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 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.
• Leverage Domain Expertise: Identify and implement transformational changes and efficiencies that simplify investigator workflows.
• Ensure Accountability: 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 Cross-Functional Alignment: 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 Business Administration, Computer Science, Engineering, or a related field
• Experience with fraud prevention systems and tools
• Experience with fraud analytics and data analysis
• Experience with fraud risk assessment and mitigation strategies
• Experience with fraud detection and prevention techniques
• Experience with fraud management policies and procedures
• Experience with fraud prevention and detection technologies
• Experience with fraud prevention and detection processes
• Experience with fraud prevention and detection systems
• Experience with fraud prevention and detection tools
• Experience with fraud prevention and detection workflows
• Experience with fraud prevention and detection workloads
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• Experience with fraud prevention and detection workloads
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