Fraud Operations Manager

What You'll Do

• Build and manage the end-to-end fraud operations workflow, including case routing, prioritization, investigation steps, documentation standards, escalation paths, and closure criteria across fraud typologies like account takeover, identity theft, payment fraud, first-party fraud, scams, and platform abuse
• Manage, coach, and develop a team of Fraud Analysts — covering workload allocation, case quality reviews, performance management, and ongoing training to keep investigative standards high as volume grows
• Establish and own operational SLAs, queue health metrics, case aging targets, analyst productivity standards, and QA/QC processes to ensure case dispositions are consistent, well-documented, and defensible
• Oversee fraud BPO and outsourced operations partners, including onboarding, training, quality monitoring, performance management, and capacity planning for surge periods
• Identify bottlenecks and repetitive manual steps in the investigation process, then work with Product and Engineering to fix them — including introducing AI and automation tools for case enrichment, triage, evidence gathering, documentation, and routing where appropriate
• Partner with Fraud Strategy, Data Science, and Compliance to translate operational findings and emerging fraud patterns into stronger detection controls and clearer escalation criteria
• Build and deliver regular reporting for Fraud leadership on volumes, backlog, SLAs, dispositions, losses, customer impact, and BPO performance, and support any regulatory, audit, or internal review requests

What We're Looking For

• 7+ years of hands-on experience in fraud, financial crimes, payments, risk, or trust and safety, preferably within fintech, financial services, crypto, payments, or a high-growth technology environment
• 3+ years of direct people management experience, including managing fraud investigators or analysts
• Demonstrated experience building or significantly rebuilding fraud operations workflows, investigation processes, SOPs, and escalation frameworks from the ground up
• Deep working knowledge of fraud investigations and common fraud typologies, including account takeover, identity theft, payment fraud, first-party fraud, scams, and platform abuse
• Experience managing high-volume operational queues with clear metrics, SLAs, and QA/QC processes, while balancing speed, investigative quality, and customer experience
• Strong analytical mindset — able to use case data and operational metrics to spot patterns, diagnose bottlenecks, and make decisions about where to invest in process improvement
• Experience managing BPO or outsourced operations teams, including performance management, quality standards, and escalation design
• Ability to operate in a fast-moving environment where priorities shift, processes are still being built, and you are expected to create structure rather than inherit it
• (Plus) Experience deploying AI, machine learning, or automation tools within fraud or risk operations
• (Plus) Familiarity with KYC, AML, or sanctions programs and how they intersect with fraud operations
• (Plus) Experience in regulated financial services, brokerage, derivatives, or payments
• (Plus) Experience implementing or improving case management, fraud detection, or investigation tooling

Benefits

• Competitive salary & equity
• Unlimited PTO
• Full Health, Vision, & Dental coverage
• 401k match
• Hardware setup: new MacBook Pro, big display, & accessories