Fraud Operations Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Fraud Operations Manager based in United States.

As a Fraud Operations Manager, you will build and lead a high-performing fraud operations function in a fast-growing technology environment. You will own the workflows, investigation standards, case management processes, and performance metrics that determine how effectively fraud is identified, investigated, and resolved. Leading Fraud Analysts and external operations partners, you will establish scalable processes while maintaining high investigative and quality standards. You will work closely with Fraud Strategy, Data Science, Compliance, Product, Engineering, and Customer Experience teams to turn operational insights into stronger detection and prevention capabilities. The role combines hands-on operational leadership with process design, analytics, automation, and continuous improvement. This is an opportunity to build a critical fraud function from the ground up while directly influencing risk, customer experience, and operational resilience.

• Build and manage end-to-end fraud operations workflows, including case routing, prioritization, investigation procedures, documentation standards, escalation paths, and closure criteria across fraud typologies such as account takeover, identity theft, payment fraud, first-party fraud, scams, and platform abuse.
• Manage, coach, and develop a team of Fraud Analysts, including workload allocation, case quality reviews, performance management, training, and ongoing development.
• Establish and monitor operational Service Level Agreements (SLAs), queue health metrics, case-aging targets, analyst productivity standards, and Quality Assurance/Quality Control (QA/QC) processes.
• Ensure fraud case dispositions are consistent, thoroughly documented, and defensible while balancing investigation speed, quality, and customer experience.
• Manage external Business Process Outsourcing (BPO) and outsourced operations partners, including onboarding, training, quality monitoring, performance management, escalation processes, and capacity planning during periods of increased volume.
• Identify operational bottlenecks and repetitive manual investigation activities and partner with Product and Engineering to improve workflows through technology, Artificial Intelligence (AI), and automation.
• Evaluate opportunities to use AI and automation for case enrichment, triage, evidence gathering, documentation, routing, and other investigation activities.
• Partner with Fraud Strategy, Data Science, and Compliance teams to translate emerging fraud patterns and operational findings into stronger detection controls and clearer escalation criteria.
• Develop and deliver regular reporting on fraud volumes, backlogs, SLAs, case dispositions, losses, customer impact, and BPO performance.
• Support regulatory, audit, and internal review requests by providing accurate operational data, documentation, and investigative information.
• Continuously improve fraud operations processes and build scalable operational structures as transaction and case volumes grow.

Requirements

• 7+ years of hands-on experience in fraud, financial crimes, payments, risk, Trust and Safety, or a related field, preferably within fintech, financial services, cryptocurrency, payments, or high-growth technology environments.
• 3+ years of direct people management experience, including experience leading fraud investigators, analysts, or comparable operational teams.
• Demonstrated experience building or significantly rebuilding fraud operations workflows, investigation processes, Standard Operating Procedures (SOPs), escalation frameworks, and operational standards from the ground up.
• Deep working knowledge of fraud investigations and common fraud typologies, including account takeover, identity theft, payment fraud, first-party fraud, scams, and platform abuse.
• Proven experience managing high-volume operational queues using clear metrics, SLAs, and QA/QC processes while balancing efficiency, investigative quality, and customer experience.
• Strong analytical mindset with the ability to use case data and operational metrics to identify patterns, diagnose bottlenecks, and prioritize process improvements.
• Experience managing BPO or outsourced operations teams, including performance management, quality standards, capacity planning, and escalation design.
• Strong operational judgment and the ability to create structure in environments where processes are still being established and priorities can change quickly.
• Demonstrated ownership mentality, with the ability to independently identify problems, build solutions, and drive initiatives through implementation.
• Experience deploying AI, machine learning, or automation tools within fraud or risk operations is a plus.
• Familiarity with Know Your Customer (KYC), Anti-Money Laundering (AML), or sanctions programs and their intersection with fraud operations is a plus.
• Experience within regulated financial services, brokerage, derivatives, or payments environments is advantageous.
• Experience implementing or improving case management, fraud detection, or investigation platforms is a plus.

Benefits

• Base salary range of $150,000–$180,000 USD, plus equity and benefits.
• Competitive equity compensation.
• Unlimited Paid Time Off (PTO).
• Full health, vision, and dental coverage.
• 401(k) matching.
• New MacBook Pro, large display, and accessories as part of the hardware setup.
• Opportunity to build and scale a fraud operations function with significant ownership and impact.

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

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