Senior Operations Manager, Trust & Risk

About IntouchCX

IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

About The Job

We are looking for a Senior Manager of Trust & Risk to provide strategic leadership and direction for a specific client based at our Philippines campus. This person will own operational performance against client KPIs and SLAs and drive continuous improvement initiatives across the program, which will include oversight of Fraud Analysts, Team Leads, and Operation Managers.

As Senior Manager of Trust & Risk, You Will…

• Define, review, and strengthen fraud and risk strategy through new standards, policies, workflows, and mitigation efforts (i.e. rules, models, and detection logic) in partnership with Client Fraud teams.
• Oversee program fraud and compliance audits against regulatory and client guardrails (i.e. IntouchCX Fraud assessment) and ensure timely remediation of findings.
• Serve as the senior escalation point for complex, sensitive, or high-impact investigations, ensure resolution with sound judgment and appropriate documentation.
• Build and maintain strong client relationships; representing the program in business reviews, calibration sessions, and strategic planning discussions.
• Collaborate with the client, internal fraud and solutions teams, QA, IT, Workforce Management, and Training to improve compliance, regulation measures, and operational readiness.
• Lead capacity planning, hiring, succession planning, and talent development for the Trust & Risk vertical, including coaching and performance management of direct reports.
• Sponsor and validate the testing of new initiatives in processes, tools, and systems (in collaboration with QA & IT departments) before deployment to production.
• Monitor emerging fraud trends, threat vectors, and industry best practices to proactively evolve the program's risk posture.
• Uphold and enforce strict confidentiality, compliance, and data security standards across the program.
  
  

As Senior Manager of Trust & Risk, You Need…

• Post secondary degree required; advanced degree or equivalent senior leadership experience preferred.
• Strong familiarity with account monitoring tools, fraud and risk platforms, case management systems, or internal investigation systems is required.
• Solid understanding of digital platforms, online customer behavior patterns, account security practices, and regulatory considerations in fraud/risk operations.
• Demonstrated track record of leading fraud/T&R teams of 50+ FTE (directly or through Managers) in a fast-paced operations environment.
• Exceptional written and verbal communication, with the ability to present findings, performance results, and recommendations clearly and professionally to executive audiences.
• Strong analytical and investigative mindset with sound judgment in complex, high stakes decision making scenarios.
• Deep practical understanding of ecommerce operations, fraud typologies, risk controls, and account verification practices.
• Proven ability to design and govern structured case management frameworks with a high level of accuracy and attention to detail.
• Strong command of operational metrics, capacity planning, and performance management methodologies.
• Proficient in Google Workspace applications is an advantage.
• Skilled at managing multiple concurrent priorities, escalations, and initiatives without compromising quality.
• Demonstrated emotional intelligence and professionalism when handling sensitive, confidential, or high pressure situations.
• Ability to quickly absorb and apply new policies, tools, and operational procedures, and to drive adoption across teams.
• Flexible to support a 24/7 operation, including availability for weekends, holidays, and critical escalations as required.
• Effective collaborator and influencer who works seamlessly across teams, functional groups, and client organizations.