Fraud Operations Manager

As the Manager of Fraud Operations, you will lead a team of high-performing fraud analysts and set an inspirational vision for the broader Fraud Operations organization.

Responsibilities:

• Inspire, motivate, and develop a high-performing fraud investigations team, fostering a collaborative and results-oriented environment.
• Establish clear goals, provide coaching and feedback, and support the professional growth of team members.
• Set a strategic vision for the team and build the path to execute it in both the short and long term.
• Proactively evolve the organization’s strategy to scale operations and address day-to-day challenges.
• Collaborate with and influence risk leadership and cross-functional stakeholders to identify the highest-ROI investments for user experience, process improvement, and risk mitigation.
• Maintain oversight of operational vendor performance related to risk.
• Lead root-cause analysis to identify opportunities to predict, prevent, and mitigate risk within processes and performance.
• Define and manage core metrics, SLAs, and organizational performance.
• Identify gaps in current systems, processes, and strategies, and deliver enhancements and process improvements to mitigate existing and emerging risks.
• Ensure risk-management efforts do not compromise the user experience.

Minimum requirements:

• 10+ years of experience in fraud, risk, or management roles, including at least 2 years of directly leading and developing high-performing teams.
• Strong strategic-thinking and problem-solving skills, with the ability to translate complex challenges into actionable solutions.
• Excellent communication and stakeholder-management skills, with the ability to influence and collaborate across functions.
• Passion for delivering a user-centric experience while effectively managing risk.

Preferred qualifications:

• Expertise in fraud and risk management, including data analysis, root-cause analysis, and process improvement, as well as experience analyzing data and creating dashboards and visualizations.
• Strong proficiency in sourcing and analyzing data using SQL.
• Experience working closely with engineering teams to develop and enhance investigative tools and treatments.
• Bachelor’s degree or higher in a relevant field; an advanced degree or certification is a plus.