Sr Manager, Fraud Operations, Investigations, & Grey Markets

Job description

**Why Sony Interactive Entertainment?** Sony Interactive Entertainment isn’t just the Best Place to Play — it’s also the Best Place to Work. Sony Interactive Entertainment (SIE) is the company behind the PlayStation brand. As a subsidiary of Sony Group Corporation, we’re part of a proud legacy of innovation and excellence. SIE is a dynamic technology company, delivering cutting-edge hardware and network services to more than 100 million people and an entertainment leader, home to some of the most beloved and recognizable intellectual properties (IP) in the world. Our role at SIE is to create and nurture the experiences under the PlayStation brand, a name synonymous with entertainment excellence and creativity. ## 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 ## At SIE, we consider several factors when setting each role’s base pay range, including the competitive benchmarking data for the market and geographic location. Please note that the base pay range may vary in line with our hybrid working policy and individual base pay will be determined based on job-related factors which may include knowledge, skills, experience, and location. In addition, this role is eligible for SIE’s top-tier benefits package that includes medical, dental, vision, matching 401(k), paid time off, wellness program and coveted employee discounts for Sony products. This role also may be eligible for a bonus package. Click [**here**](https://careers.playstation.com/benefits) to learn more. The estimated base pay range for this role is listed below. $165,400—$248,000 USD Please note, Sony Interactive Entertainment conducts background checks at the offer stage for all new employees (which may include criminal background checks for some roles) and will need to process personal information to support these checks. Please refer to our [Candidate Privacy Notice](https://www.playstation.com/legal/careers-privacy-notice/) for more information about what personal information we collect, how we use it, who we share it with, and your data protection rights. **Equal Opportunity Statement:** *Sony is an Equal Opportunity Employer. All persons will receive consideration for employment without regard to gender (including gender identity, gender expression and gender reassignment), race (including colour, nationality, ethnic or national origin), religion or belief, marital or civil partnership status, disability, age, sexual orientation, pregnancy, maternity or parental status, trade union membership or membership in any other legally protected category.* *We strive to create an inclusive environment, empower employees and embrace diversity. We encourage everyone to respond.* *Sony Interactive Entertainment is a Fair Chance employer and qualified applicants with arrest and conviction records will be considered for employment.*