Lowe’s is seeking an Online Fraud and Retail Crime Manager to provide leadership and investigative expertise for fraud, scam, and theft investigations across our stores, call centers, and online platforms. You will manage programs to mitigate risk, develop cases, and collaborate with law enforcement and internal teams to reduce losses.
What You'll Do
- Manage, direct, and follow up on all people and programs centered around theft and fraud cases to maximize case resolution, facilitate recovery of assets, and minimize liability.
- Provide leadership and guidance on organized retail crime activity both in-store and online, as well as internal theft issues.
- Indirectly manage field associates’ investigations practices to maximize case resolution while mitigating loss.
- Train store and field AP teams on identification of organized retail crime activity using fraud technology, remote camera systems, case management systems, and behavioral cues.
- Analyze reporting to identify organized retail crime theft patterns and develop strategies to effectively reduce losses.
- Utilize case management database to initiate Master Case Files and External Theft Bulletins, reviewing and linking incidents to build cases.
- Coordinate external focuses by using the TDA function to generate actionable reporting and drive case closure through safe apprehension.
- Develop and produce reporting to identify and investigate Organized Retail Crime and Internal cases.
- Manage and prioritize multiple cases to ensure timely resolution within procedural guidelines.
- Communicate daily and weekly with the Director of Retail Crime and Fraud, Regional Investigators, and field team regarding case updates.
- Build relationships with store LP personnel and management to practice self-leadership and promote learning.
- Foster an environment of collaboration throughout assigned US stores, call centers, and SSC locations.
- Conduct weekly reviews of Red Files and provide feedback and Mandatory Reporting as needed.
- Build relationships and communicate with law enforcement personnel and prosecution authorities at local, state, and federal levels.
- Attend local or state ORCA or Retail AP meetings to build relationships with other retail Asset Protection personnel.
- Provide feedback to the Regional Investigator and DAPSM team for continuous improvement on processes, programs, and resources.
- Mitigate liability and risks by developing fraud rules and manually reviewing orders in the fraud application.
- Conduct or assist in interviewing organized retail crime, fraud, and internal theft cases.
- Engage with and provide recommendations to Lowe’s Identity & Security teams to mitigate risk in security/fraud platforms.
What We're Looking For
- Bachelor’s Degree or equivalent experience.
- 5 years’ experience with investigations, working with law enforcement, and case prosecutions.
- 5 years’ experience in multi-store retail or equivalent.
- Intermediate skills in Microsoft Office (Excel, Outlook, etc.).
- Demonstrated experience analyzing data.
- Experience in using physical security systems (CCTV, EAS, etc.).
- Demonstrated experience analyzing business documents (P&L, exception reports, etc).
- Demonstrated experience conducting retail investigations.
- Experience conducting quality reviews/audits.
Nice to Have
- 5 years’ leadership experience with direct report responsibility.
- Certified Forensic Interviewer (CFI).
- Loss Prevention Certified (LPC).
- Certified Interview and Interrogation – Wicklander-Zulawski.
Technical Stack
- Microsoft Office (Excel, Outlook, etc.)
- Case management database
- Fraud technology
- Remote camera systems
- Fraud application
Team & Environment
You will provide direct leadership and management, indirectly manage field associates’ investigations practices, and collaborate with teams including Legal, PR, Executive Customer Care, AR, HR, industry organizations, and law enforcement. This role reports to the Director of Retail Crime and Fraud.
Benefits & Compensation
- Annual salary range: $72,400.00 - $120,900.00
- Lowe’s supports communities through programs focused on creating safe, affordable housing, improving community spaces, helping to develop the next generation of skilled trade experts, and providing disaster relief.
Work Mode
This position is based locally within the United States.
Lowe’s is an equal opportunity employer and administers all personnel practices without regard to race, color, religious creed, sex, gender, age, ancestry, national origin, mental or physical disability or medical condition, sexual orientation, gender identity or expression, marital status, military or veteran status, genetic information, or any other category protected under federal, state, or local law.
