Senior Manager – Fraud Operations

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

📋 Description

• Oversee enterprise operations for the detection, prevention, response, and recovery related to digital fraud impacting customers, digital assets, and the airline.

• Develop and manage a scalable, data-driven, and intelligence-focused fraud response capability.

• Swiftly investigate and mitigate threats.

• Assist customers in recovery and continuously enhance fraud controls.

• Manage daily operations for fraud detection, prevention, escalation, response, and recovery.

• Create operating procedures, service levels, staffing/capacity models, and performance expectations.

• Set metrics for operational efficiency, decision accuracy, false-positive/negative performance, customer impact, and loss prevention.

• Promote automation and improve workflows.

• Lead and cultivate fraud operations resources.

• Coordinate significant incidents with key stakeholders.

• Supervise intricate customer fraud escalations and account recovery procedures.

• Foster strategic partnerships with United stakeholders and pertinent external industry/law enforcement communities.

• Transform operational insights, false negatives, attack trends, and post-incident learnings into strategic enhancements.

• Direct responses to major account takeover, identity theft, loyalty fraud, payment fraud, contact-center fraud, and coordinated fraud campaigns.

⛳️ Requirements

• A bachelor's degree is required, preferably in Cybersecurity, Information Systems, Computer Science, Criminal Justice, Finance, Business, Risk Management, or a related field.

• More than 5 years of experience in fraud, cybersecurity, identity, threat intelligence, digital risk, financial crime, or related areas.

• Experience in people leadership.

• Background in a global, regulated, high-volume consumer industry such as airlines, financial services, retail/e-commerce, or travel.

• In-depth knowledge of digital fraud, identity/account security, case management, operational controls, root-cause analysis, and performance measurement.

• Familiarity with SIEM, fraud decision-making, case management, identity/device intelligence, response automation, or law enforcement coordination.

• Capability to responsibly apply artificial intelligence and automation tools to enhance operational productivity.

• Proven experience in leading complex investigations, escalations, or incident response activities.

• Experience in leading teams or operational groups.

• Must have legal authorization to work in the United States for any employer without sponsorship.

• Successful completion of an interview is required to qualify for the position.

• Reliable and punctual attendance is a critical aspect of this role.

• CFE, CAMS, GIAC, or equivalent security/fraud/risk certification is preferred.

🏝️ Benefits

• Comprehensive health and wellness benefits.

• Parental leave.

• 401(k) plan.

• Space-available travel and flight privileges.

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Life insurance.

• Accident and disability coverage.

• Employee assistance program.

• Commuter benefits.

• Paid holidays.

• Paid time off.

• Bonus and/or long-term incentive compensation awards.

• Communities run by employee-led Business Resource Groups.