Manager, Fraud Operations

About the role

The Fraud Operations Manager leads and develops a group of people leaders and Individual Contributors (ICs) across multiple, specialized teams/pods. They define and execute a strategy to improve team function and drive scalable efficiency. Key responsibilities include:

• Lead, coach, and develop a group of people leaders and Individual Contributors (ICs)
• 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
• 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 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

Requirements include:

• 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

Qualifications include:

• Master's degree in Business Administration, Computer Science, Information Systems, or a related field
• Experience with fraud management systems and tools
• Experience with fraud prevention techniques and strategies
• Experience with fraud detection algorithms and models
• Experience with fraud risk assessment and mitigation
• Experience with fraud prevention policies and procedures
• Experience with fraud investigation and analysis
• Experience with fraud reporting and documentation
• Experience with fraud prevention training and education

Skills

Skills include:

• Strong analytical and problem-solving skills
• Excellent communication and interpersonal skills
• Strong leadership and coaching skills
• Strong project management and organizational skills
• Strong attention to detail and accuracy
• Strong ability to manage multiple priorities and deadlines
• Strong ability to work independently and as part of a team
• Strong ability to communicate effectively with stakeholders at all levels
• Strong ability to manage and motivate a team
• Strong ability to analyze and interpret data
• Strong ability to develop and implement strategies
• Strong ability to collaborate with cross-functional teams
• Strong ability to manage risk and mitigate potential issues
• Strong ability to communicate effectively with stakeholders
• Strong ability to manage and motivate a team
• Strong ability to develop and implement strategies
• Strong ability to collaborate with cross-functional teams
• Strong ability to manage and mitigate risks
• Strong ability to communicate effectively with stakeholders
• Strong ability to manage and motivate a team
• Strong ability to develop and implement strategies
• Strong ability to collaborate with cross-functional teams
• Strong ability to manage and mitigate risks
• Strong ability to communicate effectively with stakeholders
• Strong ability to manage and motivate a team
• Strong ability to develop and implement strategies
• Strong ability to collaborate with cross-functional teams
• Strong ability to manage and mitigate risks
• Strong ability to communicate effectively with stakeholders
• Strong ability to manage and motivate a team
• Strong ability to develop and implement strategies
• Strong ability to collaborate with cross-functional teams
• Strong ability to manage and mitigate risks
• Strong ability to communicate effectively with stakeholders
• Strong ability to manage and motivate a team
• Strong ability to develop and implement strategies
• Strong ability to collaborate with cross-functional teams
• Strong ability to manage and mitigate risks
• Strong ability to communicate effectively with stakeholders
• Strong ability to manage and motivate a team
• Strong ability to develop and implement strategies
• Strong ability to collaborate with cross-functional teams
• Strong ability to manage and mitigate risks
• Strong ability to communicate effectively with stakeholders
• Strong ability to manage and motivate a team
• Strong ability to develop and implement strategies
• Strong ability to collaborate with cross-functional teams
• Strong ability to manage and mitigate risks
• Strong ability to communicate effectively with stakeholders
• Strong ability to manage and motivate a team
• Strong ability to develop and implement strategies
• Strong ability to collaborate with cross-functional teams
• Strong ability to manage and mitigate risks
• Strong ability to communicate effectively with stakeholders
• Strong ability to manage and motivate a team
• Strong ability to develop and implement strategies
• Strong ability to collaborate with cross-functional teams
• Strong ability to manage and mitigate risks
• Strong ability to communicate effectively with stakeholders
• Strong ability to manage and motivate a team
• Strong ability to develop and implement strategies
• Strong ability to collaborate with cross-functional teams
• Strong ability to manage and mitigate risks
• Strong ability to communicate effectively with stakeholders
• Strong ability to manage and motivate a team
• Strong ability to develop and implement strategies
