Fraud & Identity Operations Manager

Instacart

  • Canada
  • $113,000-125,000 per year
  • Permanent
  • Full-time
  • 2 months ago
We're transforming the grocery industryAt Instacart, we invite the world to share love through food because we believe everyone should have access to the food they love and more time to enjoy it together. Where others see a simple need for grocery delivery, we see exciting complexity and endless opportunity to serve the varied needs of our community. We work to deliver an essential service that customers rely on to get their groceries and household goods, while also offering safe and flexible earnings opportunities to Instacart Personal Shoppers.Instacart has become a lifeline for millions of people, and we're building the team to help push our shopping cart forward. If you're ready to do the best work of your life, come join our table.Instacart is a Flex First teamThere's no one-size fits all approach to how we do our best work. Our employees have the flexibility to choose where they do their best work-whether it's from home, an office, or your favorite coffee shop-while staying connected and building community through regular in-person events.OverviewAbout the Role - Instacart is seeking a dynamic and versatile Fraud and Identity Program Manager to combine strengths in technical program management, data analytics, and business process outsourcing (BPO) management. This hybrid role is critical to driving operational excellence, platform integrity, and scalable solutions across fraud prevention, abuse management, and compliance operations.As the Fraud and Identity Program Manager, you will leverage your strategic thinking, technical expertise, and leadership skills to manage cross-functional programs, oversee vendor performance, and use data-driven insights to implement innovative solutions. You'll play a pivotal role in shaping how Instacart mitigates fraud, strengthens operational processes, and delivers exceptional experiences for customers, shoppers, and retail partners.About the Team - The Fraud & Identity Ops team at Instacart is a group of experienced, results-driven professionals dedicated to driving profitable growth, generating cost savings, and advancing the company's strategic objectives. By fostering strong cross-functional partnerships with Product, Engineering, Legal, and CX teams, we manage the end-to-end strategy and operations for Fraud, Abuse, Identity, and Reconciliation. We prioritize strategic thinking, creativity, and data-driven decision-making to build alignment and deliver impactful results.This role reports to the Sr. Manager of Fraud & Identity Operations, who oversees Fraud, Abuse, Identity, and Risk. The Manager will collaborate closely with Product, Engineering, Operations, CX , Legal and other cross-functional teams at Instacart.About the JobWhat You'll Do:
  • Leadership:
  • Build, scale, and lead the Compliance BPO Operations and Vendor Management team as part of a shared services support function.
  • Partner with cross-functional teams to design and implement optimized workflows, fraud detection systems, and sourcing strategies.
  • Develop and execute strategies for fraud management, abuse prevention, identity protection, and platform reconciliation.
  • Build and maintain vendor relationships to ensure operational and contractual excellence in shared services performance.
  • Operational Excellence:
  • Ensure seamless vendor operations by driving performance metrics such as quality, productivity, staffing, training, attrition, and efficiency.
  • Create and maintain workforce planning models to ensure optimal staffing levels and resources to meet business demands.
  • Monitor and own critical fraud metrics, such as chargebacks, promo abuse, account takeovers, unverified charges, and more.
  • Identify root causes of operational inefficiencies and develop scalable solutions to address them.
  • Data-Driven Risk and Fraud Prevention:
  • Analyze large-scale data to uncover fraud vectors and operational events impacting fulfillment quality.
  • Implement and enhance automation and digitization initiatives to streamline fraud detection and reporting processes.
  • Regularly communicate actionable insights and outcomes to stakeholders, including senior leadership, to guide decisions.
  • Build mechanisms to link data and trends across devices, behaviors, and accounts to detect and mitigate fraud.
  • Program Management:
  • Drive the development and execution of advanced fraud detection mechanisms and system integrations.
  • Provide technical expertise to define system requirements, workflows, and tools that support fraud, abuse, and identity monitoring.
  • Work closely with Engineering, Product Management, and Data Science teams to implement scalable, automated solutions for fraud prevention and operational reporting.
