E-Commerce Fraud and Risk Manager

The GOVX E-Commerce Fraud and Risk Manager role is a full-time position responsible for owning the GOVX strategy to identify, prevent and mitigate fraudulent activity across GOVX’s ecommerce platform.  This position will oversee a team to monitor transactions, investigate suspicious activity and ensure customer protection while minimizing monetary loss for GOVX.  The role works in conjunction with the Accounting, GXFC (GOVX Fulfillment Center), and Customer Experience Teams. The role reports to the CFO.

Responsibilities 

• Hire, train and mentor a team of fraud associates to ensure proficiency in fraud detection techniques and transaction analysis. 
• Set team performance metrics and goals, including tracking progress and identifying areas for improvement. 
• Manage team performance through regular 1:1’s, reviewing department outcomes including team member outcomes that require retraining, and recommend training for professional development. Ensure employees adhere to all GOVX, Inc. policies.
• Manage the team responsible for reviewing orders flagged by automated fraud prevention systems, investigating account details, verifying information via phone and email communications with customers and system tools, to confirm or cancel orders.
• Create and update team SOP’s including training library to include recorded process training.
• Analyze customer behavior, payment methods and shipping addresses to flag potential fraudulent or reseller transactions. 
• Monitor transaction data in real-time using advanced fraud detection tools to identify suspicious patterns and potentially fraudulent activity.
• Provide input on internal rule-based fraud and system models to improve fraud detection accuracy. 
• Reviewing internal and external fraud trends to inform future strategies. 
• Aid in the processing/completion of customer order issues including returns, cancellations, and refunds. confirming data points & customer history to prevent refund delays or fraud. 
• Investigate violations of Terms of Use and educate customers to create order compliance. 
• Lead investigation, analysis and resolution of chargebacks cases to confirm details needed to mitigate, reduce, and dispute unsupported claims. 
• Aiding in the processing, resolution and classification/data recording of customers issues including returns, cancellations, and chargebacks.
• Ownership of timely, accurate customer refund processing. 
• Assembling financial reports and data summaries as requested or needed. 

• Leadership experience in managing and working as part of a team.  
• Strong analytical skills with proficiency in data analysis tools and techniques.
• Experience with ecommerce platforms and payment gateways. 
• Proven ability to identify and implement effective fraud prevention strategies.
• Leadership experience in managing and working as part of a team. 
• Bachelor’s degree in Analytics, Business preferred.
• 3+ years of fraud risk investigative processes.

Position Type and Expected Hours of Work | 100% In-Office Role 
Full-time, exempt position.  Work schedule may vary depending on volume demands.  This position is not eligible for relocation allowance or visa sponsorship. 

Supervisory Experience 
This position has supervisory responsibilities. 

Travel Requirements 
Estimated 5% travel for this position. 

Work Environment 
This job operates in a professional environment subject to state and local health ordinances. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets. 

Physical/Mental Demands 

• Physical - This is an office-based role.  
• Mental - Problem solving, making decisions, interpreting data, organizing. 
• Strong organizational skills with the ability to multi-task and prioritize. 
• Commitment to excellence.
• Team player. 

Other Duties 
Please note this job description does not cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. 

• Flexible Time Off, Paid Sick Leave, Paid Holidays
• 401(k) plan with discretionary match available
• Medical, Dental, Vision, and Life Insurance
• Flexible Spending Account (FSA), Health Savings Account (HSA)
• Voluntary benefits including Critical Illness, Group Accident, and Voluntary Life
• Employee Referral Program
• Collaborative work environment in a modern office, stocked with drinks and snacks.
• Discounts on the GOVX website

Pay Range
$65,000.00 - $75,000.00 annually

AAP/EEO Statement
EOE. Veterans/Disabled.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. 

Position will require successful completion of a background check and drug testing prior to starting employment.

About GOVX 
Savings for Those Who Serve 

GOVX was founded in 2011 to offer exclusive benefits to those who serve our country. The GOVX membership is comprised of current and former members of the United States military, law enforcement, firefighting, medical services, and government personnel. GOVX is dedicated to supporting these communities and to offering unique value to our members, while delivering an authentic platform for brands to reach our growing customer base. As the largest and fastest growing digital platform serving this deserving audience, we are committed to stretching the limits of ecommerce to deliver the best assortment for our members’ on-duty and off-duty needs.