Fraud Operations Manager

Responsibilities

• Build and manage end-to-end fraud operations workflows, including case routing, prioritization, investigation steps, documentation standards, escalation paths, and closure criteria.
• Manage, coach, and develop Fraud Analysts through workload allocation, case-quality reviews, performance management, and ongoing training.
• Establish operational SLAs, queue-health metrics, case-aging targets, analyst productivity standards, and QA/QC processes.
• Oversee fraud BPO and outsourced operations partners, including onboarding, training, quality monitoring, performance management, and surge capacity planning.
• Identify investigation bottlenecks and manual processes; partner with Product and Engineering on process improvements, AI, and automation for case enrichment, triage, evidence gathering, documentation, and routing.
• Partner with Fraud Strategy, Data Science, and Compliance to turn fraud patterns and operational findings into stronger detection controls and escalation criteria.
• Report on volumes, backlog, SLAs, dispositions, losses, customer impact, and BPO performance; support regulatory, audit, and internal reviews.

Requirements

• 7+ years of hands-on experience in fraud, financial crimes, payments, risk, or trust and safety.
• 3+ years of direct people-management experience, including managing fraud investigators or analysts.
• Experience building or significantly rebuilding fraud operations workflows, investigation processes, SOPs, and escalation frameworks.
• Deep knowledge of fraud investigations and typologies including account takeover, identity theft, payment fraud, first-party fraud, scams, and platform abuse.
• Experience managing high-volume operational queues with metrics, SLAs, and QA/QC processes.
• Strong analytical and operational problem-solving skills.
• Experience managing BPO or outsourced operations teams, including performance management, quality standards, and escalation design.
• Ability to create structure in a fast-moving environment with evolving processes.

Nice-to-haves

• Experience deploying AI, machine learning, or automation tools in fraud or risk operations.
• Familiarity with KYC, AML, or sanctions programs.
• Experience in regulated financial services, brokerage, derivatives, payments, fintech, crypto, or high-growth technology.
• Experience implementing or improving case-management, fraud-detection, or investigation tooling.

Compensation and Benefits

• Base salary: $150,000–$180,000, plus equity and benefits.
• Unlimited PTO.
• Health, vision, and dental coverage.
• 401(k) match.
• MacBook Pro, display, and accessories.