Urban Outfitters, Inc. ("URBN"), is a leading lifestyle products and services company which operates a portfolio of global consumer brands comprised of Anthropologie, BHLDN, Free People, Terrain, Urban Outfitters and Nuuly brands and the Food and Beverage division. Urban Outfitters, Inc., is a Fortune 1000 company with $4 Billion in revenue.
Title: Senior Fraud Manager
Reports to: Senior Director - Global Supply Chain Finance
Overview
The Senior Fraud Manager will have global scope, supporting both our North American and European retail/wholesale business segments and our Nuuly segment. Role will work collaboratively between our Customer Service, Brand Ops, Finance, Tech, Loss Prevention ('LP'), and Supply Chain Ops teams in effort to maximize revenue retention while providing a quality consumer experience. Touchpoints will also encompass our payment and fraud prevention external partners.
Position will uncover and provide insights on trends within the space of revenue loss/chargebacks within the organization. Looking for a great mind that can analyze trends and be the fraud/chargeback SME. Ideal candidate should have knowledge of, or background in retail/e-comm/FMCG and preferably, a customer order review/customer service background, previous exposure to payment data and related processes, and advanced familiarity with data analytics and related KPI development and monitoring.
Responsibilities
Develop an understanding of the order & payment platforms and processes to deliver deep analytical insights (trends, KPI's, payment processing costs, alert monitoring, etc.)
Create operational reporting (visualizations/dashboards) and lead day-to-day performance measurement of order screening and our revenue capture and maintenance strategy
Utilize performance data to inform processes & fraud roadmap via collaboration w/Leadership
Develop and refine P&P to identify opportunities to improve accuracy and efficiency of the Order Processing team's effort to detect, prevent, and reduce fraud and dispute losses
Regularly educate and inform Order Processing and LP teams of fraudulent activity and associated behaviors to ensure consistency in application of prevention measures
Work with the Order Processing and LP teams to reduce instances of fraud, identify areas of high fraud or high dispute activity in effort to improve fraud attack rate and revenue loss prevention
Analyze outcomes and report results regularly in a consistent format that can be comprehensible to a varied set of audiences
Qualifications
5+ years of experience w/fraud and payment disputes in e-commerce/retail environments
Experience in diagnosing issues and developing/proposing strategies to resolve through to implementation
High analytical prowess; 3+ years' experience using analytics to drive key business decisions
Excellent skills in MSOffice Suite (Excel, PowerPoint, etc.), dashboard creation, etc.
Customer Service background and experience, a plus
Job Skills • Excellent communication skills (written/verbal) • Highly organized and focused; ability to meet critical deadlines on short timelines • Self-starter - Comfortable taking initiative while quickly grasping concepts, processes, and ideas • Strong attention to detail w/ability to think analytically (and guide others to do so as well) while driving informed, accurate decisions • Highly influential - Ability to lead and influence teams (direct and/or indirect) and outcomes, including key decision makers via a data-driven and experiential approach • Ability to thrive in a fast-paced, ever-changing environment while maintaining efficiency in tasks • Ability to understand key business processes and develop/support competitive strategies related to fraud and revenue loss prevention
Education: Bachelors' in CS, Statistics, Business, Finance, Economics, or similar experience
Location: Philadelphia, PA
Urban Outfitters, Inc. celebrates diversity and is committed to creating an inclusive environment for all employees. We are proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, sex (including gender, pregnancy, sexual orientation, and gender identity or expression), religion, creed, age, physical or mental disability, national origin or ancestry, ethnicity, citizenship, service in the uniformed services, genetic information, or any other protected characteristic as established by law. We believe strongly in fostering a safe, fair and respectful work environment. To ensure compliance with our non-discrimination and anti-harassment policies, we offer anti-harassment training to managers and employees.