Head EMEA Refund Fraud, Integrity

The head of EMEA Refund Fraud will lead DoorDash's EMEA strategy for preventing and managing refund abuse across the marketplace.

You will be accountable for the performance of the Credit and Refund (C&R) Fraud domain: setting the long-term vision, determining where to focus resources, and building the team, controls, and capabilities required to reduce fraud sustainably while protecting genuine customers.

Setting the C&R Fraud Strategy

• Set and own the 1–2 year vision and strategy for C&R Fraud, translating wider Integrity and business priorities into a focused roadmap.
• Proactively identify emerging risks, systemic vulnerabilities, and opportunities.
• Determine the highest-value problems for the team to solve and make clear choices about where to invest.
• Define how to balance fraud loss, customer experience, operational cost, and growth when designing controls.
• Build compelling business cases for significant product, policy, and operational investments.

Owning Performance and Risk

• Be accountable for C&R Fraud performance and establish clear outcomes, targets, and guardrails.
• Develop a comprehensive view of fraud exposure, including fraud cost, abuse rates, loss per order, false positives, customer impact, and operational cost.
• Partner with Finance and senior leadership to quantify financial exposure and inform risk appetite decisions.
• Establish mechanisms to identify material changes in performance and ensure effective action is taken.
• Ensure the organisation can detect and respond quickly to new abuse patterns and emerging threats.

Build Scalable Fraud Prevention Capabilities

• Own the effectiveness of the overall C&R fraud framework across customer and partner journeys.
• Identify systemic control gaps and ensure the right preventative, detective, and responsive controls are in place.
• Set the direction for product decisioning, eligibility logic, automation, friction, policies, and operational interventions.
• Ensure rules, models, and controls are continually evaluated against both fraud outcomes and customer-experience guardrails.
• Create effective feedback loops between frontline investigations, Analytics, Product, and Engineering.
• Challenge legacy processes and controls, simplifying or retiring them where they no longer provide sufficient value.

Lead Cross-Functional Strategy and Investment

• Act as the senior C&R Fraud partner to Product, Engineering, Customer Care, Merchant, Finance, Analytics, and other Integrity teams.
• Translate fraud problems into clear product and business opportunities and influence roadmaps outside your direct reporting line.
• Lead complex decisions where fraud prevention, customer experience, commercial performance, and operational efficiency are in tension.
• Create alignment around priorities, decision rights, and accountability.
• Make longer-term trade-offs and ensure resources are concentrated on initiatives with the greatest expected impact.
• Communicate complex risks and recommendations clearly to senior and executive stakeholders.

Build and Lead a High-Performing Team

• Lead and develop a team of experienced fraud, strategy, and operations professionals.
• Translate your strategy into clear, measurable outcomes for individual team members.
• Empower your team to own significant problems independently while providing effective challenge, coaching, and direction.
• Establish strong operating mechanisms and rituals for reviewing performance, prioritisation, delivery, and emerging risks.
• Build capability and succession within the team, identifying development opportunities and future talent needs.
• Create an inclusive environment where different perspectives are actively sought and people can challenge assumptions.
• Hold yourself and others accountable for delivering ambitious outcomes while maintaining focus and sustainable ways of working.

Requirements

• Significant experience in fraud, risk strategy, trust & safety, marketplace integrity, strategy & operations, or a related domain, typically gained over 10+ years.
• Experience leading and developing experienced individual contributors and/or managers.
• Demonstrated ownership of a substantial business outcome, risk domain, or portfolio.
• A track record of defining and executing strategies across a 1–2 year horizon.
• Experience identifying complex problems, setting direction, and making high-quality decisions.
• Strong commercial judgement and the ability to evaluate financial impact alongside customer and operational consequences.
• Experience influencing senior stakeholders across Product, Engineering, Operations, Analytics, and Finance.
• Strong analytical judgement and the ability to use data, customer insight, and operational evidence to challenge assumptions and make decisions.
• Experience translating complex problems into scalable product, policy, or operational solutions.
• Strong people leadership, with evidence of developing talented individuals and creating teams that operate effectively with increasing autonomy.
• Excellent written and verbal communication, including the ability to turn complex analysis into clear executive-level recommendations.

What Success Looks Like

• Built a clear and widely understood C&R Fraud strategy, established measurable outcomes and guardrails, and focused the organisation on high-impact priorities.
• Materially improved the ability to prevent and respond to refund abuse while protecting genuine customers.
• Created a scalable control and monitoring framework and influenced product investments required to address systemic vulnerabilities.
• Built a team capable of owning complex problems independently and continuously improving.