Manager, Fraud Operations

About the role

The Fraud Operations Manager plays a critical, strategic leadership role responsible for overseeing operations across multiple Fraud Operations teams and pods, including those focused on disputes and compliance work. This includes leading and developing people leaders and Individual Contributors (ICs), setting strategy, and driving scalable efficiency.

Responsibilities

• Lead & Develop Talent:
  • Lead, coach, and develop a group of people leaders and Individual Contributors (ICs) across multiple, specialized teams/pods.
  • Provide ongoing feedback, performance management, and career development to build long-term organizational capability.
  • Drive team performance using key metrics such as productivity, quality, customer outcomes, and service levels.
  • Foster a high-performing, engaged team environment that operates effectively in a fast-paced, evolving environment.
  • Partner with recruiting to hire, onboard, and retain top talent.
• Set Strategy & Own Program Performance:
  • Define and champion a clear operational strategy and roadmap to significantly improve the function, efficiency, quality, and compliance of your assigned teams/pods.
  • Leverage domain expertise to identify and implement transformational changes and efficiencies that simplify investigator workflows.
  • Ensure full accountability for service levels and productivity of assigned areas, proactively managing queue health through data-driven burn down plans to maintain a healthy buffer.
  • Drive operational excellence by translating broader business goals into clear team-level objectives, providing clear, transparent communication to ensure operational alignment.
  • Proactively identify and mitigate systemic issues by looking beyond standard reporting and collaborating with cross-functional partners.
  • Serve as the ultimate escalation point for complex merchant, user, or internal stakeholder issues, establishing robust frameworks for incident resolution.
  • Research and resolve risk events stemming from process breakdowns.