Fraud Operations Manager

What You'll Do

• Own GlossGenius's fraud program end-to-end, defining strategy, detection rules, and response protocols and evolving them as volume and fraud patterns change
• Design and deploy AI-powered fraud detection and monitoring workflows that surface emerging patterns faster than manual review, and build the reporting and alerting that gives leadership real-time visibility into fraud trends, financial exposure, and operational performance
• Drive down fraud losses by identifying emerging attack vectors and implementing controls before they scale, without degrading the customer experience
• Shape fraud tooling roadmaps alongside Payments and Engineering, translating operational pain points into product requirements
• Manage chargeback and dispute operations end-to-end, including evidence compilation, representment strategy, and win-rate optimization
• Develop policies and SOPs that balance risk mitigation with customer experience

What We're Looking For

• 5+ years in fraud operations, payments risk, or trust and safety, ideally in fintech, payments, or a marketplace with real transaction volume, including hands-on experience building fraud programs from early stages or maturing existing ones
• Proven experience building AI-powered workflows in a fraud or risk operations context, automating investigation steps, detection logic, or reporting
• Comfortable moving without a fully defined playbook, making calls on detection thresholds and response protocols without waiting for every edge case to be scoped
• Hands-on experience managing chargebacks, disputes, and fraud investigations at scale, with a strong command of card network rules and representment strategy
• Strong analytical skills, comfortable pulling and interpreting transaction data to spot patterns, set thresholds, and measure intervention impact
• Familiarity with payment processors such as Stripe or Adyen, chargeback management platforms, and fraud detection tooling

Benefits & Perks

• Competitive health & dental insurance options, effective on your first day of employment
• Flexible PTO
• In-office lunch twice per week for NYC and SF employees, plus late night dinner stipends
• Access to Wellhub, a corporate wellness platform with discounted gym memberships, fitness classes, and mental health resources
• Annual stipend for professional development and continued learning
• High performers at 5 years receive a generous stipend to use however you recharge best
• 401k benefit: employees are eligible to contribute starting day 1 of employment
• Dependent Care FSA
• Paid parental leave
• Fertility and adoption benefits via Carrot and Kindbody