you to work as many days a week in the office as you’d like or 100% remotely
  • A WFH stipend to support your home office setup
  • Flexible PTO
  • Up to 16 weeks of paid family leave
  • 401(k) matching program
  • Health, vision, dental, and life insurance
  • Annual subscriptions to Headspace, Ginger.io, and One Medical 
  • $120 a month to spend on tickets to live events
  • Annual subscription to Spotify, Apple Music, or Amazon music



The salary range for this role is $180,000-$250,000. Actual compensation packages within that range are based on a wide array of factors unique to each candidate, including but not limited to skill set, years and depth of experience, certifications, and specific location.

SeatGeek is committed to providing equal employment opportunities to all employees and applicants for employment regardless of race, color, religion, creed, age, national origin or ancestry, ethnicity, sex, sexual orientation, gender identity or expression, disability, military or veteran status, or any other category protected by federal, state, or local law. As an equal opportunities employer, we recognize that diversity is a positive attribute and we welcome the differences and benefits that a diverse culture brings. Come join us!

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Candidate Location Eligibility:
Ann Arbor, MI
Atlanta, GA
Austin, TX
Baltimore, MD
Baton Rouge, LA
Boise, ID
Boston, MA
Buffalo, NY
Charleston, SC
Charlotte, NC
Chicago, IL
Cincinnati, OH
Cleveland, OH
Colorado, CO
Columbus, OH
Dallas-Fort Worth, TX
Dayton, OH
Detroit, MI
Greensboro, NC
Hampton Roads, VA
Hartford, CT
Houston, TX
Indianapolis, IN
Jacksonville, FL
Kansas City, MO
Las Vegas, NV
Lexington, KY
Los Angeles, CA
Louisville, KY
Madison, WI
Memphis, TN
Miami, FL
Milwaukee, WI
Minneapolis–Saint Paul, MN
Nashville, TN
New Orleans, LA
New York City, NY
Ogden, UT
Oklahoma City, OK
Orlando, FL
Other US Location
Palm Bay-Melbourne-Titusville
Pensacola, FL
Peoria, IL
Philadelphia, PA
Phoenix – Mesa – Scottsdale, AZ
Pittsburgh, PA
Portland, OR
Providence, RI
Provo, UT
Raleigh-Durham, NC
Reno, NV
Richmond, VA
Rochester, NY
Sacramento, CA
Salt Lake City, UT
San Antonio, TX
San Diego, CA
San Francisco, CA
San Luis Obispo, CA
Santa Cruz, CA
Seattle, WA
Spokane, WA
St. Louis, MO
Tallahassee, FL
Tampa Bay, FL
Tucson, AZ
Tulsa, OK
Washington DC
Wichita, KS
Wilmington, NC

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
  • People Operations
    • C#Languages
    • GolangLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • SqlLanguages
    • SwiftLanguages
    • ReactLibraries
    • ReduxLibraries
    • FlexFrameworks
    • Node.jsFrameworks
    • TensorFlowFrameworks
    • LookerAnalytics
    • SketchDesign
    • JIRAManagement
    • HubSpotCRM
    • SalesforceCRM
    • Google HangoutsCollaboration
    • SlackCollaboration
    • ZoomCollaboration
    • AsanaProject Management

An Insider's view of SeatGeek

What are some social events your company does?

The importance of gathering is baked into our DNA at SeatGeek! We always take time to celebrate milestones together, whether in person or virtually, and, while we throw an amazing End of Year party, my favorite events are a little more personal! We empower employees to create their own social events from fitness classes to crafting or or tv nights!

Erin

Workplace & People Programs Manager

What projects are you most excited about?

An ongoing project I am excited about is the redesign of one of the core flows in our app. It is a high impact, cross functional initiative and I love how we’ve been able to implement a new technical foundation, introduce new features, and improve the user experience. I’m looking forward to the initial release and gathering insights from consumers!

Jenny

Software Engineer II

How do you empower your team to be more creative?

We encourage teams to solve problems and create delightful customer experiences, not implement pre-defined solutions. Our teams leverage research/data to understand our customers needs and behaviors, but we also believe that giving teams the space to be creative during a discovery phase opens the possibilities of what they can come up with.

Bree

Director, Product Management

What are SeatGeek Perks + Benefits

SeatGeek Benefits Overview

At SeatGeek, two of our goals related to benefits and perks are wellness and work/life balance. Whether it's generous time off or subscriptions for mental and physical wellbeing, we want to make sure employees are taken care of at work and outside of it.

Culture
Volunteer in local community
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Employee resource groups
Quarterly engagement surveys
Hybrid work model
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Diversity employee resource groups
Hiring practices that promote diversity
Diversity recruitment program
We partner with DEI job boards and employer branding channels. We also priorities HBCUs and underrepresented groups at colleges nationwide each year during campus recruiting for our R&D team.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Team workouts
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free daily meals
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Recreational clubs
Relocation assistance
Home-office stipend for remote employees
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

SeatGeek employees receive a monthly ticket-purchase stipend for live events!

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