Senior Operations Manager, Fraud

Etsy is the global marketplace for unique and creative goods. We build, power, and evolve the tools and technologies that connect millions of entrepreneurs with millions of buyers around the world. As an Etsy employee, you will tackle unique, meaningful, and large-scale problems alongside passionate coworkers, all the while making a rewarding impact and Keeping Commerce Human. We believe exceptional companies are built by exceptional teams, and we're intentional about it. That means hiring great people, setting them up for success from day one, and giving them real reasons to grow their careers here. We invest in development that goes beyond promotions, and we foster the trust and relationships that help people do their best work together. What’s the role? In this role, you’ll be responsible for a scaled operation for a critical fraud and risk vertical at Etsy, translating company-level priorities into a clear, sequenced roadmap and a set of measurable business goals. You’ll define the objectives and key results your organization contributes to, resolving trade-offs between contending priorities, and making the resourcing calls that determine what gets built, staffed, and sunset. You’ll work with a globalized outsourced operation, along with internal investigators, to identify and prevent fraud at scale, through manual reviews, automated detection, and with a variety of enforcement levers. A significant part of the role is people leadership at scale! You’ll lead and develop a team that includes senior individual contributors, inspiring engagement, improving hiring and performance management, and building the bench that Etsy’s Risk & Fraud organization will need two and three years from now. You’ll also act as a senior consultation and deciding point, leading your organization’s response to emerging risks and advising high-stakes investigations where the financial, regulatory, or brand exposure is material. Success in this position requires driving alignment across various functions within the organization. This is a full-time position reporting to the Director of Fraud Operations. What’s this team like at Etsy? These teams identify, investigate, and mitigate fraud patterns that impact transactions and broader marketplace behavior, with particular attention to buyer and seller behaviors that can span accounts, payments, and collusive abuse. Partner closely as a peer to leaders in Product, Engineering, Legal, Finance, Data Science, and Support, building the shared context and operating cadence that lets those teams move together on risk decisions rather than in sequence. This team balances sharp investigative thinking with long-term systems building, using operational insight to shape scalable fraud defenses and improve how we detect and respond to emerging risk. What does the day-to-day look like? Set the strategic direction for critical fraud verticals, defining what good looks like in measurable terms and connecting your team’s work to top-line business critical metrics. Lead and develop a high-performing team of investigators and senior investigators: hire, coach, set clear goals, give direct feedback, and grow the next generation of leaders in the organization. Own the overall operation, in coordination with Partner Success Management and our outsource partners, to achieve service level agreements, quality standards, and other operational critical metrics in service to user experience, quality, and cost. Build robust investigative capabilities across the team to identify, mitigate, and then prevent fraud at scale Partner with Product, Engineering, and Data Science to develop the detection, tooling, and ML roadmaps your team depends on, and hold those partnerships accountable to operational outcomes. Handle capacity and cost, including headcount planning, vendor and outsourced partner relationships where applicable, and the automation investments that change your team’s unit