# Fraud Operations Manager

**Company:** [Polymarket](https://hotfix.jobs/companies/polymarket)
**Location:** Remote
**Role:** Business Operations
**Salary:** $150k – $180k/yr
**Experience:** 7+ years
**Skills:** Fraud Operations, Fraud Investigations, Case Management, Sop Development, Queue Management, Service-Level Agreements, Quality Assurance, Bpo Management, Account Takeover, Identity Theft, Payment Fraud, Kyc, AML, Automation, Data Analysis
**Posted:** 2026-09-04

> Build and lead a fraud operations function, managing investigators and BPO partners while establishing workflows, SLAs, quality standards, and reporting. The role requires 7+ years in fraud, risk, financial crimes, payments, or trust and safety, plus direct people-management experience.

## Job Description

## 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.

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