Operations at Brex

The Operations team is the bridge between our products and our customers. Our priority is to keep our customers happy and their businesses protected, while communicating vital information to our internal teams. We are responsible for underwriting all of our customers, while simultaneously managing Brex’s risk exposures. We work cross-functionally with the Risk, Compliance, Data, and Engineering teams to allow Brex to scale efficiently, keeping quality top of mind.

What you’ll do

We are seeking an experienced Account Protection Associate Manager to join our expanding Brex team, where you will collaborate with top industry professionals to address risk issues. The ideal candidate should possess deep expertise in B2B communications, focusing on KYC, Fraud Operations, adherence to terms of service, advanced identity verification processes, assessment of regulatory and reputational risks, and prevention of Account Takeover (ATO). In this role, you will lead a team of client-facing specialists, focusing on enhancing risk prevention measures while prioritizing the customer experience.

Responsibilities

Leadership and Team Management:

• Lead and motivate a customer-facing team specializing in fraud prevention, ensuring high performance and engagement
• Oversee the management of high-visibility escalations, providing effective resolutions that prioritize customer experience

Strategic Operations and Collaboration:

• Enhance and execute improvements to the Account Protection Standard Operating Procedures, balancing risk and operational efficiency
• Collaborate with internal teams such as Fraud, Compliance, KYC, and Payments to strengthen fraud prevention measures and streamline dispute resolution processes

Communication and Analysis:

• Establish and maintain a feedback loop with cross-functional partners (XFN), prioritizing and communicating team needs effectively
• Own and deliver on OKRs related to SLAs and performance metrics for the team
• Translate complex data into compelling stories to inform and guide strategic decisions for senior management

Requirements 

• 5+ years of experience in a customer-facing role with a focus on fraud prevention
• Exceptional attention to detail and a proactive approach to resolving issues
• Proficiency in customer experience technologies and fraud operation tools
• Demonstrated expertise in fraud prevention strategies and incident management
• Ability to thrive in a fast-paced, dynamic environment
• Excellent verbal, written, and interpersonal communication skills
• Strong project and process management abilities
• Capable of building and maintaining professional relationships
• An innovative mindset with proven experience in optimizing internal processes to enhance speed, agility, and customer satisfaction

Preferred Qualifications

• Previous experience in Financial Services, FinTech, or similar high-stakes sectors
• 3 years of experience in a leadership role managing teams
• Certified Fraud Examiner (CFE) certification
• Proficiency in SQL and Snowflake for data analysis
• Experience managing offshore partners

Compensation

The expected salary range for this role is $73,600 - $92,000. However, the starting base pay will depend on a number of factors including the candidate’s location, skills, experience, market demands, and internal pay parity. Depending on the position offered, equity and other forms of compensation may be provided as part of a total compensation package.