Job Description

The Manager, Fraud Prevention will liaise directly with TuneCore artists, TuneCore’s store partners, and a number of internal teams for all issues related to streaming and financial fraud. They will be responsible for managing the day-to-day operations of the Fraud Prevention team, and work collaboratively with TuneCore’s Legal, Product, Artist Support, and other Operations teams to ensure the integrity of our processes, policies, and procedures.

Additionally, they will be responsible for assisting and leading activities around account investigations, abnormal or suspicious account activity relating to account takeover and distribution, monitoring streaming reports for trends of abuse, managing withdrawals, and chargebacks.

The ideal candidate should be a seasoned operations professional with demonstrated experience managing/leading teams and working directly with clients, and has a deep knowledge of process, policy, and procedure with experience in fraud or trust & safety in the music industry. They are a strategic thinker, but can also roll up their sleeves, dig in and support the team to get the job done.

Salary Range: $85,000-90,000

Specific Duties:

• Identify trends and key insights to help minimize fraud, including but not limited to reports of artificial streaming or streaming fraud/abuse, suspicious account creation, copyright infringement.
• Research investigate patterns to prevent unsanctioned activity.
• Communicate with customers, partners, and third parties via email and phone regarding suspicious activity/inquiries, addressing issues with speed and efficiency and ensuring that queues in Zendesk are closely monitored.
• Handle escalations and questions from Fraud Prevention Specialists.
• Assist with reviewing customer withdrawal requests and evaluate withdrawals for suspicious and malicious activity.
• Train new agents on fraud prevention and monitoring concepts and procedures, and work with management on developing and refining strategies to support organic growth with limited resources, increase efficiency of the team and processes, and expand our coverage to new products and needs.
• Provide reporting on customer and product issues.
• Work with a team on special projects as needed.
• Report technical and communication issues in order to better service TuneCore artists.
• Maintain accurate SOP documentation of all activity.
• Perform other duties as assigned by management

Knowledge/Certifications:

• Strong proficiency with Excel and Google Sheets
• Strong attention to detail
• Ability to analyze trends and data
• Very strong communications skills: written, verbal and interpersonal
• Can manage time effectively and prioritize workload
• Discerning eye and ear for audio and visual content and meticulous attention to detail
• The ability to work well independently, and as part of a team
• Understanding of the digital music industry, including familiarity with digital music services
• Extensive music knowledge and a willingness to keep up to date with current music trends (i.e., will study the charts every Monday morning)
• A self-starter and quick learner with a strong desire to excel and flexibility to succeed in innovative, sometimes ambiguous situations

Additional Information

Equipment Operations:

• Zendesk
• SQL
• Various store CMS platforms (Spotify, YouTube, iTunes, etc.)
• Google Suite
• Microsoft Suite
• Tableau
• Various payment processors (Braintree, PayPal, etc.)
• Slack
• Jira

Direct Reports

Yes

Other Duties

Please note this job description is not designed to cover or contain a comprehensive list of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:

• While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to fingers, handle or feel; and reach with hands and arms.
• This position requires the ability to occasionally lift office products and supplies, up to 20 pounds.

Relations with Others:

• Artist Support
• Operations
• Artist & Partner Relations
• Finance
• Product
• Technology

Qualifications

• 3+ years of experience working in a Fraud Prevention, Fraud Detection, or Trust & Safety role.
• 1-2 years of experience leading and developing high-functioning teams.
• Experience building and executing against team goals.
• Experience with structural process analysis and problem-solving.
• At least one year of experience working in an office and/or customer service in-person, via telephone, and/or via email.

Education:

• BA/BS preferred.

Additional Information

Our Values:

TuneCore is a team of creators, for creators. Our mission is to support our artists and labels at every stage of their careers. Our driving forces are respect, expertise, fairness, and transparency and our values include collaboration and innovation. As global citizens, we believe that if we build more diverse, equitable and inclusive teams across our company, we will collectively create and offer more innovative solutions and better serve our artists, labels, partners, and employees.

