Head of Fraud Operations

Responsibilities

• Establish performance baselines and operational metrics for Fraud Intelligence, including labeling volume, quality, turnaround time, cost efficiency, SLA adherence, and downstream business impact.
• Design and implement scalable quality assurance processes, including sampling methodologies, review frameworks, feedback mechanisms, and escalation procedures.
• Improve the Fraud Intelligence Team’s operating model, workflows, tooling, and team structure.
• Build an entry-level talent program covering hiring profiles, onboarding, training, and career development for Fraud Intelligence Analysts.
• Create progression frameworks supporting technical, analytical, and fraud expertise development, advancement, and internal mobility.
• Connect team activities to measurable fraud-prevention outcomes, including model improvements, fraud-detection enhancements, typology development, and customer impact.
• Turn frontline fraud observations into actionable insights for Product, R&D, Analytics, GTM, and customer-facing teams.
• Serve as a fraud subject-matter expert and strategic cross-functional partner.
• Establish recurring reporting, fraud-trend analysis, and knowledge-sharing programs.
• Use AI, automation, and process optimization to improve productivity and quality.

Requirements

• 8+ years of experience in fraud operations, fraud intelligence, risk management, trust and safety, investigations, analytics, or a related domain, including significant people leadership experience.
• 4+ years of management experience overseeing Fraud Analysts.
• Experience leading high-volume, quality-sensitive operational teams with measurable business outcomes.
• Strong fraud judgment and understanding of evolving fraud patterns, typologies, and prevention strategies.
• Experience designing and improving processes, operating models, quality systems, and performance measurement frameworks.
• Experience developing early-career talent and building high-performing teams.
• Strong analytical and data-driven decision-making skills.
• Technical fluency and experience partnering with product, analytics, engineering, machine learning, and data science teams.
• Experience using AI, automation, workflow tooling, or operational technologies to improve productivity and quality.
• Excellent written and verbal communication skills.
• Experience leading cross-functional initiatives and aligning stakeholders.
• Strong ownership, execution, accountability, and continuous-improvement mindset.
• Ability to balance strategic thinking with hands-on execution in a fast-paced environment.

Compensation & Benefits

• $180,000–$240,000 per year, plus equity and benefits.
• Employer-paid group health insurance for employees and dependents.
• 401(k) plan with employer match.
• Flexible paid time off.
• Regular company-wide in-person events.
• Home office stipend.