• Strong ability to collaborate with cross-functional teams
• Strong ability to manage and mitigate risks
• Strong ability to communicate effectively with stakeholders
• Strong ability to manage and motivate a team
• Strong ability to develop and implement strategies
• Strong ability to collaborate with cross-functional teams
• Strong ability to manage and mitigate risks
• Strong ability to communicate effectively with stakeholders
• Strong ability to manage and motivate a team
• Strong ability to develop and implement strategies
• Strong ability to collaborate with cross-functional teams
• Strong ability to manage and mitigate risks
• Strong ability to communicate effectively with stakeholders
• Strong ability to manage and motivate a team
• Strong ability to develop and implement strategies
• Strong ability to collaborate with cross-functional teams
• Strong ability to manage and mitigate risks
• Strong ability to communicate effectively with stakeholders
• Strong ability to manage and motivate a team
• Strong ability to develop and implement strategies
• Strong ability to collaborate with cross-functional teams
• Strong ability to manage and mitigate risks
• Strong ability to communicate effectively with stakeholders
• Strong ability to manage and motivate a team
• Strong ability to develop and implement strategies
• Strong ability to collaborate with cross-functional teams
• Strong ability to manage and mitigate risks
• Strong ability to communicate effectively with stakeholders
• Strong ability to manage and motivate a team
• Strong ability to develop and implement strategies
• Strong ability to collaborate with cross-functional teams
• Strong ability to manage and mitigate risks
• Strong ability to communicate effectively with stakeholders
• Strong ability to manage and motivate a team
• Strong ability to develop and implement strategies
• Strong ability to collaborate with cross-functional teams
• Strong ability to manage and mitigate risks
• Strong ability to communicate effectively with stakeholders
• Strong ability to manage and motivate a team
• Strong ability to develop and implement strategies
• Strong ability to collaborate with cross-functional teams
• Strong ability to manage and mitigate risks
• Strong ability to communicate effectively with stakeholders
• Strong ability to manage and motivate a team
• Strong ability to develop and implement strategies
• Strong ability to collaborate with cross-functional teams
• Strong ability to manage and mitigate risks
• Strong ability to communicate effectively with stakeholders
• Strong ability to manage and motivate a team
• Strong ability to develop and implement strategies
• Strong ability to collaborate with cross-functional teams
• Strong ability to manage and mitigate risks
• Strong ability to communicate effectively with stakeholders
• Strong ability to manage and motivate a team
• Strong ability to develop and implement strategies
• Strong ability to collaborate with cross-functional teams
• Strong ability to manage and mitigate risks
• Strong ability to communicate effectively with stakeholders
• Strong ability to manage and motivate a team
• Strong ability to develop and implement strategies
• Strong ability to collaborate with cross-functional teams
• Strong ability to manage and mitigate risks
• Strong ability to communicate effectively with stakeholders
• Strong ability to manage and motivate a team
• Strong ability to develop and implement strategies
• Strong ability to collaborate with cross-functional teams
• Strong ability to manage and mitigate risks
• Strong ability to communicate effectively with stakeholders
• Strong ability to manage and motivate a team
• Strong ability to develop and implement strategies
• Strong ability to collaborate with cross-functional teams
• Strong ability to manage and mitigate risks
• Strong ability to communicate effectively with stakeholders
• Strong ability to manage and motivate a team
• Strong ability to develop and implement strategies
• Strong ability to collaborate with cross-functional teams
• Strong ability to manage and mitigate risks
• Strong ability to communicate effectively with stakeholders
• Strong ability to manage and motivate a team
• Strong ability to develop and implement strategies
• Strong ability to collaborate with cross-functional teams
• Strong ability to manage and mitigate risks
• Strong ability to communicate effectively with stakeholders
• Strong ability to manage and motivate a team
• Strong ability to develop and implement strategies
• Strong ability to collaborate with cross-functional teams
• Strong ability to manage and mitigate risks
• Strong ability to communicate effectively with stakeholders
• Strong ability to manage and motivate a team