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 team performance.

Responsibilities

• Lead & Develop Talent:
  • Lead, coach, and develop a group of people leaders and Individual Contributors (ICs) across multiple, specialized teams/pods.
  • Provide ongoing feedback, performance management, and career development to build long-term organizational capability.
  • 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:
  • 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 to identify and implement transformational changes and efficiencies that simplify investigator workflows.
  • 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 operational excellence by translating 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

• 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.
• Able 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, Data Science, or a related field.
• Experience with fraud analytics and risk assessment tools.
• Strong understanding of regulatory requirements and compliance standards.
• Excellent problem-solving and analytical skills.
• Ability to manage multiple priorities and adapt to changing environments.

Skills

• Strategic thinking and execution.
• People management and leadership.
• Operational excellence and process improvement.
• Communication and collaboration.
• Technology proficiency (e.g., scripting, querying languages).

Benefits

• Base Pay Grade - J Equity Grade - 6
• Base Pay Range: $115,000 - $165,000 per year (USA)
• Equity Compensation
• Flexible Spending Wallets
• Time Off
• Employee Stock Purchase Plan (ESPP)
• Health Care Coverage
• Dental and Vision Insurance
• Subsidized Medical Coverage
• Remote Work Option
• Comprehensive Benefits Package