Director of Fraud & Compliance Operations
About the role
We're seeking a Director of Fraud & Compliance Operations to lead our strategic vision and operational execution for fraud prevention and regulatory compliance. This role involves working across Product, Engineering, Legal, Support, and carrier relationships. Reporting directly to leadership, you'll be a key voice in managing risk as we grow.
Responsibilities
Own the fraud strategy across our tooling, review queues, and data pipelines.
Work closely with the data team to build, test, and tune detection rules, balancing catch rate against false positive impact.
Monitor queue performance daily and drive continuous improvement across automation and manual review workflows.
Be the final call on complex, high-stakes cases, including compromised accounts, carrier-level violations, and high-value customer escalations.
Apply a consistent, policy-anchored framework while maintaining the judgment to know when to extend grace and when to be firm.
Maintain Quo's compliance posture across TCPA, A2P 10DLC/carrier compliance, SHAFT content policy, STIR/SHAKEN, CCPA/CPRA, and evolving state-level telecom regulations.
Translate regulatory updates into operational action before they become issues.
Develop and enforce policies across the platform.
Conduct root cause analysis on escalated incidents and maintain Quo's standing as a trusted, proactive compliance partner.
Partner with Legal on regulatory inquiries, subpoena responses, and policy interpretation.
Work with Product and Engineering on compliance-relevant features.
Collaborate with Support and CS on customer-facing compliance communications and high-value account handling.
Requirements
8+ years in fraud operations, financial crimes compliance, trust & safety, or telecom compliance, with at least 3 years in a leadership role managing a team.
Hands-on experience with fraud tooling (ideally Sift or comparable platforms) and data-driven rule management.
Deep familiarity with at least one of the following regulatory frameworks: TCPA, A2P 10DLC/carrier compliance, SHAFT content policy, AML/KYC, or financial crimes compliance.
Demonstrated ability to make high-quality decisions under uncertainty on complex, ambiguous cases.
Strong written communication—corresponding with ecosystem partners, responding to regulatory inquiries, and setting the tone for customer communications.
Experience managing BPO or distributed operations teams.
Preferred
Direct experience in a telecom, CPaaS, or VoIP compliance context—or significant experience as a carrier or telephony ecosystem partner.
Familiarity with SQL or data tools (Snowflake, dbt) for monitoring and investigation.
Experience with content classification, AI-assisted fraud detection, or LLM-based tooling in a compliance workflow.
Experience working in a high-growth startup or scale-up environment where the program was still being built.
Compensation
The annual base salary range for this position is as follows, plus equity and benefits:
- SF Bay Area, Los Angeles, Seattle, Portland, Boston, New York, and Washington, DC Metro: $198,000 - $233,000 USD
- All other US Locations: $178,000 - $210,000 USD
- Canada: $175,000 - $206,000 CAD