Director, Fraud Operations & Customer Success

Job description

Synopsis of the role We are seeking an operational leader and revenue-focused client advocate to serve as Director, Fraud Operations & Customer Success. Reporting directly to the Chief Operating Officer (COO), you will drive product adoption, operational excellence, operational vendor relationships, and commercial growth across our data and fraud solution portfolio. You will lead a multidisciplinary team including client-embedded and internal Fraud Investigators, alongside dedicated Fraud Customer Success Managers (CSMs). Beyond managing client success and third-party vendor operations, a vital component of this role is expanding our commercial footprint by identifying, pitching, and delivering value-add billable managed services and professional services. This role will collaborate and work closely will a cross-functional team including product, sales, consulting, technology, client delivery and other functions to drive the growth of the overall fraud portfolio. What you will do Strategic Leadership, Customer Success & Financial Management: Partner directly with the COO to align Fraud operations and Customer success with overall business and operations strategy, resource planning, operational SLAs, and revenue targets with company growth objectives. Define strategies and implement plans to maximize adoptions and Fraud ROIs for fraud products clients Serve as a trusted advisor to client C-suite, Risk, and Fraud executives. Lead Quarterly Business Reviews (QBRs) demonstrating ROI and showcasing new professional service capabilities. Build and maintain a Fraud user group community to share best practices and capture feedback. Maintain financial forecast for new revenues for both product and services. Assess financial opportunities & risks Service management and day to day operations: Oversee day to day client relationships, customer support, relationship management and escalation management. Oversee strategic operational relationships with third-party data providers and technology partners. Direct internal and client-sited Fraud Investigators. Standardize investigative playbooks, escalation protocols, quality assurance, and billable utilization targets. Oversee internal team performance management, drive vendor contract performance, SLA compliance, quality control, and incident management. Convert client insights, operational trends, and market demands into actionable specs for Product Management and Data Science, while continually packaging new billable service offerings. Partner with internal product, consulting, data and technology teams to continually close any product gaps. Recruit, coach and mentor team members to meet overall team performance and business objectives. Foster a culture of collaboration, continuous learning, and accountability. Drive employee engagement and professional development initiatives. Identify opportunities to expand business within existing accounts (upselling/cross-selling). Develop and lead continuous improvement, automation and AI strategies to continually enhance overall business and CX Commercial expansion, new intake and new product launches: Partner with the sales, product and consulting team to plan for new clients onboarding. Resource planning, onboarding readiness and speed to revenue Develop testing strategies and business acceptance testing with client delivery, technology and third party partners to ensure overall quality objectives are met by new clients and new product launches. Assess operational readiness for new product launches ensuring overall operational objectives, resources, CX are met What Qualifications You Need Educational background: Bachelor Degree in Business Administration, Commerce, Data Analytics or Engineering. Domain Expertise: 10+ years in fraud operations, risk management, or financial crime prevention within a credit bureau, data intelligence firm, fintech, banking or major enterprise. Commercial & Revenue Focus: Proven track record in a client-facing role with accountability for services revenue, upsells, or billable resource utilization. Analytical Rigor: Exceptional ability to synthesize disparate data streams into clear product adoption insights, performance benchmarks, and measurable ROI calculations. Vendor Operations: 3+ years directly managing third-party operational vendors, data suppliers, or outsourced solution providers. Executive Reporting: Experience reporting directly to C-suite leadership on operational health, retention, and service gross margins. People Leadership: 4+ years leading hybrid teams, managing both client-facing (CSMs) and analytical/investigative personnel (internal and client-embedded). Technical Aptitude: Deep understanding of project delivery, SDLC project lifecycle, credit bureau data, identity verification, risk scoring engines, and API-integrated fraud management platforms. What could set you apart MBA degree is a plus This is an existing position Primary Location: CAN-Toronto-5700 Yonge Function: Function - Fulfillment / Operations Schedule: Full time