Process Risk and Compliance Operations Manager

This is a fully remote position, open to applicants in Alabama, +9 more states.

📋 Description

• Take ownership of the strategic design and ongoing development of risk frameworks, the risk registry, and executive risk narratives for Community Support.

• Ensure that the outcomes of investigations are understood within the larger risk ecosystem — guiding risk appetite decisions, shaping detection strategies, and enhancing accountability for remediation.

• Act as the program manager for resolving systemic root causes — ensuring that when investigations, incidents, or risk assessments uncover structural vulnerabilities, those root causes are not left unresolved but are tracked, assigned, resourced, and driven to successful completion across the organization.

• Function as a risk steward for AI systems impacting Community Support — leading governance and discussions on the implications of utilizing AI in high-stakes decision-making scenarios.

• Design and take ownership of the CS Risk Appetite Framework — establishing guardrails, escalation triggers, and pre-approved response actions.

• Manage and develop the CS Risk Registry as a dynamic strategic tool. Your role will involve challenging prioritization, assessing whether risk scores align with reality, identifying risks overlooked by automated systems, and ensuring accountability for remediation.

• Create and stress-test risk assessment standards — encompassing key risk indicators (KRIs), risk typologies, and emerging threat hypotheses.

• Assist in the advancement of models and processes utilized in detection triage and investigation.

• Set up continuous governance cycles — including risk review boards, quarterly risk assessments, and challenge sessions where risk assumptions are rigorously tested by diverse stakeholders, rather than merely ratified.

• Collaborate closely with the Insider Threat Investigations team to ensure investigative outcomes are systematically documented, contextualized, and integrated into risk governance.

⛳️ Requirements

• A Bachelor’s degree in Business, Risk Management, Finance, Operations, or a related field (advanced degree preferred), or equivalent practical experience.

• Over 10 years of experience in risk management, compliance, governance, or operational risk — with a proven track record of building and evolving risk frameworks, registries, and reporting programs (not merely maintaining them).

• Demonstrated program management skills — specifically in driving complex, cross-functional remediation and root cause resolution efforts from identification through to verified closure.

• Experience working collaboratively with or providing strategic oversight to investigations teams — with a strong understanding of how investigative findings translate into enterprise risk intelligence and governance actions.

• Proven ability to evaluate and govern AI/ML systems from a risk perspective — while not required to build models, you must be able to critically assess model assumptions, failure modes, bias risks, and governance requirements. Experience in challenging technical teams on AI outputs and facilitating human-in-the-loop governance is essential.

• Proven capability to synthesize ambiguous, complex, and sometimes conflicting information into clear risk narratives and strategic recommendations for executive audiences. If your strength lies in compiling data rather than interpreting it, this position may not be the right fit.

• Strong organizational influence and stakeholder management abilities — with a history of fostering cross-functional alignment, navigating ambiguity, and influencing senior leaders without direct authority.

• Critical thinking and intellectual curiosity — maintaining a default position of healthy skepticism towards automated outputs, historical baselines, and consensus assumptions.

• Ability to adapt and innovate, challenge the status quo, and identify new solutions while effectively balancing risk, speed, and cost considerations.

• Experience with AI risk management frameworks (e.g., NIST AI RMF, ISO 42001, EU AI Act compliance frameworks) or direct involvement in governing AI systems within operational environments.

• Experience in developing frameworks, strategies, and operational models related to fraud, safety, or insider threats.

• Experience with contact center operations in process design and optimization, customer support strategies, and/or quality assurance.

• Familiarity with GRC platforms, risk management tools, case management systems, or investigation ticketing platforms.

🏝️ Benefits

• Bonuses

• Equity

• Benefits

• Employee Travel Credits