Fraud Operations Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop and oversee the comprehensive fraud operations workflow, which includes case routing, prioritization, investigation procedures, documentation standards, escalation pathways, and closure criteria.

• Lead, mentor, and cultivate a team of Fraud Analysts through effective workload distribution, case quality assessments, performance management, and continuous training.

• Define and maintain operational SLAs, queue health metrics, case aging targets, analyst productivity benchmarks, and QA/QC processes.

• Manage relationships with fraud BPO and outsourced operations partners, including their onboarding, training, quality oversight, performance evaluations, and capacity planning.

• Identify bottlenecks and manual processes in investigations and collaborate with Product and Engineering teams on process improvements, AI integration, and automation solutions.

• Collaborate with Fraud Strategy, Data Science, and Compliance teams to leverage operational insights and emerging fraud trends to enhance detection controls and escalation criteria.

• Create and present reports to Fraud leadership regarding volumes, backlog, SLAs, case outcomes, losses, customer impact, and BPO performance metrics.

• Assist with regulatory, audit, and internal review inquiries.

⛳️ Requirements

• Over 7 years of practical experience in fraud, financial crimes, payments, risk management, or trust and safety, ideally within fintech, financial services, cryptocurrency, payments, or a rapidly growing technology setting.

• More than 3 years of direct experience in people management, particularly overseeing fraud investigators or analysts.

• Proven track record of developing or significantly revamping fraud operations workflows, investigation methodologies, SOPs, and escalation frameworks from the ground up.

• Extensive knowledge of fraud investigations and common fraud types, such as account takeover, identity theft, payment fraud, first-party fraud, scams, and platform abuse.

• Experience in managing high-volume operational queues with established metrics, SLAs, and QA/QC processes, while maintaining a balance between speed, investigative quality, and customer experience.

• Strong analytical skills with the ability to utilize case data and operational metrics to identify patterns, diagnose bottlenecks, and implement process improvements.

• Experience in managing BPO or outsourced operations teams, focusing on performance management, quality standards, and escalation design.

• Capacity to function effectively in a dynamic environment where priorities may shift and processes are still being developed.

• Plus: experience with AI, machine learning, or automation tools in fraud or risk operations.

• Plus: knowledge of KYC, AML, or sanctions programs.

• Plus: background in regulated financial services, brokerage, derivatives, or payments.

• Plus: experience in implementing or enhancing case management, fraud detection, or investigation tools.

🏝️ Benefits

• Equity

• Unlimited PTO

• Comprehensive Health, Vision, & Dental coverage

• 401k matching

• Hardware setup: new MacBook Pro, large display, & accessories