Director, Fraud Operations

foodpanda is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in around 65 countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.

Pandora operates across a highly complex multi-market marketplace, with millions of customer transactions, thousands of riders, and a large vendor network. At our scale, reducing fraud is one of the biggest levers on our P&L and building a world-class function to fight it is a strategic priority.

As Director of Fraud Operations, you will lead the team responsible for protecting Pandora from its most costly threats: abuses on our platform, incentives and deliveries.

In this role, you will set the Pandora fraud detection strategy, partner with the tech team to implement it and ensure that our operations are running smoothly. This is a senior leadership role with real P&L accountability, executive visibility, and the scope to build something that matters: a fraud function that is proactive, data-driven, and deeply embedded in how Pandora operates.

Key Responsibilities: 

• Own fraud strategy and rule performance for all Pandora fraud type: Customer (Incentive, Refund, Cancellation & Payment), Vendor and Rider

• Create, deploy, and continuously optimize fraud rules using data analysis to balance fraud prevention with customer experience

• Independently investigate fraud patterns and root causes, proposing and implementing solutions without waiting for direction

• Collaborate with operations teams to manage actions toward fraud cases and improve detection processes

• Partner with technology teams and external vendors to implement fraud prevention capabilities

• Define our fraud KPIs taxonomy and monitor fraud trends to proactively adjust our strategy and stay ahead of fraudsters

• Use data analytics tools (SQL, Python, or PySpark) to analyze fraud performance, measure rule effectiveness, and inform strategy decisions

• Contribute to cross-functional initiatives where fraud considerations impact broader business decisions

• Identify process improvements and tooling needs to strengthen fraud prevention capabilities

This role is built for experienced fraud or risk leaders who have operated at scale in complex, multi-sided platforms

Experience

• 8+ years of experience in fraud operations, trust & safety, or financial risk management
• 5+ years in a leadership role, ideally within a marketplace, on-demand delivery, fintech, or e-commerce platform
• Proven track record owning fraud P&L with measurable impact on loss reduction and operational efficiency
• Experience operating across multiple fraud domains simultaneously (customer, supply-side, financial)
• Hands-on experience with fraud tooling, rules engines, and ML-driven detection systems
• Background working with global or regional cross-functional teams across Product, Engineering, Legal, and Finance

Skills & Capabilities

• Proven experience using AI Agents to solve operational problems
• Strong analytical mindset: comfortable with SQL, data dashboards, and deriving insights from large transaction datasets
• Excellent stakeholder management with ability to translate fraud complexity into business impact for executive audiences
• Structured thinking with track record of setting-up strategy, define OKRs, and cascade accountability through a team
• Experience defining and implementing SOPs, investigation playbooks, and escalation protocols
• Familiarity with regulatory and compliance requirements relevant to fraud (AML, KYC, consumer protection) is a plus

Mindset

• High ownership and bias for action - you run towards hard problems, not away from them
• Customer-obsessed, but data-disciplined - you protect the platform without creating unnecessary friction
• Collaborative by default - you build bridges with Product, Ops, and Engineering rather than working in silos
• Intellectually curious about how fraud evolves and excited about using AI and automation to stay ahead of bad actors