Vice President, Global Fraud Prevention

Job Summary:

JOB DESCRIPTION: Vice President, Global Fraud Prevention

Location: Los Angeles, CA. / Remote

Division: Ticketmaster (Global)

Line Manager: EVP, Commercial

Contract Terms: Full Time

THE TEAM

The Global Fraud Prevention team is a vital and central part of the Global Ticketmaster organization. We minimize potential chargeback losses, whilst also protecting our marketplace from bad actor malpractices. The team is split into three components that are intrinsically linked to each other to ensure we have top-to-bottom protections in place: Rule-setting/Vendor Management, Manual Review, and Chargeback Management. They are supported by analytical and finance components, to ensure we are backing all that we do with clear financial scrutiny and focus.

THE JOB

The Vice President of Global Fraud Prevention will lead this multi-function organization, building on an ethos of not just being a team that fights fraud and chargebacks, but one that excels at getting ahead of them before they ever happen. The successful candidate’s most crucial function will be the delivering of financial results – most specifically dollars saved at the top of the funnel, and loss-dollars reduced at the bottom - and developing and driving strategies to continue to continually improve on those metrics. They will lead their P&L, and build processes, reporting, insights, strategies, and alliances – both internally and externally – that continually have us ahead of bad actors and their MO’s.

To be successful, the Vice President, Global Fraud Prevention will need to serve as a key collaborator across a matrixed organization – from Product to Business Operations (both Primary and Resale), and Accounts to Fan Support – ensuring we are building safe-guarded, fraud-proof, products, services and businesses at our core; therein ensuring this team is an integral spoke in the delivery of one of Ticketmaster’s most fundamental core values: that of Trust.

BENEFITS & PERKS

Our motto is ‘Taking Care of Our Own’ through 6 pillars of benefits:

• HEALTH: Medical, Dental and Vision benefits for you and your family, including Flexible Spending Accounts (FSA) and Health Savings Accounts (HSAs)
• YOURSELF: Paid time off policy including holidays, sick time, and day off for your birthday, free concert tickets
• WEALTH: 401(k) program with company match, Stock Program Reimbursement
• FAMILY: New parent programs & support including caregiver leave and infertility support
• CAREER: Tuition reimbursement, student loan repayment internal growth and development programs & trainings

• OTHERS: Volunteer time off, crowdfunding network

WHAT YOU WILL BE DOING

• Setting, and delivering, on a Global Fraud Prevention strategy that sets our teams up to deliver against our core objectives and financial goals
• Create and maintain the team’s core operating processes and procedures, including status and tracking across key programs and initiatives, strategic planning and prioritization across our functional areas.
• Vendor relationships, strategizing, contract management, and renewals to endure maximum value is established with the right mix for driving efficiency and protection.
• Develop and produce performance monitoring MIS and reports to senior management as well as internal and external clients. Perform complex analysis and/or modeling to identify patterns or trends of fraud and chargeback activity. Analyze loss data and recommend/implement appropriate loss prevention strategies.
• Lead the Fraud Prevention team to review and analyze incoming fraud and chargeback activity to drive strong, and constantly evolving, rule writing.
• Work with the product and tech teams to ensure tools are being used in the most efficient fashion and are working properly and that any enhancements can be introduced.
• Partner deeply with Abuse Prevention and Technology teams to ensure we are constantly evolving our strategies to block malpractice across our accounts and product suites.
• Identify and resolve complex technical operational and systems issues and recommend actions or systems based solutions to minimize the risk of fraud losses.
• Maintain key internal and external customer relationships up through the senior and executive management level as well as maintain a working relationship with peers in the merchant and credit card industry.
• Lead the creation of reports as requested by clients, implement state of the art analysis tools and forecast processes that ensure global delivery of actionable information as necessary. Lead fraud projects to increase fraud detection and chargeback recoveries.
• Run, budget and forecast against a chargeback P&L – ensuring business stakeholders understand current loss patterns and any future risks against budgeted dollars.
• Devise a strategy that continuously digs away at fraud and chargeback losses – unearthing insights from patterns today that will help us find gains down the line.
• Better our ability to get real-time insights into the abuse that is happening on our sites by bad actors, and find ways to gather immediate insights from inbound chargebacks so that we are acting on attacks in real-time.
• Lead chargeback management teams to ensure that we are assigning our resources appropriately and have robust plan for any automated responses or loss-accepts.
• Ensure that our Manual Review organization are set up to tackle the most risky of transactions – not necessarily the highest risk (which tools should be solving for us).
• Ruthless vendor scrutiny, ensuring they are working incredibly hard to help us continue to problem solve and find paths to better protect ourselves.
• Be a 3DS strategist and expert to ensure we are getting as much protection on fraud transactions as possible whilst balancing our auth-rates.
• Maintain a global footprint across multiple markets and ever-changing guidelines and regulations in all territories serviced – and act as the global consultant and senior executive who can lead the organization forward with all things Fraud Prevention.

