Senior Manager, Fraud Operations, Investigations & Grey Markets

San Diego, CA  or San Mateo, CA

Role Overview

As the Senior Manager, Fraud Operations, Investigations & Grey Markets, you will lead a global team responsible for fraud investigations, operational risk mitigation, and grey market enforcement across the PlayStation ecosystem. You will drive operational excellence, develop investigative capabilities, and partner across Fraud Strategy, Data Science, Product, Commerce, Customer Experience, Legal, and Trust & Safety to identify emerging threats and implement scalable controls.

This role requires a strategic leader who can balance operational effectiveness, customer experience, and business growth while building high-performing teams and programs. You will oversee complex investigations, establish operational frameworks, and develop proactive strategies to combat fraud abuse, account compromise, reseller abuse, entitlement exploitation, and grey market activity.

What You’ll Be Doing

• Lead and develop a global team responsible for fraud and abuse monitoring, investigations, and grey market enforcement across the PlayStation ecosystem.
• Oversee fraud and abuse detection, monitoring, and investigative programs to identify and mitigate account compromise, payment fraud, entitlement abuse, reseller activity, and other emerging threats.
• Own chargeback operations and dispute management strategies, partnering with Payments, Data Science, and external partners to optimize recovery rates, reduce fraud losses, and improve customer outcomes.
• Drive PlayStation's grey market strategy by identifying unauthorized reseller activity, promotional abuse, and marketplace manipulation, while implementing effective mitigation and enforcement actions.
• Partner with cross-functional teams to develop scalable fraud and abuse prevention strategies and operational controls.
• Translate operational insights and investigative findings into policies, automation opportunities, and product enhancements that reduce risk while preserving customer experience.
• Establish and manage operational KPIs, service levels, and quality standards to drive team performance, operational excellence, and measurable business impact.
• Provide executive reporting on fraud trends, emerging risks, operational performance, and strategic initiatives.
• Lead workforce planning, process improvement, and capability development to ensure the organization can effectively address evolving fraud threats at scale.

What We’re Looking For

• 12+ years of experience in fraud operations, investigations, trust & safety, chargeback operations, or a related field.
• 5+ years of people leadership experience.
• Proven experience building and scaling fraud operations, investigations, chargeback management, and risk programs in a digital commerce, marketplace, fintech, gaming, or technology environment.
• Deep understanding of fraud typologies, account security, payment fraud, chargeback and dispute management, digital commerce abuse, and grey market activity.
• Demonstrated success leading cross-functional initiatives and influencing stakeholders across partner teams.
• Strong analytical, operational, and strategic problem-solving skills, with the ability to translate data and insights into business outcomes.
• Exceptional communication and executive presentation skills.
• Bachelor's degree or equivalent experience in Business, Finance, Economics, Computer Science, or a related field.

Preferred Skills

• Experience in gaming, digital entertainment, eCommerce, or subscription-based businesses.
• Experience leading global teams and driving operational transformation through automation and technology.
• Japanese language skills