Audible Fraud Defense Investigations Lead, Customer Fraud

At Audible, we believe stories have the power to transform lives. It's why we work with some of the world's leading creators to produce and share audio storytelling with our millions of global listeners. We are dreamers and inventors who come from a wide range of backgrounds and experiences to empower and inspire each other. Imagine your future with us.

ABOUT THIS ROLE

As the Customer Fraud Investigation Lead for the Audible Fraud Defense Program, you will own fraud and abuse investigations on the customer side of Audible"s business. That covers payment fraud in its various forms, including chargebacks, bad debt and payment defaults, and it covers abuse of Audible"s services, such as return abuse, credit and membership abuse, and promotional and trial abuse. You will be the subject matter expert and primary point of contact for customer fraud, and you will build the investigation and enforcement capability for it rather than inherit a finished one.

A significant part of this role is net new. Audible does not have an established process for customer fraud termination appeals and the associated legal escalations, and you will design and stand it up. You will also work with product and engineering partners to turn investigative findings into targeted enforcement, and with Customer Service, Legal and Public Relations to make sure enforcement reaches customers with the right communication and the right handling when it does not land correctly.

In this role you will collaborate closely with partners and key stakeholders across Audible and Amazon to protect Audible"s integrity and trustworthiness for customers and creators alike.

As a Customer Fraud Investigation Lead, you will...

• Own investigations into customer-side fraud and abuse, including payment fraud, stolen and compromised payment instruments, chargebacks, bad debt and payment defaults, and identify the modus operandi behind them rather than resolving cases one at a time
• Investigate and mitigate abuse of Audible"s services, including return abuse, credit and membership abuse, promotional and free trial abuse, and account and subscription manipulation
• Partner with the relevant Amazon fraud, payments and risk teams on shared exposure. Bring Audible-specific patterns to them, take their intelligence back into Audible detection, and make sure Audible is represented where enforcement decisions are made centrally
• Build the process for customer fraud termination appeals and second tier review from the ground up, including intake, evidentiary standards, decision criteria and reversal paths, and work with Legal partners on escalations and litigation-track cases
• Work with product and engineering partners to translate investigative findings into targeted enforcement and controls, and specify what the enforcement needs to do, who it must not affect, and how you will know whether it worked
• Work with Customer Service, Legal and Public Relations on customer communication and response, so that enforcement decisions are explained accurately, appeals are handled consistently, and the customer impact of a false positive is contained
• Investigate review manipulation originating from customer accounts. Where review manipulation involves collusion between customer and creator accounts, or a single operation presenting as both, investigate jointly with the fraud investigation and operations lead
• Partner with the fraud investigation and operations lead on cases and modus operandi that span pillars. A single actor or organized group may operate as both a customer and a creator, and neither lead holds the full picture alone, so jointly scope those investigations, align on enforcement, and make sure detection built for one pillar accounts for the other
• Work with the risk management agents assigned to the fraud program to train them on customer fraud investigations and build the standard operating procedures they will follow, in partnership with the fraud investigation and operations lead who owns the operations framework
• Apply generative AI to your own work, integrating it into investigation and case workflow to increase the volume and speed of what a single investigator can cover, and anticipate adversarial use of it. Assume bad actors will use generative AI, synthetic identity and automation to get around Audible"s controls, and build defenses ahead of that rather than in response to it
• Conduct internal fraud and abuse investigations as needed and as appropriate, working with the relevant partners on handling and confidentiality
• Serve as the subject matter expert for customer fraud. Work with the Audible Fraud Defense program product manager on the roadmap and strategy, and with the fraud data analytics team on the metrics, dashboards and detection signals needed to find these patterns earlier
• Contribute customer fraud modus operandi to the Audible fraud MO inventory shared with other Amazon businesses

ABOUT AUDIBLE

Audible is the leading producer and provider of audio storytelling. We spark listeners' imaginations, offering immersive, cinematic experiences full of inspiration and insight to enrich our customers daily lives. We are a global company with an entrepreneurial spirit. We are dreamers and inventors who are passionate about the positive impact Audible can make for our customers and our neighbors. This spirit courses throughout Audible, supporting a culture of creativity and inclusion built on our People Principles and our mission to build more equitable communities in the cities we call home.