Head of Fraud Operations

Team Leadership & Development

• Build, manage, and develop a team of fraud analysts and investigators: responsible for hiring, onboarding, training, scheduling, and performance management.
• Create a high-performance team culture grounded in accuracy, accountability, and continuous learning.
• Define clear performance standards, quality metrics, and career paths for analysts and investigators at each level.
• Serve as a player-coach: hands-on in complex cases, calibration sessions, and quality reviews.

Manual Review Operations

• Own the day-to-day execution of the manual review program for onboarding and account-level events, ensuring queues are managed, SLAs are met, and case quality is high.
• Work closely with the Fraud Strategy – Onboarding team to operationalize routing logic, decision criteria, and escalation paths; translate policy into analyst-ready playbooks and SOPs.
• Monitor analyst decision quality through regular audits and calibration; identify training gaps and address them quickly.
• Evaluate the tools analysts use to conduct reviews — surface gaps, advocate for improvements, and partner with vendors and Engineering to close them.
• Track and report on manual review performance: throughput, SLA adherence, decision accuracy, reversal rates, and downstream fraud on reviewed cases.

Fraud Investigations

• Own the fraud investigations function: responsible for scoping, working, and closing cases involving complex fraud patterns, suspected fraud rings, account takeover events, and high-loss incidents.
• Define investigation methodology and standards: how cases are triaged, documented, escalated, and resolved.
• Lead investigations on high-severity or high-exposure cases personally; ensure the team has the skills, tools, and access needed to investigate effectively.
• Partner with the Fraud Strategy – Transactions team to feed investigation findings back into detection rules and model features.
• Maintain SAR filing readiness and ensure the team understands BSA/AML obligations related to fraud investigations; coordinate with Compliance on filing decisions.

Operational Excellence & Scaling

• Build and maintain the SOPs, playbooks, and decision frameworks that enable the team to operate consistently and independently.
• Identify automation and tooling opportunities that reduce manual effort, improve decision consistency, and increase analyst capacity.
• Define and own the operational KPI framework: queue volume, SLA performance, case resolution time, analyst productivity, and quality scores.
• Build reporting and dashboards that give leadership and strategy teams real-time visibility into operational health.

Cross-Functional Partnership

• Partner with Fraud Strategy Managers (Onboarding and Transactions) to ensure operational execution stays aligned with policy intent; surface operational friction that should drive policy updates.
• Work with Product and Engineering to prioritize and shape the fraud ops tooling roadmap: case management, analyst workstations, investigation tooling, and workflow automation.
• Collaborate with Customer Operations on cardholder-facing workflows stemming from fraud decisions: hold communications, account restriction notices, and reinstatement processes.
• Engage with Compliance and Legal on SAR obligations, regulatory inquiries, and fraud-related policy requirements.

Compensation

Annual starting salary range of $170,000 - $230,000 + equity + benefits.