Manager, Fraud Operations

About This Role

Managing operations across multiple fraud operations teams and pods, including those focused on disputes and compliance work, is the core of this strategic leadership role. You will lead and develop people leaders and individual contributors, defining and executing strategies to improve team function and drive scalable efficiency. A primary focus is cultivating a high-performance, psychologically safe culture that meets business objectives while fostering belonging, inclusion, and personal development.

Responsibilities

• Lead, coach, and develop a group of people leaders and Individual Contributors (ICs) across multiple, specialized teams/pods, providing ongoing feedback, performance management, and career development to build long-term organizational capability
• Drive team performance using key metrics such as productivity, quality, customer outcomes, and service levels
• Foster a high-performing, engaged team environment that operates effectively in a fast-paced, evolving environment
• Partner with recruiting to hire, onboard, and retain top talent
• Define and champion a clear operational strategy and roadmap to significantly improve the function, efficiency, quality, and compliance of your assigned teams/pods
• Drive operational excellence by leveraging domain expertise to identify and implement transformational changes and efficiencies that simplify investigator workflows
• Ensure full accountability for service levels and productivity of assigned areas, proactively managing queue health through data-driven burn down plans to maintain a healthy buffer
• Translate broader business goals into clear team-level objectives, providing clear, transparent communication to ensure operational alignment
• Proactively identify and mitigate systemic issues by looking beyond standard reporting and collaborating with cross-functional partners
• Serve as the ultimate escalation point for complex merchant, user, or internal stakeholder issues, establishing robust frameworks for incident resolution
• Research and resolve risk events stemming from process breakdowns

Requirements

• 6+ years of direct experience in disputes, fraud risk prevention and detection within FinTech/tech industry
• 5+ years of experience in fraud management or related people management roles, including proven experience leading managers or senior ICs
• Demonstrated success setting strategy and delivering large-scale operational change with measurable impact on efficiency, quality, and customer experience
• Strong strategic planning, risk management, and prioritization skills, with the ability to balance short-term delivery and long-term capability building
• Exceptional executive communication and influence skills, with the ability to align diverse stakeholders