Manager, Fraud Operations

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

📋 Description

• Supervise operations across various Fraud Operations teams and pods, encompassing disputes and compliance teams.

• Mentor, coach, and enhance the skills of people leaders and Individual Contributors within specialized teams.

• Offer constructive feedback, manage performance, and support career advancement.

• Propel team performance by leveraging productivity, quality, customer outcomes, and service-level metrics.

• Collaborate with recruiting to attract, onboard, and maintain talent.

• Establish and implement an operational strategy and roadmap.

• Execute transformational initiatives and improve workflow efficiencies.

• Oversee service levels, productivity, queue health, and data-informed burn-down plans.

• Convert business objectives into team-specific goals and synchronize cross-functional stakeholders.

• Identify and resolve systemic challenges in partnership with cross-functional teams.

• Act as an escalation point for intricate merchant, user, and internal stakeholder concerns.

• Investigate and rectify risk incidents stemming from process failures.

⛳️ Requirements

• Over 6 years of direct experience in disputes, fraud risk prevention, and detection within the FinTech/tech sector.

• More than 5 years of experience in fraud management or comparable people management positions.

• Proven track record of leading managers or senior Individual Contributors.

• Demonstrated success in establishing strategy and executing large-scale operational changes with quantifiable improvements in efficiency, quality, and customer satisfaction.

• Strong skills in strategic planning, risk management, and prioritization.

• Exceptional communication and influence abilities at the executive level.

• Proven experience in guiding teams through significant changes and navigating uncertainty.

• Capacity to maintain composure and serve as a role model when outcomes do not meet expectations.

• Familiarity with AI project-driven initiatives, AI-enabled tools, agent assistance, or automation.

• Experience in Lean Six Sigma, continuous improvement methodologies, and/or data-driven practices.

• Basic knowledge of scripting and querying languages such as Python and SQL is advantageous.

🏝️ Benefits

• Monthly stipends for health, wellness, and technology expenses.

• Full medical coverage for employees and their dependents at no cost.

• Dental and vision insurance for employees and their dependents.

• Flexible Spending Wallets with stipends for Technology, Food, Lifestyle needs, and family planning expenses.

• Generous vacation and holiday schedules.

• Employee stock purchase plan (ESPP) enabling employees to acquire Affirm shares at a reduced price.

• Reasonable accommodations available during the hiring process.