Manager, Fraud Operations

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

📋 Description

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

• Guide, mentor, and develop leaders and Individual Contributors within specialized teams.

• Enhance team performance by focusing on productivity, quality, customer outcomes, and service-level metrics.

• Collaborate with the recruiting team to attract, onboard, and retain talent.

• Define and advocate for an operational strategy and roadmap aimed at improving function, efficiency, quality, and compliance.

• Implement transformative changes and efficiencies that streamline investigator workflows.

• Manage service levels and productivity, proactively overseeing queue health through data-driven burn-down plans.

• Convert business objectives into team-level goals and ensure operational alignment.

• Recognize and mitigate systemic issues in partnership with cross-functional teams.

• Act as the escalation point for complex issues involving merchants, users, and internal stakeholders.

• Create frameworks for incident resolution.

• Investigate and address risk events arising from process failures.

⛳️ Requirements

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

• 5+ years of experience in fraud management or similar leadership roles, with a proven track record of leading managers or senior Individual Contributors.

• Demonstrated ability to establish strategy and implement large-scale operational changes that significantly impact efficiency, quality, and customer experience.

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

• Excellent executive communication and influencing capabilities.

• Proven experience in guiding teams through significant changes and navigating ambiguity with confidence.

• Ability to maintain composure and serve as a role model when faced with obstacles or unanticipated outcomes.

• Experience with AI project-driven initiatives, such as AI-enabled tools, agent assist, or automation.

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

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

🏝️ Benefits

• Base pay may include equity rewards.

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

• 100% subsidized medical coverage, dental, and vision for you and your dependents.

• Flexible Spending Wallets that provide stipends for technology, food, lifestyle needs, and family forming expenses.

• Competitive vacation and holiday schedules.

• Employee stock purchase plan (ESPP) that allows employees to purchase Affirm shares at a discount.

• Remote-first work flexibility.