# Fraud Operations Manager

**Company:** [Imprint](https://hotfix.jobs/companies/imprint)
**Location:** Remote
**Role:** Business Operations
**Salary:** $150k – $200k/yr
**Skills:** Fraud Operations, Dispute Operations, Bpo Management, Vendor Management, Sop Development, Quality Assurance, Compliance, Fraud Monitoring, Kyc, Zendesk, SQL, Sigma, Workforce Management, Process Improvement, People Management
**Posted:** 2026-08-17

> Own day-to-day fraud operations across internal specialists, team leads, and an outsourced BPO workforce in a regulated consumer credit environment. The role focuses on people management, SOP and compliance processes, vendor QA, escalation management, and scalable operational improvements.

## Job Description

## Responsibilities
- Own full-cycle people management for fraud operations, including team leads, internal specialists, and BPO vendor workforce.
- Drive SOP development, gap identification, and compliance approval processes to ensure procedures are documented, current, and bank-approved.
- Manage the BPO relationship, including QA scorecards, vendor performance accountability, and direct coaching of vendor agents.
- Partner with fraud strategy on workflow changes and emerging fraud trends.
- Serve as the escalation backstop for fraud operations issues and provide recommendations when raising problems.
- Balance fraud prevention with user experience, treating false positives as a real cost.
- Use data and operational insight to identify bottlenecks and drive process improvements.
- Build systems and processes that scale with rapid team growth.

## First 90 Days
- Establish structured coaching, guidance, and feedback for team leads, with productivity and QA measurements actively tracked.
- Identify and document SOP gaps and establish a path to bank compliance sign-off.
- Maintain an accurate BPO QA scorecard measuring vendor performance against defined standards.
- Improve consistency across the BPO agents and internal specialists.
- Become a trusted escalation point for fraud operations.

## Requirements
- Experience owning fraud or dispute operations in a regulated consumer credit or banking environment.
- Experience managing an outsourced or BPO workforce, including vendor QA, scorecards, and performance accountability.
- Experience writing SOPs and obtaining compliance approval through a compliance-gated process.
- People management experience, including direct oversight of team leads or frontline operations staff.
- Demonstrated ownership, follow-through, and solution-oriented problem solving.
- Strong direct communication skills with vendors and internal stakeholders.

## Nice-to-Haves
- Familiarity with transaction fraud monitoring platforms such as Sardine.
- Experience with application decisioning and KYC processes.
- Proficiency with ticketing and workflow tools such as Zendesk.
- Ability to build analytical views using SQL, Sigma, or data visualization tools.
- Workforce management experience.
- Experience designing written processes, including SOPs, escalation processes, and QA sampling plans.

## Compensation & Benefits
- Competitive compensation and equity packages.
- Flexible paid time off.
- Fully covered healthcare, including dependent coverage.
- Access to One Medical and an optional FSA.
- 20 weeks of paid parental leave for the primary caregiver and 8 weeks for all new parents.
- Choice of high-quality work computer.
- Access to industry-leading technology across business units.

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