Senior Risk Tools & Automation Lead

About the role

As a Senior Risk Tools & Automation Lead, you will play a key role in transforming the tools and workflows used by risk and fraud investigation teams. You will own the end-to-end agent experience, driving the development of efficient, intuitive, and scalable operational solutions. Working closely with Engineering, Data Science, Product, Design, Legal, and Compliance teams, you will translate operational challenges into impactful technical improvements.

What you'll do

• Observe agent workflows, identify operational challenges, and measure inefficiencies related to handling time, manual steps, context switching, and error rates
• Stakeholder Feedback and Enablement: Establish structured feedback channels, including surveys, office hours, agent networks, and request management processes
• Collaborate with Training, Quality, and Workforce Management teams to ensure new tools are effectively introduced through appropriate documentation, training
• Requirements and Roadmap Management: Translate operational needs into clear business requirements, user stories, and acceptance criteria
• Own the operational risk tooling roadmap and backlog, prioritizing improvements according to business impact, efficiency gains, risk reduction

What you need

• AML
• Compliance
• Usability testing
• Risk management
• Wireframing
• Prototyping

Good to have

• Data analysis
• SQL
• LLMs
• RPA
• User flows
• Operational risk