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Senior Manager Customer and Payment Fraud

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Senior Manager - Customer and Payment Fraud

It wasn’t so long ago that booking a trip to see the Eiffel Tower, stroll down New York’s iconic Madison Avenue or feel the sand between our toes on Copacabana Beach was simply a matter of a few taps on our smartphone. In fact, that’s what we do at We make it easier for everyone to experience the world. And while that world might feel a little farther away right now, we’re busy preparing for when the world is ready to travel once more.

Across our offices worldwide, we continue to innovate. To solve for some of the most complex challenges in travel and technology, and to plan for the exciting developments that lie ahead. With strategic long-term investments into what we believe the future of travel can be, we are opening up new career opportunities that will have a strong impact on our mission. We are united in the belief that our very human desire to explore the planet’s beauty and discover more about other people and cultures will endure. The world is waiting for us. Together, we will be ready.

The Fraud team is responsible for protecting’s customers and partners. The team is divided into two parts: Customer & Payment Fraud, and Partner Fraud & Abuse. We are currently hiring an experienced leader for the Customer & Payment Fraud team. The Senior Manager - Customer and Partner Fraud will report to the Director of Fraud and will be part of the Extended Security Leadership Team.

The Customer & Payment Fraud capability area provides protection against chargebacks, marketing abuse (incentives, affiliates, PPC fraud), customer fraud (availability blocking). It supports business units in setting up a secure transaction flow, and ensuring that criminal parties are not able to negatively affect our supply partners or our company.

This role is fully responsible for establishing, monitoring, and continuously improving the area under their scope. Therefore, they will be responsible for managing people of different crafts (ex. Analysts, Engineers, Product Managers, Operations) and will be required to have deep domain expertise to drive its strategy.

This role is required to work together with other capability area leads within and outside their pillar to drive overarching programs and to proactively find opportunities for improvement through collaboration.

This role is responsible for defining and executing the customer fraud strategy for, and securing the transaction process. They maintain the relationship with Directors and Managers across the company (in particular Payments, Central Product, Accommodations) to ensure delivery of shared objectives and constant requirement gathering from the business.


This role is responsible for delivering the Security and Fraud program for Customer Fraud.

Main responsibilities include:

  • Provide a strategic roadmap for their capability area
  • Work with the Director Fraud to understand business expectations, key initiatives and set meaningful yearly goals for their capability area
  • Produce and track a plan of action to reach yearly goals. Report progress on a monthly basis to the Director Fraud and to the other Area Leads in Security.
  • Drive continuous improvements and operational efficiency in their capability area, ensuring the appropriate resources and budget are applied to each topic and that the organization and people are setup to deliver
  • Monitor control effectiveness within the capability area and take action when needed
  • Work with Technology and Product leaders across the organization to provide support and guidance for key initiatives in all Business Units and Functions
  • Work with Business Operations to ensure cohesive planning and reporting
  • Effectively manages an organization of Engineers, Analysts, Product Managers and any other role needed to deliver their capabilities to the business. Ensures all crafts are supported in their growth, through constant feedback, coaching and mentoring programs
  • Benchmark our platform against industry standards and competitors for cost, innovation, and operational excellence.
  • Create connections across the Booking Holdings Group and represent Security at Group level for their capability area.
  • Ensure incidents and crises are handled timely and appropriately within their area and impact is kept to a minimum.


  • Directive, firm, and resilient
  • Effective decision making skills
  • Strategic, big picture thinking
  • Handling multiple priorities in a fast-paced environment
  • Well-developed technical and process communication skills. Ability to present highly technical and complex information into “simple English” that is consumable by company senior executives and understood by all.
  • Qualifies with data first, adds judgement
  • Customer focussed individual who enjoys collaborating across teams
  • Able to listen, understand, problem-solve, and carry-out duties to ensure the optimal outcome.
  • Capable of anticipating needs and driving clarity on expectations
  • A solution-oriented mindset, with the ability to exercise good professional judgment
  • People Management - Intermediate P3
  • Fraud knowledge - Advanced application P4 is proud to be an equal opportunity workplace and is an affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We strive to move well beyond traditional equal opportunity and work to create an environment that allows everyone to thrive.

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