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 role leads and develops people leaders and Individual Contributors (ICs) and is accountable for defining and executing a strategy to improve team function and drive 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 Broader Business Goals: Provide clear, transparent communication to ensure operational alignment and 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 Computer Science, Business Administration, Finance, or a related field.
• Experience with fraud prevention systems and tools.
• Knowledge of regulatory requirements and compliance standards.
• Experience with fraud analytics and data-driven decision making.
• Strong problem-solving and analytical skills.
• Excellent interpersonal and communication skills.
• Ability to manage multiple projects simultaneously.
• Experience with project management tools and methodologies.

Skills

• Strategic thinking and execution.
• People management and leadership.
• Operational excellence and process improvement.
• Customer service and satisfaction.
• Financial analysis and reporting.
• Data analysis and interpretation.
• Project management and planning.
• Technology and software proficiency.

Benefits

• Base Pay Grade - J
• Equity Grade - 6
• Simple and transparent pay structure based on a variety of factors, including location, experience, and job-related skills.
• Competitive benefits package including health care coverage, flexible spending wallets, time off, ESPP, and more.
• Remote-first company with options for remote or office-based work.
• Inclusive interview experience for all, including people with disabilities.
• Reasonable accommodations provided to candidates in need of individualized support during the hiring process.
• Comprehensive benefits package including health care coverage, flexible spending wallets, time off, ESPP, and more.
• Reasonable accommodations provided to candidates in need of individualized support during the hiring process.
• San Francisco Fair Chance Ordinance and Los Angeles Fair Chance Initiative for Hiring Ordinance compliance.