Doug Fraser Email & Phone Number

Cupertino, California, Us

Internal Tools Product Manager on the Business Enablement Team within Apple Wallet, Payments, & Commerce.

Cupertino, California, Us

Payment Operations DRI supporting development & launch of Apple Pay Later.

ActBlue is the leading donations platform for progressive and democratic causes. Was employed as a Senior Product Manager responsible for entity on-boarding, payment processing, fraud mitigation, disbursements, financial reporting, & internal tools. While at ActBlue, led an overhaul of the organization's payment processing & entity on-boarding infrastructure leading to significantly improved relability, increased efficiency, & decreased payment processing costs. During the 2019-2020 U.S. election cycle, ActBlue was responsible for $5.1B in fundraising volume. To learn more about ActBlue, check out https://blog.actblue.com/2020/12/03/2020-election-cycle-recap/

• Managed development and launch of customer support experiences & risk mitigation for 2-3 strategic product launches at any given time.• Owned development & execution of operations & risk mitigation strategy, ensured completion of product launch deliverables, developed operational cost modeling, and provided supervision of assigned project members.• Led creation of Facebook’s Marketplace's purchase protection program, designed to support Facebook’s growing role as a major e-commerce platform.• Developed comprehensive risk mitigation & operations strategy for Facebook’s personal fundraising & non-profit donations programs enabling growth to +$1 billion in payment volume within 2 years of launch.

• Responsible for leading the Risk & Payment Operations Team’s strategy and pre-launch execution efforts for a variety of experimental payment features (Ex: Facebook Messenger Payments & Facebook Gifts). • Provided subject matter expertise to product teams early in the development process in order to ensure a strong risk and payment support strategy for each new payment feature.• Worked extensively with cross-functional teams to identify, scope, and develop the required level of operational support and risk mitigation as part of the new feature release process. • Based on projected support and risk mitigation requirements, identified tooling, infrastructure, & headcount needs for each launch.

• Led planning and implementation of operational support, feature testing, customer feedback channels, and help center content for new payment features.• Represented the voice of the user with engineering & product teams by providing quantitative product metrics and qualitative user feedback with the goal of increasing user satisfaction.• Directly supervised post-launch customer support and error reporting related to new payment features.

• Opened Facebook's first US Operations office outside of Palo Alto. • Responsible for recruiting, hiring, & training of new team members for the Risk & Payment Operations Team in Austin. Grew the team from 1 to 20+ within the first 12 months.• By 2011, with the success of our growth in Austin, the bulk of FB Risk & Payments hiring was allocated to Austin.

• Performed in-depth analysis of known fraud schemes in order to mitigate further fraudulent activity and recover lost funds in conjunction with Facebook Security & Legal Teams.• Defined, monitored and communicated key financial loss metrics to FB leadership. • Led integration of PayPal as a payment method on behalf of Facebook Ops Teams.• Implemented initial tracking of credit card authorization failures in an effort to improve payment auth rates.

• Responsible for identification, tracking, and prioritization of issues across Facebook related to user sign-up, login, and growth features. • Created and shared regular updates out to company leadership regarding high-priority issues impacting site growth.• Developed automated bug reporting flows through use of user-facing structured decision trees.• Performed investigation and management of executive escalations.