Senior eCommerce Operations Analyst

Description

• Act as the point of contact for payment processor inquiries and manage issue escalation
• Manage the fraud team including training on new systems and auditing their dispute and fraud queue responses
• Implement and optimize fraud detection rules based on performance data
• Research and resolve credit card disputes, building cases for fund recovery, as needed
• Process and reconcile incoming payments including checks and wire transfers
• Upload chargebacks in the various billing systems as needed
• Research and process customer service requests as needed

• Create and maintain regular eCommerce performance reports, focusing on merchant processing costs, fraud metrics, and chargeback performance
• Manage daily cash reporting and resolve discrepancies in partnership with finance/accounting teams
• Provide ad-hoc analysis and reporting to support business decisions

• Proactively identify operational inefficiencies and propose improvements
• Partner with cross-functional teams to implement and optimize operational processes
• Lead process improvement initiatives (when applicable)
• Evaluate and recommend new tools or systems to improve operational efficiency

• Bachelor's degree in Business, Finance, Economics, or related field preferred
• 5+ years in eCommerce operations, with at least 2 years of direct payment operations or fraud prevention experience
• Strong knowledge of fraud detection tools, chargebacks, and payment reconciliation processes
• Experience working with major payment processors (e.g. PayPal, Stripe, Paymentech) and their associated systems
• Strong analytical skills with ability to translate data into actionable insights
• Strong stakeholder management skills with ability to collaborate across multiple teams
• Ability to work independently while managing multiple priorities in a fast-paced environment
• Demonstrated experience in process improvement and implementing operational efficiencies
• Exceptional attention to detail and organizational skills
• Excellent written and verbal communication skills in English
• Advanced proficiency in Excel and other Microsoft Office applications