Director, Operations (Fraud and Identity)

April 3, 2019
San Francisco, CA
Job Type


At Lyft, the community is what we are and it’s what we do. It’s what makes us different. To create the best ride for all, we start in our own community by creating an open, inclusive, and diverse organization where all team members are recognized for what they bring.

The Business Operations org is looking for a rockstar leader to join Lyft’s fast-paced and transformational team at Lyft to manage crucial fraud and risk initiatives. This position will manage fraud and risk operations, analyze, investigate and identify solutions to prevent and mitigate third party fraud and is responsible for proactively identifying sources of and patterns of fraud, to minimize the company’s total exposure to financial and reputational risk associated with fraud. The leader understands marketplace dynamics and can develop and execute a multi-year strategy which addresses risk at the transaction, account and portfolio levels to deliver best-in-class loss rates using appropriate levers which manage risk while minimizing customer friction points.

This person possesses a very high level of subject matter expertise and is very experienced in utilizing information generated from fraud patterns, data analytics and business knowledge to identify insights. This leader will demand a customer-first approach to define and articulate the customer experience and impact for fraud detection and prevention activities. This individual will be the ‘go to’ leader for multiple cross-functional teams to deliver the latest fraud, risk and identity solutions. This leader will be a champion of change identifying process improvements, propose options for managing change in a cost-effective manner and enable continuous improvement through a constant review of reporting, processes, and workflows. The individual will be an experienced manager who has led, developed and grown leaders through management, development and mentorship.


    • Being the strategic organizational leader driving our future direction on Fraud, Identity and Risk in collaboration with Product Management and Engineering
    • Being the front leader on resolution of fraud issues and other escalations where bank senior management gets involved
    • Manage and support fraud and identity teams responsible for analyzing, investigating and preventing suspected fraudulent activity
    • Oversee the design, development and management of real-time risk and fraud rules and models to predict and manage risk associated with new and existing accounts and to combat systematic fraud, identity theft fraud, etc.
    • Develop, enhance and review fraud identification and prevention solutions, processes and ensure appropriate cross-functional support to deal with systematic and malicious fraud events
    • Estimate and forecast losses and partner with Finance, Business Leaders and Regional GMs to manage the impact to profitability of the overall Lyft business and individual regions
    • Communicate and report overall status, primary metrics, key fraud and identity issues and solution plans and readiness timelines to senior management and executives
    • Establish business cases and projected ROI on investment to identify and prioritize opportunities to reduce all forms of malicious and friendly fraud and account takeovers and chargebacks
    • Develop and manage the end-to-end process with various Lyft teams, such as customer support teams, to resolve customer-related fraud issues exceeding service-level metrics and providing the best possible customer experience
    • Identify enhancements to Lyft fraud and identity services, communicate and prioritize development with product management and engineering teams
    • Ability to manage a team, including selection of staff members, providing ongoing feedback, fostering teamwork and meeting team-related goals.


Experience & Skills

  • Experience in Fraud and Risk across payment, e-commerce, retail, digital media or financial services industries with a Master's degree/MBA
  • Experience in leading large fraud and risk teams for multi-billion dollar financial services industry segments with a thorough knowledge of payment fraud risk practices including issuer authorization, decline and chargeback policies
  • Expert knowledge, skills and demonstrated track record across a range of functions including various payment channels, including point of sale and e-commerce
  • Proven experience in reducing fraud successfully and building sustainable fraud programs with minimal resources Proven ability to attract, develop and grow fraud and risk talent and personnel - manage, guide and grow a team of smart and passionate individuals to exceed team and department goals
  • Demonstrate a bias for action in resolving fraud issues and to think and react in a high-energy, fast-paced environment
  • Be extremely focused on data and analytics to solve problems and a track record of driving results through continuous improvement
  • Demonstrated strategic thinking and cross-functional team influence Tenacity to keep issues top of mind of relevant stakeholders and conviction to make the right decisions
  • Excellent written and verbal communication skills especially to senior executives

Company Description

Lyft was founded in June 2012 by Logan Green and John Zimmer to improve people’s lives with the world’s best transportation. Lyft is the fastest growing rideshare company in the U.S. and is available to 95 percent of the US population as well as in Ontario, Canada. Lyft is preferred by drivers and passengers for its respectful and friendly experience, and its commitment to effecting positive change for the future of our cities.

Wherever you’re headed, count on Lyft for rides in minutes. The Lyft app matches you with local drivers at the tap of a button. Just request and go.

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