Head of Fraud Operations

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

📋 Description

• Establish performance benchmarks and operational metrics for the Fraud Intelligence Team, encompassing labeling volume, quality, turnaround time, cost efficiency, SLA adherence, and downstream business impact.

• Design and execute scalable quality assurance processes, including sampling methodologies, review frameworks, feedback mechanisms, and escalation procedures.

• Revamp the team’s operational model, workflows, tooling, and structure to enhance efficiency, scalability, and business results.

• Develop an entry-level talent program that includes hiring profiles, onboarding, training, and career development for Fraud Intelligence Analysts.

• Create progression frameworks that support technical, analytical, and fraud expertise development, advancement, and internal mobility.

• Construct measurement frameworks that link team activities to fraud prevention outcomes, model enhancements, fraud detection improvements, typology development, and customer impact.

• Initiate projects that transform frontline fraud observations into actionable insights for Product, R&D, Analytics, GTM, and customer-facing teams.

• Act as a fraud subject matter expert and strategic partner across functions.

• Establish regular reporting, fraud trend analysis, and knowledge-sharing programs.

• Utilize AI, automation, and process optimization to enhance productivity and quality.

⛳️ Requirements

• 8+ years of experience in fraud operations, fraud intelligence, risk management, trust & safety, investigations, analytics, or a related field, with considerable people leadership experience.

• 4+ years of management experience supervising a team of Fraud Analysts.

• Proven success in leading high-volume, quality-sensitive operational teams with measurable business outcomes.

• Strong fraud judgment and a keen interest in evolving fraud patterns, typologies, and prevention strategies.

• Ability to design and enhance processes, operating models, quality systems, and performance measurement frameworks.

• Experience in developing and mentoring early-career talent, building high-performing teams, and creating internal mobility pathways.

• Strong analytical skills with the ability to leverage data to identify opportunities, measure outcomes, and influence decisions.

• Technical fluency when collaborating with product, analytics, engineering, machine learning, and data science teams.

• Experience utilizing AI, automation, workflow tools, or operational technologies to boost productivity and quality.

• Outstanding written and verbal communication skills.

• Capability to lead cross-functional initiatives and align stakeholders around common goals.

• Ownership mindset with a history of driving change, achieving ambitious goals, and holding teams accountable.

• Ability to blend strategic thinking with hands-on execution in a dynamic, high-growth environment.

• Curiosity, first-principles thinking, and a commitment to continuous improvement.

• Must be legally authorized to work in the United States and currently reside or plan to reside in the United States by the start date.

🏝️ Benefits

• Equity

• Employer-paid group health insurance for you and your dependents

• 401(k) plan with employer match (or equivalent for non US-based roles)

• Flexible paid time off

• Regular company-wide in-person events

• Home office stipend