Fraud Operations Team Supervisor
About the teamZillow has streamlined the way people search, tour, apply, and pay rent for leased properties. Zillow’s rental listings offer our customers a variety of property types, from large-scale multifamily complexes to unique single-family homes. Simultaneously, we provide our valued partners with a complete set of digital tools to help them market their properties, identify prospective tenants, sign a lease, and collect payments—delivering a complete end-to-end online experience.Zillow Group is a strategic, mission-driven organization focused on delivering exceptional experiences and measurable outcomes. Our work spans cross-functional partnership, scalable programs and operational excellence in support of Zillow’s mission. We bring deep experience working across diverse teams in a dynamic, high-growth environment, balancing strategic thinking with hands-on execution to drive meaningful business impact. We are seeking an experienced professional to support our workforce expansion in India.About the roleAbout The RoleAs a Fraud Operations Supervisor, you will lead and develop a team of Fraud Operations Consultants on our offshore team while also contributing directly to day-to-day fraud operations work. You will be responsible for supervising team performance, ensuring quality and efficiency, and personally investigating listing-related issues and customer concerns across our national brands: Zillow, Trulia, and HotPads. This role blends hands-on fraud work with frontline supervision—you will spend a meaningful portion of your time doing the work alongside your team, and the rest ensuring they have the guidance, tools, and direction to succeed.You Will Get ToTeam Leadership & SupervisionProvide day-to-day supervision to a team of Fraud Operations Consultants, assigning tasks, checking work at regular intervals, and maintaining productivity schedulesServe as the first point of escalation for team questions, complex cases, and operational blockersCoach and develop team members through regular feedback, quality reviews, and performance conversationsOnboard and train new team members on fraud operations processes, tools, and policiesTrack and report on team output, quality metrics, and SLA adherence to managementCollaborate with management to implement and refine established guidelines, procedures, and policiesIdentify workflow inefficiencies within the team and recommend process improvementsFraud Operations (Individual Contributor Work)Review and respond to user-generated reports regarding the accuracy, availability, and legitimacy of listingsRespond to user tickets regarding listings and accountsMonitor and review listings and transactions, manage fraud filtering tools, and analyze transactional data to identify patterns of fraudulent activityActively identify and analyze fraudulent trends and patterns to maintain the integrity of the platformWork with operations and product teams to improve internal monitoring systemsCollaborate with ...