Fraud Operations Manager

📋 Description

• Build and manage the end-to-end fraud operations workflow, including case routing, prioritization
• Manage, coach, and develop a team of Fraud Analysts — covering workload allocation, case quality
• Establish and own operational SLAs, queue health metrics, case aging targets, analyst productivity
• Oversee fraud BPO and outsourced operations partners, including onboarding, training, quality
• Identify bottlenecks and repetitive manual steps in the investigation process, then work with
• Partner with Fraud Strategy, Data Science, and Compliance to translate operational findings and

🎯 Requirements

• 7+ years of hands-on experience in fraud, financial crimes, payments, risk, or trust and safety
• 3+ years of direct people management experience, including managing fraud investigators or analysts
• Demonstrated experience building or significantly rebuilding fraud operations workflows
• Deep working knowledge of fraud investigations and common fraud typologies, including account
• Experience managing high-volume operational queues with clear metrics, SLAs, and QA/QC processes
• Strong analytical mindset — able to use case data and operational metrics to spot patterns

🎁 Benefits

• Competitive salary & equity
• Unlimited PTO
• Full Health, Vision, & Dental coverage
• 401k match
• Hardware setup: new MacBook Pro, big display, & accessories