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. The role involves 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, providing ongoing feedback, performance management, and career development to build long-term organizational capability.
• Drive Team Performance: Use key metrics such as productivity, quality, customer outcomes, and service levels to foster a high-performing, engaged team environment that operates effectively in a fast-paced, evolving environment.
• Partner with Recruiting: 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.
• Translate Business Goals: Translate broader business goals into clear team-level objectives, providing clear, transparent communication to ensure operational alignment.
• Identify & Mitigate Issues: Proactively identify and mitigate systemic issues by looking beyond standard reporting and collaborating with cross-functional partners.
• Serve as Escalation Point: Establish robust frameworks for incident resolution and serve as the ultimate escalation point for complex merchant, user, or internal stakeholder issues.
• Research & Resolve Risk Events: Research and resolve risk events stemming from process breakdowns.

Requirements

• 6+ years of direct experience in disputes, fraud risk prevention and detection within FinTech/tech industry
• 5+ years of experience in fraud management or related people management roles, including proven experience leading managers or senior ICs
• Demonstrated success setting strategy and delivering large-scale operational change with measurable impact on efficiency, quality, and customer experience
• Strong strategic planning, risk management, and prioritization skills, with the ability to balance short-term delivery and long-term capability building
• Exceptional executive communication and influence skills, with the ability to align diverse stakeholders
• Proven experience in leading teams through major change and comfort with ambiguity
• Ability to maintain composure and act as a role model when presented with barriers or when results are not as expected
• Experience with AI project-driven initiatives (e.g., leveraging AI-enabled tools, agent assist, or automation to improve operational efficiency or knowledge management)
• Experience in Lean Six Sigma, continuous improvement practices, and/or data-driven methodologies to drive scalable efficiency
• Working knowledge of scripting & querying languages (e.g., Python, SQL) is a plus

Qualifications

• Master's degree in a relevant field (e.g., Computer Science, Data Science, Finance, etc.)
• Experience with fraud analytics and risk management tools
• Knowledge of regulatory requirements and compliance standards
• Experience with fraud prevention technologies and methodologies

Skills

• Strategic thinking and problem-solving
• Leadership and team management
• Communication and collaboration
• Data analysis and interpretation
• Project management and process improvement
• Technical proficiency with fraud prevention tools

Benefits

• Base Pay Grade - J
• Equity Grade - 6
• Total Compensation Package: Includes equity rewards, monthly stipends for health, wellness and tech spending, and benefits (including 100% subsidized medical coverage, dental and vision for you and your dependents.)
• Remote Work Option: Majority of roles are remote, with occasional requirement to work out of an Affirm office.
• Health Care Coverage: Affirm covers all premiums for all levels of coverage for you and your dependents.
• Flexible Spending Wallets: generous stipends for spending on Technology, Food, various Lifestyle needs, and family forming expenses.
• Time Off: competitive vacation and holiday schedules allowing you to take time off to rest and recharge.
• ESPP: An employee stock purchase plan enabling you to buy shares of Affirm at a discount.