gem
Platform Integrity Operations Coordinator
Fetch
Remote, USA
Full-time
Entry · 1+ years experience
Remote
USD 59554-70064 yearly / year
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- Develop, document, and maintain PI operations processes, SOPs, decision guidance, and workflows for reviewing suspicious activity across user accounts, receipts, and other fraud vectors.
- Write clear, concise operational documentation that translates complex processes into guidance that frontline teams and cross-functional partners can easily understand and apply.
- Evaluate existing workflows to identify gaps, inefficiencies, inconsistencies, and opportunities for process, tooling, or automation improvements.
- Use operational data, case trends, QA findings, and team feedback to recommend and implement process improvements.
- Coordinate operational changes from planning through rollout, including stakeholder alignment, documentation updates, communications, training readiness, and post-launch follow-up.
- Partner with PI Operations leaders, Training, QA, Product, Engineering, Data, Support, and other teams to resolve workflow issues, improve tooling, and ensure consistent execution.
- Monitor key fraud operations metrics and surface trends, risks, or process issues that may require further investigation or action.
- Support retrospectives, audits, and process reviews to evaluate whether operational changes are working as intended and identify follow-up improvements.
- 1+ years of experience in operations, process management, fraud or risk operations, trust and safety, support operations, or a related field.
- Demonstrated experience building, improving, or managing operational workflows and processes in a fast-paced environment.
- Strong written communication skills, with the ability to create clear SOPs, process documentation, decision guidance, and stakeholder updates.
- Strong analytical and problem-solving skills, with the ability to identify process gaps, assess root causes, and recommend practical improvements.
- Strong attention to detail and organizational skills, with the ability to manage multiple workstreams and keep documentation accurate and current.
- Experience working cross-functionally and communicating process changes to teams with different roles and levels of technical knowledge.
- Self-starter with a proactive mindset, able to take initiative, work independently, and drive projects forward with minimal direction.
- Experience in fraud prevention, risk operations, trust and safety, payments, loyalty or rewards, ecommerce, or another high-volume operational environment.
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