Associate Director of Operations

About the Job

We are looking for a Senior Manager of Trust & Risk to provide strategic leadership and direction for a specific client based at our Philippines campus.

Job Requirements

• Define, review, and strengthen fraud and risk strategy through new standards, policies, workflows, and mitigation efforts (i.e. rules, models, and detection logic) in partnership with Client Fraud teams.
• Oversee program fraud and compliance audits against regulatory and client guardrails (i.e. IntouchCX Fraud assessment) and ensure timely remediation of findings.
• Serve as the senior escalation point for complex, sensitive, or high-impact investigations, ensure resolution with sound judgment and appropriate documentation.
• Build and maintain strong client relationships; representing the program in business reviews, calibration sessions, and strategic planning discussions.
• Collaborate with the client, internal fraud and solutions teams, QA, IT, Workforce Management, and Training to improve compliance, regulation measures, and operational readiness.
• Lead capacity planning, hiring, succession planning, and talent development for the Trust & Risk vertical, including coaching and performance management of direct reports.
• Sponsor and validate the testing of new initiatives in processes, tools, and systems (in collaboration with QA & IT departments) before deployment to production.
• Monitor emerging fraud trends, threat vectors, and industry best practices to proactively evolve the program's risk posture.
• Uphold and enforce strict confidentiality, compliance, and data security standards across the program.

Job Description

• Post secondary degree required; advanced degree or equivalent senior leadership experience preferred.
• Strong familiarity with account monitoring tools, fraud and risk platforms, case management systems, or internal investigation systems is required.
• Solid understanding of digital platforms, online customer behavior patterns, account security practices, and regulatory considerations in fraud/risk operations.
• Demonstrated track record of leading fraud/T&R teams of 50+ FTE (directly or through Managers) in a fast-paced operations environment.
• Exceptional written and verbal communication, with the ability to present findings, performance results, and recommendations clearly and professionally to executive audiences.
• Strong analytical and investigative mindset with sound judgment in complex, high stakes decision making scenarios.
• Deep practical understanding of ecommerce operations, fraud typologies, risk controls, and account verification practices.
• Proven ability to design and govern structured case management frameworks with a high level of accuracy and attention to detail.
• Strong command of operational metrics, capacity planning, and performance management methodologies.
• Proficient in Google Workspace applications is an advantage.
• Skilled at managing multiple concurrent priorities, escalations, and initiatives without compromising quality.
• Demonstrated emotional intelligence and professionalism when handling sensitive, confidential, or high pressure situations.
• Ability to quickly absorb and apply new policies, tools, and operational procedures, and to drive adoption across teams.
• Flexible to support a 24/7 operation, including availability for weekends, holidays, and critical escalations as required.
• Effective collaborator and influencer who works seamlessly across teams, functional groups, and client organizations.