# Head of Fraud Operations

**Company:** [Cardless](https://hotfix.jobs/companies/cardless)
**Location:** San Francisco, CA
**Role:** Other
**Salary:** $170k – $230k/yr
**Experience:** 7+ years
**Skills:** SQL, Fraud Detection, Fraud Investigations, Manual Review Operations, Queue Management, Sla Management, Case Management, Sar Filing, Bsa/Aml, KPI Tracking, Operational Sops, Data Analysis
**Posted:** 2026-04-02

> Leads fraud operations team handling manual reviews and investigations for credit card platform, ensuring operational excellence, SLA adherence, and scaling. Requires 7-12 years in fraud ops, 3+ years managing teams, and strong SQL skills.

## Job Description

## 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.

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