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)

• Bachelor's degree or equivalent work experience required.
• 15+ years work experience in a relevant fraud investigation/detection environment.
• 15+ years managerial experience.
• Successful track record of engaging and building trust with senior stakeholders and partners
• Extensive history with the Accertify fraud prevention platform.
• Significant and comprehensive knowledge of the fraud prevention vendor landscape and the tools available and relationships with key industry contacts.
• Ability to work across multiple times zones and countries and adjust workflow as needed.
• Significant knowledge of payments and the payments space. Expert on Card Not Present payment systems and flows
• Substantial knowledge of the payments and entire chargeback processes for all card brands (Visa, Mastercard, American Express, Discover, PayPal, etc.)
• Ability to develop detail AOI projections and scenarios for future projects.
• Robust analytical and problem-solving skills as well as a strong attention to detail.
• Project and product management skills a must
• Excellent verbal, written, and visual communication skills required since you will be communicating with senior leadership.

• Ability to work in a time sensitive environment and deliver on strict deadlines.
• Strong coaching skills for team members to effectively manage a large and diverse set of people with individual goals and needs.
• Excellent at building compelling, numbers-backed strategy, and selling into senior stakeholders.

YOU (BEHAVIOURAL SKILLS)

• You will be relentlessly detail orientated, able to pick up on small pockets of information and drive actionable insights from them.
• You will be a leader of people, and a great communicator.
• You will thrive in an environment that has long lists of priorities, many of which may compete for time with your own goals, and influence those leaders to onboarding your needs.
• You will have a medium and long-term vision, but be able to pick off quicker wins along the way to ensure we are on a path to long-term improvement but looking after today also.
• You will be deeply organized, and be able to get very specific on the goals you set out to achieve and why.
• You will be extremely enumerative. All strategies, vendor decisions, enhancements, must back out to real dollar wins.

LIFE AT TICKETMASTER

We are proud to be a part of Live Nation Entertainment, the world’s largest live entertainment company.

Our vision at Ticketmaster is to connect people around the world to the live events they love. As the world’s largest ticket marketplace and the leading global provider of enterprise tools and services for the live entertainment business, we are uniquely positioned to successfully deliver on that vision.

We do it all with an intense passion for Live and an inspiring and diverse culture driven by accessible leaders, attentive managers, and enthusiastic teams. If you’re passionate about live entertainment like we are, and you want to work at a company dedicated to helping millions of fans experience it, we want to hear from you.

Our work is guided by our values:

Reliability - We understand that fans and clients rely on us to power their live event experiences, and we rely on each other to make it happen.

Teamwork - We believe individual achievement pales in comparison to the level of success that can be achieved by a team

Integrity - We are committed to the highest moral and ethical standards on behalf of the countless partners and stakeholders we represent

Belonging - We are committed to building a culture in which all people can be their authentic selves, have an equal voice and opportunities to thrive

EQUAL EMPLOYMENT OPPORTUNITY

We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and homelife. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It’s talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities.

Ticketmaster strongly supports equal employment opportunity for all applicants regardless of age (40 and over), ancestry, color, religious creed (including religious dress and grooming practices), family and medical care leave or the denial of family and medical care leave, mental or physical disability (including HIV and AIDS), marital status, domestic partner status, medical condition (including cancer and genetic characteristics), genetic information, military and veteran status, political affiliation, national origin (including language use restrictions), citizenship, race, sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, and gender expression, sexual orientation, or any other basis protected by applicable federal, state or local law, rule, ordinance or regulation.

We will consider qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Ordinance, San Francisco Fair Chance Ordinance and the California Fair Chance Act and consistent with other similar and / or applicable laws in other areas.

We also afford equal employment opportunities to qualified individuals with a disability. For this reason, Ticketmaster will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant consistent with its legal obligations to do so, including reasonable accommodations related to pregnancy in accordance with applicable local, state and / or federal law. As part of its commitment to make reasonable accommodations, Ticketmaster also wishes to participate in a timely, good faith, interactive process with a disabled applicant to determine effective reasonable accommodations, if any, which can be made in response to a request for accommodations. Applicants are invited to identify reasonable accommodations that can be made to assist them to perform the essential functions of the position they seek. Any applicant who requires an accommodation in order to perform the essential functions of the job should contact a Human Resources Representative to request the opportunity to participate in a timely interactive process. Ticketmaster will also provide reasonable religious accommodations on a case-by-case basis.

HIRING PRACTICES

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Ticketmaster recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner. Ticketmaster may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, internet recruiting, job fairs, college recruiting and search firms.