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# Owner - Fraud Communications & Customer Experience

- **Company:** A-Line Staffing Solutions
- **Location:** Westwood, MA, United States
- **Experience:** Expert
- **Salary:** $145,600.0 - $166,400.0
- **Contract:** Permanent contract
- **Skills:** Agile Methodology, Artificial Intelligence, Amazon Web Services, Interactive Voice Response, Cloud Computing, Fraud Prevention and Detection, Software Engineering, Software Requirements Analysis, Amazon Connect, Large Language Models, Customer Identity Access Management, Data Analytics
- **Published:** October 28, 2026
- **Apply:** https://jobs.alinestaffing.com/index.smpl?arg=jb_apply&POST_ID=14376522

## About the Role

We are seeking an experienced Senior Experience Owner to lead product strategy and customer experience for fraud communications across multiple customer-facing channels. This individual will own the end-to-end experience for fraud notifications and communications, including SMS, email, outbound voice, inbound interactive voice response (IVR), and future AI-enabled engagement capabilities.

The ideal candidate brings strong product management and customer experience expertise, with the ability to translate business needs into product requirements and deliver solutions in partnership with engineering, architecture, compliance, risk, operations, and business stakeholders.

Experience in banking, financial services, fraud prevention, or customer communications platforms is strongly preferred. Candidates should have the technical depth to collaborate effectively with engineering teams without needing to serve as an engineer themselves., Bachelor's degree or equivalent professional experience.
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Six or more years of experience in Product Management, Product Ownership, or Experience Ownership.
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Demonstrated experience leading customer-facing products or enterprise product initiatives.
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Experience defining product roadmaps, gathering requirements, writing user stories, and managing backlogs.
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Strong stakeholder management, communication, and executive presentation skills.
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Experience working in Agile development environments.
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Ability to collaborate across business and technology organizations and influence cross-functional teams.
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Strong analytical, problem-solving, and decision-making skills.
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Ability to translate business objectives and customer needs into actionable product requirements.

Preferred Qualifications
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Experience in fraud operations, fraud prevention, or fraud-related customer experiences.
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Banking, financial services, payments, or fintech industry experience.
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Experience with Amazon Connect or cloud-based contact center platforms.
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Experience with customer communications, notifications, messaging, or engagement platforms.
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Familiarity with SMS, email, outbound dialing, IVR, and customer notification systems.
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Experience working with AWS technologies and technical delivery teams.
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Knowledge of fraud workflows, transaction verification, customer authentication, and fraud claim processes.
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Familiarity with conversational AI, large language models (LLMs), and AI-powered customer experiences.
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Experience delivering products in highly regulated enterprise environments., The successful candidate will demonstrate a product-first mindset, strong customer focus, and the technical understanding necessary to work effectively with engineering and architecture teams., Schedule Preference: Candidates able to work effectively during Eastern Time business hours are preferred.

Candidates should be prepared to discuss their product ownership experience, examples of customer-facing products they have delivered, their approach to backlog prioritization, and how they have partnered with technical teams to bring enterprise solutions to market.

## Description

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Own and manage the Fraud Communications product roadmap, strategy, and delivery priorities.
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Define and optimize customer journeys across SMS, email, outbound voice, Amazon Connect, and emerging AI-enabled communication channels.
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Partner with Fraud Operations to improve customer experiences during suspected or confirmed fraud events.
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Define product requirements, user stories, acceptance criteria, and success measures.
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Prioritize and manage the product backlog while coordinating delivery across multiple teams.
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Collaborate with Engineering, AWS, Architecture, Compliance, Risk, Operations, and business stakeholders to deliver customer-facing capabilities.
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Improve customer experiences related to fraud alerts, transaction verification, fraud claim initiation, customer notifications, and self-service options.
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Support the deployment and optimization of communication workflows using Amazon Connect and AWS technologies.
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Identify opportunities to automate fraud communications while maintaining regulatory compliance, security, and customer trust.
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Lead discovery, requirements definition, prioritization, and execution for large enterprise product initiatives.
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Participate in production rollout planning, launch readiness, post-production monitoring, and continuous improvement.
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Use customer feedback, engagement metrics, and performance data to identify opportunities to reduce customer effort and improve outcomes., Manage complex enterprise initiatives involving multiple business and technology partners.
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Work comfortably with AWS technologies, vendors, and technical teams.
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Make data-driven decisions to improve customer engagement and product performance.
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Balance customer experience improvements with fraud prevention, security, and regulatory requirements.
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Take ownership of product outcomes from initial discovery through implementation and optimization.

This is a product leadership position, not a software engineering or fraud investigation role. Candidates should have demonstrated ownership of product strategy, requirements, prioritization, and delivery.
Success Measures
Success in this role will be measured by:
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Successful deployment of fraud communication capabilities.
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Improved customer experience during fraud events.
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Faster delivery of new communication features and enhancements.
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Increased customer engagement with self-service channels.
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High-quality product requirements and acceptance criteria.
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Strong cross-functional execution and stakeholder alignment.
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Reduced customer effort when responding to fraud alerts or resolving fraud-related issues.
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Effective automation of communication workflows while maintaining compliance and customer trust.