At a Glance:

Our happiness delivery team is growing, just like On, and with this comes the exciting opportunity to become part of our Center Of Excellence. As a Risk Specialist focusing on DTC, your number one job is to ensure On customers are happy! Part of your goal is to help us become the best sports retailer in the industry. You will primarily work behind the scenes on our customer relationship management, payment, and order management systems. With each case you handle, you will aim to wow our customers while reducing the impact of inauthentic customer behaviors.

You will work with a core team at our North American HQ in Portland, Oregon, and interact daily with our global Happiness Delivery teams around the world. During your work day, you will work with our CRM, order management systems, and backend payment processing systems to assist our team by reviewing purchasing & return behavior and addressing any patterns that arise from our customer-facing Happiness Delivery team members.

Your Mission:

• Gather, review, and scrutinize patterns in data to identify and mitigate high-risk/fraudulent activity across our platform.
• Partner with the global Risk and Finance teams to share insights, and solve issues as they arise
• Deep dive into and resolve fraud issues that include financial costs and articulation of trade-offs and false positive risks
• Approach challenges and problems with a sense of urgency and a can-do attitude to continuously improve investigative approaches and develop fraud detection systems to identify emerging trends of inauthentic activity
• Provide insights and recommendations to assist in loss mitigation
• Develop and maintain SOPs for handling fraud inquiries, leverage advanced techniques like OSINT to investigate transactions, and excel in uncertain situations to uncover and stop fraudulent activity.
• Build a strong familiarity with the back-end systems that power our customer experience, including Microsoft Dynamics 365, Salesforce, Looker, and Adyen

Your Story:

• 1-2 years of experience in e-commerce support/operations
• 1-2 years of experience with Microsoft Dynamics 365 and Salesforce Lightning
• Excellent analytical and problem-solving skills
• You’re a fast learner who thrives on challenges and you’re eager to learn and grow
• You're a fast learner who eagerly tackles challenges and seeks opportunities to develop your skills
• You excel in communication, effortlessly explaining complex operational processes to any audience within the organization
• You believe in self-reflection and actively seek feedback to improve your skills

This role is full-time and may include weekends (subject to change to meet team needs). Work hours average 8 hrs/day, 5 days/week between 6 am-6 pm, Monday-Sunday, and may include at least one weekend work day.