Alfredo Santana
Fraud Insights Operations Team Lead at DoorDash | Customer Experience & Operations Leader | Fraud Mitigation | Team Development
- Role
- Team Lead, Fraud Insights Operations at DoorDash
- Location
- Phoenix, AZ, US
- LinkedIn followers
- 500 followers
About Alfredo Santana
Operations & Customer Experience Leader with 20+ years of progressive leadership across…
Experience
Team Lead, Fraud Insights Operations
Jul 2025 — Present · Tempe, AZ, US
Lead a team of Fraud Operations Specialists focused on detecting, investigating, and resolving fraud-related cases across the DoorDash platform.• Build team structure and performance routines, including Weekly Business Reviews (WBRs), case volume monitoring, and SLA tracking to ensure timely fraud resolution.• Drive early impact by implementing onboarding shadow sessions, 1:1 coaching, and performance alignment around fraud KPIs.• Partner cross-functionally with Fraud Insights, Policy, and Product teams to strengthen fraud prevention workflows and identify emerging fraud trends.• Leverage Mode, Sigma, Google Sheets, Workday, and internal fraud systems to analyze trends, track metrics, and optimize operational processes.• Foster a people-first leadership style, encouraging engagement, development, and collaboration while supporting fraud risk reduction.
Education
Pasadena City College
Liberal Arts and Sciences/Liberal Studies
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