Manager 2, Trust & Safety Enablement

Company Overview

Job Overview

As a Manager 2, Trust & Safety Enablement, you will lead a team of Business Systems Analysts (BSA) and Security & Risk Operations (SRO) analysts responsible for driving technology and process enablement across Intuit’s Trust & Safety organization.

This role sits at the intersection of fraud operations, product, engineering, AI/ML, and platform modernization. You will translate operational fraud challenges (ATO, AOF, content abuse, account opening fraud) into scalable system capabilities that improve investigation quality, reduce fraud leakage, decrease dwell time, and minimize customer friction.

You will partner closely with Engineering, Product, Policy, Analytics, and Customer Success to operationalize next-generation fraud detection and enforcement capabilities — including workflow automation, AI-driven detection, and platform migrations (e.g., Pega, Decision Engine).

This is a highly cross-functional leadership role focused on scaling fraud operations through durable systems, structured processes, and data-driven enablement.

Responsibilities

• Collaborate with Trust & Safety business owners, Engineering, Product, Policy, Investigations and Analytics partners to define and drive long-term capability strategies aligned to fraud prevention and customer trust goals.
• Develop and manage multi-quarter roadmaps for fraud investigation enablement, including workflow automation, AI-driven detection integration, case management tooling, and signal standardization across domains (ATO, AOF, content abuse, account opening fraud).
• Translate operational fraud challenges into end-to-end system requirements, including data integrations across internal and third-party platforms.
• Provide requirements to partner engineering and product teams; drive prioritization and execution across internal and external stakeholders to ensure scalable, durable solutions.
• Gather investigator and stakeholder feedback and incorporate learnings into system design, workflow optimization, and tooling enhancements.
• Ensure fraud detection and investigation data is available, reliable, and actionable to support timely performance analysis and business decision-making.
• Evaluate application functionality, identify gaps in fraud tooling and workflows, and measure solution impact on fraud leakage, dwell time, QA performance, SLA adherence, and customer friction.
  
• Partner with Data Science and Engineering to integrate AI/ML outputs into investigation workflows and automate high-volume enforcement processes.
• Build compelling, data-backed business cases to support fraud technology investments and process improvements.
  
• Create visibility into long-term roadmaps, program progress, KPIs, and system performance through stakeholder updates and leadership communications.
• Lead, coach, and develop a team of BSA and SRO analysts; define clear ownership, performance expectations, and development plans aligned to organizational priorities.
  
• Drive cross-functional alignment to balance fraud mitigation effectiveness with customer experience considerations.
  
  

Qualifications

• Bachelor’s or Master’s degree in Computer Science, Engineering, Information Systems, Business, Criminal Justice, or related field; or equivalent relevant experience.
  
• 4+ years of experience in fraud, trust & safety, security operations, risk management, or related domain.
  
• 2+ years of experience in a Business Systems Analyst, fraud systems enablement, product systems, or technical program capacity.
  
• 2+ years of people management experience leading analysts, technical program teams, or operational specialists.
  
• Strong analytical skills and data-driven mindset with demonstrated ability to define KPIs and translate insights into business priorities.
  
• Experience developing durable roadmaps (1–3 year outlook) and decomposing strategy into system requirements across enterprise platforms and operational processes.
  
• Experience partnering with engineering teams in an agile development environment, including backlog grooming, sprint planning, and prioritization.
  
• Demonstrated ability to balance short- and long-term solutions while prioritizing high-impact work.
  
• Strong written and verbal communication skills; ability to frame technical discussions for non-technical stakeholders and senior leadership.
• Skilled at creating compelling business cases and influencing cross-functional partners within complex, matrixed organizations.
• Deep customer empathy and understanding of the balance between fraud mitigation and customer experience.
  
  
  
  
  

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position may be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit®: Careers | Benefits). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender.