Description
As the Senior Strategy & Operations Manager for Payments Risk & Fraud at Deliveroo, you'll own one of our most commercially important problem spaces. You'll define the strategy for payment fraud, promotions abuse, cash risk, and chargebacks – balancing customer experience, growth, and profitability.
Responsibilities:
- Define our Payments Risk Strategy
- Own the strategy and roadmap for payment fraud, promotions abuse, cash risk, and disputes across multiple markets.
- Identify emerging risks, prioritise investments, and continuously evolve our controls to protect customers and the business while supporting growth.
- Drive commercial performance by owning key business metrics, including fraud losses, chargeback rates, payment approval rates, promotions efficiency, recovery rates, and false positive rates.
- Evaluate trade-offs between risk, customer experience, and conversion to maximise long-term profitability.
- Build data-driven solutions using data to understand fraud trends, uncover new opportunities, and measure impact.
- Partner closely with Data Science to improve fraud models, optimise decisioning, and reduce false positives.
- Develop executive reporting and dashboards that provide clear visibility into business performance and emerging risks.
- Lead cross-functional execution by working closely with Product, Engineering, Finance, Marketing, Fraud Operations, Payments, and external partners to deliver strategic initiatives.
- Influence roadmaps, align stakeholders, and ensure our fraud capabilities continue to scale with the business.
- Represent Payments Risk across senior leadership discussions and drive alignment on priorities and investment decisions.
- Improve our Payments Ecosystem by partnering with payment providers, acquirers, and card networks to improve payment performance, optimise dispute outcomes, and maintain compliance with scheme requirements.
- Continuously improve operational processes through automation, tooling, and scalable controls.
Requirements:
- Experience owning complex fraud, payments, risk, or trust & safety initiatives with measurable commercial impact.
- Strong analytical skills, including SQL and data-driven problem solving.
- Experience developing business cases and influencing investment decisions.
- A track record of leading cross-functional initiatives across Product, Engineering, Finance, and Data Science.
- The ability to translate complex data into clear recommendations for senior stakeholders.
- Strong commercial judgement and an ability to balance growth, customer experience, and risk.
Benefits:
- Many benefits in areas including healthcare, well-being, parental leave, pensions, and generous annual leave allowances, including time off to support a charitable cause of your choice.