  • Manage complex cross-functional projects with competing priorities, ensuring on-time and high-quality delivery.
  • Develop dashboards, reporting frameworks, and operational tools to provide teams with actionable insights and data-driven decision-making capabilities.
  • Collaboration and Strategy:
  • Collaborate regularly with Operations Managers, Program Managers, Analysts, and SMEs to develop policies and processes that improve platform and fulfillment performance.
  • Drive cross-functional alignment on goals and strategies to meet quality and service outcomes.
  • Participate in strategic decision-making to maintain platform integrity and ensure fraud detection systems remain cutting-edge.
What We're Looking For:
  • Proven experience in compliance, fraud prevention, vendor management, and technical program management within fast-paced environments.
  • Strong understanding of fraud detection systems, abuse mitigation strategies, and operational risk management.
  • Technical expertise in building and managing data pipelines, dashboards, reporting frameworks, and automation tools.
  • Experience managing large-scale cross-functional projects with a focus on integrating technical solutions into operations.
  • Deep knowledge of off-shore operations, resource planning, and operational metrics management.
  • Exceptional analytical and problem-solving skills, with the ability to translate insights into actionable strategies.
  • Strong communication skills to collaborate effectively with teams and present results to senior leaders.
In this role, you'll play a critical part in transforming how teams across North America leverage data to deliver exceptional performance and create industry-leading customer, shopper, and retailer experiences.About YouMinimum Qualifications
  • 6-8+ years of Fraud experience in related e-commerce / marketplace/ on-demand field
  • Deep understanding of the entire chargeback workflow (sources, disputes, payment systems, bank processes, etc), as well as working knowledge of common fraud-prevention platforms and systems.
  • Outstanding leadership skills, cultural awareness, and expertise in driving performance metrics, operational efficiency, and cross-functional collaboration are essential to successfully lead and manage an offshore team.
  • Proven experience effectively leading multiple metrics, projects, and initiatives in a constantly evolving environment
  • Anchors on data --- very strong data background; highly proficient pulling/synthesizing data and identifying trends, causation, correlation, etc. Intermediate level SQL required.
  • Very strong verbal and written communication skills, including the ability to synthesize complex topics and create compelling narratives for various audiences
  • Excellent team building skills and desire to help others learn and grow
  • Direct experience leading multi-tiered teams and desire to help others learn and grow
  • High level of accountability and ownership - driven and focused self-starter
  • Strategic approach - the ability to think ahead of where the company is at now
  • Strong cross-functional partner -collaborate with various business leaders, SME, and decision makers to develop data-driven policies, products, and models to improve performance across all facets of Risk
  • Experience in e-commerce, CNP payments, finance, SaaS, digital goods or marketplace industry.
  • Assess and measure the impact of product changes and vendor performance
  • Work cross functionally with Product, Engineering, Operations to inspire changes
Preferred Qualifications
  • Experience in Fraud, Identity or Risk field
  • Experience in advanced reporting tools such as Mode, DataDog, Verint
  • Advanced degree in statistics or other quantitative fields
  • Experience working with payment processing, authentication, verification, anti-fraud systems , BPO and rules & tools and Fraud & Identity vendors
  • Proven ability to manage large teams and multiple projects simultaneously to achieve goals
#LI-REMOTEInstacart provides highly market-competitive compensation and benefits in each location where our employees work. This role is remote and the base pay range for a successful candidate is dependent on their permanent work location. Please review our Flex First remote work policy . Currently, we are only hiring in the following provinces: Ontario, Alberta, British Columbia, and Nova Scotia.Offers may vary based on many factors, such as candidate experience and skills required for the role. Additionally, this role is eligible for a new hire equity grant as well as annual refresh grants. Please read more about our benefits offerings .For Canadian based candidates, the base pay ranges for a successful candidate are listed below.CAN$113,000—$125,000 CAD

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