Fraud Operations Manager

Accountabilities:

• • Own full-cycle people management for fraud operations, including team leads, internal specialists, and outsourced BPO personnel.
  • Establish structured coaching, feedback, productivity tracking, and quality management practices to improve team performance.
  • Manage the BPO relationship, including vendor performance, QA scorecards, service standards, coaching, and accountability.
  • Maintain accurate and effective vendor QA frameworks that measure performance against clearly defined operational standards.
  • Lead SOP development and maintenance, identifying process gaps and ensuring procedures are properly documented and routed through required compliance approvals.
  • Partner with fraud strategy teams on workflow changes, emerging fraud trends, and operational enhancements.
  • Serve as a key escalation point for fraud operations issues, assessing problems and bringing clear recommendations and solutions.
  • Use operational data and team insights to identify bottlenecks, inconsistencies, and opportunities for process improvement.
  • Build scalable systems, workflows, and processes that can support rapid growth in fraud operations.
  • Balance fraud prevention objectives with customer experience, recognizing and minimizing the operational cost of unnecessary false positives.
  • Improve consistency and execution across internal specialists and outsourced teams through clear processes, effective communication, and ongoing performance management.
  • Establish yourself as a trusted operational partner for fraud-related escalations and cross-functional decision-making.

  Requirements:

  • Proven experience managing fraud or dispute operations within a regulated consumer credit, banking, or comparable financial services environment.
  • Demonstrated experience managing an outsourced or BPO workforce, including vendor QA, performance scorecards, coaching, and accountability.
  • Hands-on experience writing and maintaining standard operating procedures and successfully navigating compliance approval processes.
  • Previous people management experience, including direct oversight of team leads, specialists, or frontline operations teams.
  • Strong ownership mindset with a demonstrated ability to follow through, close operational gaps, and proactively solve problems.
  • Clear, direct, and effective communication skills when working with internal stakeholders, vendors, and frontline teams.
  • Strong operational judgment and the ability to make thoughtful decisions in fast-moving and evolving environments.
  • Data-driven approach to identifying performance trends, operational bottlenecks, and opportunities for improvement.
  • Familiarity with transaction fraud monitoring platforms such as Sardine or comparable tools is a plus.
  • Experience with application decisioning and KYC processes is preferred.
  • Familiarity with ticketing and workflow platforms such as Zendesk is helpful.
  • Ability to independently develop analytical views using SQL, Sigma, or comparable data visualization and analytics tools is a plus.
  • Workforce management experience is advantageous.
  • Experience designing written operational processes, including SOPs, escalation procedures, and QA sampling plans, is highly valued.

  Benefits:

  • Competitive compensation package with equity opportunities.
  • Choice of high-quality work computer and technology resources.
  • Flexible paid time off.
  • Fully covered, high-quality healthcare, including dependent coverage.
  • Access to One Medical and the option to participate in a Flexible Spending Account (FSA).
  • 20 weeks of paid parental leave for primary caregivers.
  • 8 weeks of paid parental leave for all new parents.
  • Access to modern technology and tools designed to support innovation, productivity, and operational excellence.
  • Opportunity to take meaningful ownership of a rapidly scaling fraud operations function.
  • Collaborative environment with exposure to fraud strategy, compliance, operations, and financial technology.