We’re seeking a CX Manager to lead strategy and operations in Compensation, Fraud & Abuse Prevention, and Merchant Accountability. In this high-impact role, you’ll be responsible for designing systems and processes that ensure fairness in compensation, protect the platform from abuse, and drive merchant compliance. Your work will balance customer-centricity with operational rigor, leveraging data, automation, and policy to manage complex risk scenarios and improve platform integrity.

🛠 What You’ll Get Your Hands On

Compensation Strategy & Governance

• Design, implement, and continuously optimize Snoonu’s customer and merchant compensation policies.
• Ensure compensation guidelines are scalable, fair, data-informed, and aligned with business goals.
• Monitor trends in support compensation and develop controls to reduce unnecessary payouts.

Fraud & Abuse Prevention

• Partner with Data, Product, and Support teams to detect, investigate, and mitigate fraudulent activity across customers, riders, and merchants.
• Build and maintain rule-based and machine learning-supported frameworks to identify abuse patterns.
• Develop response protocols and dashboards to monitor abuse KPIs and operational triggers in real time.

Merchant Accountability & Experience

• Define and enforce merchant accountability frameworks to improve reliability, order quality, and compliance.
• Collaborate with Commercial, Legal, and Operations teams to design fair escalation and penalty systems.
• Implement scorecards and audits to measure and incentivize merchant performance.

Cross-functional Strategy & Influence

• Serve as the voice of integrity in decision-making forums involving product, policy, or customer-facing workflows.
• Lead cross-functional working groups to operationalize fraud risk, accountability policies, and compensation processes.
• Ensure alignment with legal, regulatory, and ethical standards.

Data-Driven Governance

• Use SQL and BI tools to identify risks, measure impact, and drive continuous improvements.
• Conduct root-cause analyses and A/B tests on compensation and fraud interventions.
• Build frameworks for evaluating fairness, financial impact, and CX outcomes of your programs.

🧙‍♂️ The Magic You Bring

• 7+ years of experience in strategy, risk, operations, or policy roles in fast-paced, customer-facing organizations.
• 3+ years of experience directly managing compensation strategies, fraud prevention, or abuse mitigation workflows.
• Strong understanding of platform trust & safety, policy enforcement, and accountability frameworks.
• Proficiency in SQL and comfort working with large data sets to drive decision-making.
• Experience working with CX and case management platforms (e.g., Zendesk, Salesforce).
• Strong analytical, communication, and stakeholder management skills.
• A customer-obsessed mindset with a pragmatic approach to risk and scalability.

✨ Bonus Points If You Have

• Experience in marketplace, e-commerce, or last-mile logistics environments.
• Exposure to fraud detection systems, risk scoring, or compliance policy design.
• Familiarity with financial compensation models and customer satisfaction metrics (e.g., CSAT, NPS).