Fraud Operations Team Supervisor

About the team Zillow 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 role About The Role As 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 To Team Leadership & Supervision Provide day-to-day supervision to a team of Fraud Operations Consultants, assigning tasks, checking work at regular intervals, and maintaining productivity schedules Serve as the first point of escalation for team questions, complex cases, and operational blockers Coach and develop team members through regular feedback, quality reviews, and performance conversations Onboard and train new team members on fraud operations processes, tools, and policies Track and report on team output, quality metrics, and SLA adherence to management Collaborate with management to implement and refine established guidelines, procedures, and policies Identify workflow inefficiencies within the team and recommend process improvements Fraud Operations (Individual Contributor Work) Review and respond to user-generated reports regarding the accuracy, availability, and legitimacy of listings Respond to user tickets regarding listings and accounts Monitor and review listings and transactions, manage fraud filtering tools, and analyze transactional data to identify patterns of fraudulent activity Actively identify and analyze fraudulent trends and patterns to maintain the integrity of the platform Work with operations and product teams to improve internal monitoring systems Collaborate with team members to fine-tune and build internal and external policies Contact listing providers to work on account and listing issues Take a data-driven approach to identifying opportunities to improve fraud prevention policies and procedures Perform other ad-hoc tasks related to fraud operations This role has been categorized as an Office position. “Office” employees regularly work at the Zillow India office for approximately 80 to 100 percent of their time each month. Employees must live within a reasonable commuting distance of the office. Zillow has not defined a reasonable distance, and expects employees will use judgment in determining this for themselves and understand the implications re: time commitment and cost of daily commute. In addition to a competitive base pay, employees in this role are eligible for incentive compensation subject to applicable laws and relevant Zillow policies. Actual amounts will vary depending on experience, performance and location. Who you are Who You Are You have experience in a fraud operations role on an e-commerce platform, with prior supervisory or team lead experience strongly preferred You are a natural communicator who can motivate a team, deliver clear feedback, and keep people aligned on priorities You have strong data analytic skills with the ability to find, interpret, and act on data trends You are comfortable operating in a fast-paced environment with quick turnarounds and shifting priorities You have experience using various channels for delivering customer support You are an excellent analytical thinker with technical aptitude—a quick and flexible learner willing to grow in an ever-changing industry You are quick to identify fraud trends and develop solutions to mitigate them Customer service experience within a fraud department is a big advantage You are flexible to work over weekends and holidays Transferable Skills Here at Zillow, we value the experience and perspective of candidates with non-traditional backgrounds. We encourage you to apply if you have transferable skills or related experiences. Get to know us At Zillow, we’re reimagining how people move—through the real estate market and through their careers.  As the most-visited real estate platform in the U.S., Zillow helps millions of customers navigate buying, selling, financing, and renting with greater ease and confidence. Our teams in India play a critical role in building and scaling the technology, products, and operations that power this experience. Whether you’re working in tech, operations, or shared services, you’ll collaborate with global partners to solve meaningful problems and help more people make home a reality. Zillow is honored to be recognized among the best workplaces in the U.S.. Zillow was named one of FORTUNE 100 Best Companies to Work For® in 2025, and included on the PEOPLE Companies That Care® 2025 list, reflecting our commitment to creating an innovative, inclusive, and engaging culture where employees are empowered to grow. No matter where you sit in the organization, your work will help drive innovation, support our customers, and move the industry—and your career—forward, together. Zillow Group is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, maternity status, HIV status, or veteran status. Reasonable accommodations will be provided to candidates with disabilities, in accordance with applicable policies.