We strive to build a company that reflects the communities we serve and embraces the diversity of the world we live in, where each person’s unique perspective is valued, and where everyone has the same opportunities and is supported in their personal and professional growth. From our hiring practices to the culture we create and nurture, we are committed to listening, learning and evolving. Our goal is to make TuneCore an inspirational place that feels comfortable and familiar no matter how you look, where you call home, who you love, what you believe, or what’s on your playlist.

CSR Strategy: Shaping Music for Good

Our core values are put into action through Shaping Music for Good, Believe and TuneCore’s global corporate social responsibility strategy, integrated at all levels of the company and at the heart of our business model.

We strive to shape the music industry for good by building trusting relationships with artists and partners, investing in the growth and talent development of our local markets, and empowering our community to positively impact society. We work to achieve progress on our core priorities: gender equity, diversity, equity & inclusion, environmental sustainability, and wellness for our employees, artists, and industry partners.

Shapers Program
Employees have the opportunity to join the Shapers Program, a resource group made up of teammates who want to dedicate their time and skills to Shaping Music For Good initiatives. Shapers develop action plans, educate teammates, support the implementation of programs, and inspire action within the organization on causes and issues that align with TuneCore and Believe’s SMFG priorities.

BE THE CHANGE

As part of our commitment to gender equity in the industry, TuneCore and Believe partnered with leading entertainment and media analysis research firm MIDiA Research in 2021 for a groundbreaking study on the underrepresentation of female creators in the music industry.

For the third annual study, BE THE CHANGE: Gender Equality in Music, Believe and TuneCore engaged entertainment data and insights company Luminate to lead the research for the study and expand its scope. With over 1600 respondents from 109 countries, this year’s study includes an increased focus on global reach and adopts an intersectional approach that accounts for respondents’ ethnicity, sexual orientation, disability status, parental status, location, and age among other factors.

Our intent for this study is to inspire meaningful change in the industry.

Recognition and Awards:

2023:

• Fast Company's 10 Most Innovative Companies in Music list (#3, Music Category)

• Billboard Women in Music List: Andreea Gleeson, CEO

• Billboard Indie Power Players List: Andreea Gleeson, CEO

• Billboard's International Power Players List, Andreea Gleeson, CEO

2022:

• Top 50 Crain's Best Places to Work in NYC

• Music Week's International Woman of the Year: Andreea Gleeson, CEO

• Variety's New York Women's Impact Report: Andreea Gleeson, CEO

• Billboard Indie Power Players List: Andreea Gleeson, CEO

• Billboard's International Power Players List, Andreea Gleeson, CEO

2021:

• Billboard 2021 International Power Players List: Andreea Gleeson, CEO

• Billboard 2021 Indie Power Players List: Andreea Gleeson, CEO and Matt Barrington, Chief Financial & Strategy Officer

Benefits & Perks: At TuneCore we’re committed to the well-being of our employees and aim to create a workplace that fosters both personal and professional growth. Our inclusive benefits include, but are not limited to:

• Paid Time Off including vacation, holidays, paid bereavement, and unlimited paid sick days, “Wellness Fridays” year-round (close at 1pm on Fridays), week-long company-wide week off between Christmas and New Years - every employee needs time to take care of themselves and their family.

• Universal Paid Parental Leave for both parents - because we know your newest family member(s) deserve your undivided attention.

• Comprehensive health, vision, dental, FSA and dependent care from day 1 of employment - Your health comes first.

• 401k match - an investment in your future.

• Student loan repayment program

• Company wide events, outings and volunteer days – we have team spirit and know how to have fun!

• Hybrid Work - employees have the option to work predominantly remotely and work from the office 7 days per month on a flexible schedule organized at the department level, in accordance with Company policies.

• Learning and development opportunities and career development trainings – We believe in promoting and growing our leadership from within the company and proactively invest in our people.

• Exclusive employee free distribution subscription – to ensure you experience the magic of releasing music worldwide (and give us valued feedback!).

• Free concert tickets to TuneCore artist’s shows – Giving our teams a front row seat to the music we distribute worldwide and support our incredible artists while we’re at it.

TuneCore and Believe are Equal Opportunity Employers. We celebrate diversity and are committed to creating an inclusive work environment. We encourage applicants of all backgrounds to apply. All your information will be kept confidential according to EEO guidelines.