Senior eCommerce Operations Analyst
Job Summary
Job Description
The Senior eCommerce Operations Analyst will be responsible for handling credit card disputes, chargebacks, and fraud investigations, ensuring timely and effective resolution. They will generate eCommerce reports for stakeholders, analyze billing flows, and improve processes. Responsibilities include managing payment processor inquiries, overseeing the fraud team, implementing fraud detection rules, resolving credit card disputes, processing payments, and reconciling transactions. The analyst will also create performance reports, manage cash reporting, provide analysis to support business decisions, identify operational inefficiencies, and recommend improvements. They must have experience in eCommerce operations, knowledge of fraud detection tools, and strong analytical skills.
Must have:
- 5+ years in eCommerce operations
- Experience with payment operations or fraud prevention
- Knowledge of fraud detection tools and processes
- Experience with major payment processors
- Strong analytical skills and data interpretation
- Strong stakeholder management skills
- Ability to work independently and manage priorities
- Experience in process improvement
- Exceptional attention to detail
- Excellent written and verbal communication skills
10 skills required
Job Details
Description
We are seeking a highly capable Senior eCommerce Operations Analyst with exceptional problem-solving abilities and strong attention to detail. Our analyst will ensure all credit card disputes, chargeback matters, and fraud investigations are dealt with in an effective and timely manner. They will provide timely eCommerce reporting to internal stakeholders. They will always be looking to understand our billing flows and for more efficient ways to improve our current processes.
Sr. eCommerce Operations Analyst Job Duties:
Core Payment & Fraud Operations:
- 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
Analysis & Reporting:
- 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
Process Improvement & Strategic Support:
- 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
Job Requirements and Experience:
- 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
At Ziff Davis, we work in a culture of collaboration and welcome those who desire to join our growing global community. We seek enthusiastic individuals with an entrepreneurial spirit looking for an environment that rewards your best work. Ziff Davis offers competitive salaries, health benefits, and ESPP, employee-focused engagement and education programs, and company-sponsored events. If you’re seeking a dynamic work environment where you can see the direct impact of your performance, then ZD is the place for you. ZD is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive and equitable environment for all employees.
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