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, providing ongoing feedback, performance management, and career development to build long-term organizational capability.
• Drive Team Performance: Use key metrics like productivity, quality, customer outcomes, and service levels to foster a high-performing, engaged team environment that operates effectively in a fast-paced, evolving environment.
• Foster High-Performance Culture: Partner with recruiting to hire, onboard, and retain top talent. 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.
• 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. Drive operational excellence by leveraging domain expertise to identify and implement transformational changes and efficiencies that simplify investigator workflows.
• Translate Business Goals: Translate 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 Escalation Point: 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.

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 Computer Science, Data Science, Finance, or a related field
• Experience with fraud analytics and risk assessment tools
• Strong analytical and problem-solving skills
• Excellent interpersonal and communication skills
• Ability to manage multiple priorities and deadlines

Skills

• Leadership and Management
• Strategic Planning
• Risk Management
• People Management
• Operational Excellence
• Customer Service
• Technology Integration
• Data Analysis
• Change Management
• Team Collaboration

Benefits

• Base Pay Range: $115,000 - $165,000 per year (USA, all other U.S. states)
• Equity Compensation
• Flexible Spending Wallets
• Competitive Vacation and Holiday Schedules
• Employee Stock Purchase Plan (ESPP)
• 100% Subsidized Medical Coverage, Dental, and Vision for you and your dependents
• Remote Work Option