Senior Manager of Detection Operations

Reporting to the Director of Detection Operations, this role serves as a ‘first amongst peers’ providing leadership support to Operations staff.

About the role

The Senior Manager of Detection Operations is responsible for the daily execution of the Internal Fraud Center of Excellence (IFCOE) Internal Fraud alert review and referral processes. This role identifies, reviews, and escalates potential incidents of internal fraud, misconduct, or policy violations, conducting preliminary assessments of internal fraud alerts, business referrals, and data-driven findings to determine appropriate referral for investigation. The position ensures timely, accurate, and confidential handling of sensitive matters, playing a critical role in protecting the organization's assets, reputation, and compliance posture.

Responsibilities

• Review and analyze potential internal fraud incidents identified through monitoring reports and business referrals.
• Conduct initial assessments to determine credibility, severity, and appropriate escalation and/or referral paths.
• Prepare clear and well-documented alert summaries and supporting materials for referral to investigations.
• Maintain accurate case records in accordance with internal policies, regulatory requirements, and quality standards.
• Identify trends, patterns, or emerging risks related to internal fraud or misconduct.
• Collaborate with cross-functional teams to ensure proper handling and resolution of referred alerts.
• Ensure strict confidentiality and objectivity when handling sensitive colleague-related matters.
• Support continuous improvement of fraud detection and referral processes.
• Ensure operational coverage, service level adherence, and timely escalation of high-risk incidents.
• Support the VP of Detection, Reporting, and QA to operationalize new rules, thresholds, and models into monitoring systems.
• Contribute to reporting on detection effectiveness and operational performance.
• Partner with investigations on case referrals and feedback loops to refine detection quality.

Qualifications

• 10+ years of experience in fraud operations, monitoring, or security operations.
• Calm and decisive under pressure with the ability to prioritize actions for the benefit of the organization.
• Initiative and bias for action, with a focus on getting things done.
• Proven ability to extend and maintain strong relationships in a complex, multi-national corporation.
• Strong problem solver with the ability to use analytical methods to affect change.
• Effective organizational skills, including attention to detail, and the ability to collaborate and influence in a matrixed environment.
• Deep understanding of fraud monitoring tools, insider threat detection, and case management systems.
• Strong knowledge of internal fraud typologies and insider risk behaviors.
• Proven track record of managing global operations teams.
• Strong collaboration skills with Technology, CEG, Legal, and risk oversight functions.
• Experience with operational KPIs, back-office case and SLA management, and executive reporting.
• Employment eligibility to work with American Express in the United States (company will not pursue visa sponsorship for this position).

Benefits

• Competitive base salaries and bonus incentives.
• 6% Company Match on retirement savings plan.
• Free financial coaching and financial well-being support.
• Comprehensive medical, dental, vision, life insurance, and disability benefits.
• Flexible working model with hybrid, onsite, or virtual arrangements depending on role and business need.
• 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption, or surrogacy.
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location).
• Free and confidential counseling support through the Healthy Minds program.
• Career development and training opportunities.