Fraud Operations Manager

Job description

Accountabilities: Own full-cycle people management for fraud operations, including team leads, internal specialists, and outsourced BPO personnel. Establish structured coaching, feedback, productivity tracking, and quality management practices to improve team performance. Manage the BPO relationship, including vendor performance, QA scorecards, service standards, coaching, and accountability. Maintain accurate and effective vendor QA frameworks that measure performance against clearly defined operational standards. Lead SOP development and maintenance, identifying process gaps and ensuring procedures are properly documented and routed through required compliance approvals. Partner with fraud strategy teams on workflow changes, emerging fraud trends, and operational enhancements. Serve as a key escalation point for fraud operations issues, assessing problems and bringing clear recommendations and solutions. Use operational data and team insights to identify bottlenecks, inconsistencies, and opportunities for process improvement. Build scalable systems, workflows, and processes that can support rapid growth in fraud operations. Balance fraud prevention objectives with customer experience, recognizing and minimizing the operational cost of unnecessary false positives. Improve consistency and execution across internal specialists and outsourced teams through clear processes, effective communication, and ongoing performance management. Establish yourself as a trusted operational partner for fraud-related escalations and cross-functional decision-making. Requirements: Proven experience managing fraud or dispute operations within a regulated consumer credit, banking, or comparable financial services environment. Demonstrated experience managing an outsourced or BPO workforce, including vendor QA, performance scorecards, coaching, and accountability. Hands-on experience writing and maintaining standard operating procedures and successfully navigating compliance approval processes. Previous people management experience, including direct oversight of team leads, specialists, or frontline operations teams. Strong ownership mindset with a demonstrated ability to follow through, close operational gaps, and proactively solve problems. Clear, direct, and effective communication skills when working with internal stakeholders, vendors, and frontline teams. Strong operational judgment and the ability to make thoughtful decisions in fast-moving and evolving environments. Data-driven approach to identifying performance trends, operational bottlenecks, and opportunities for improvement. Familiarity with transaction fraud monitoring platforms such as Sardine or comparable tools is a plus. Experience with application decisioning and KYC processes is preferred. Familiarity with ticketing and workflow platforms such as Zendesk is helpful. Ability to independently develop analytical views using SQL, Sigma, or comparable data visualization and analytics tools is a plus. Workforce management experience is advantageous. Experience designing written operational processes, including SOPs, escalation procedures, and QA sampling plans, is highly valued. Benefits: Competitive compensation package with equity opportunities. Choice of high-quality work computer and technology resources. Flexible paid time off. Fully covered, high-quality healthcare, including dependent coverage. Access to One Medical and the option to participate in a Flexible Spending Account (FSA). 20 weeks of paid parental leave for primary caregivers. 8 weeks of paid parental leave for all new parents. Access to modern technology and tools designed to support innovation, productivity, and operational excellence. Opportunity to take meaningful ownership of a rapidly scaling fraud operations function. Collaborative environment with exposure to fraud strategy, compliance, operations, and financial technology. How Jobgether works: 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! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1 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 the United States. As a Fraud Operations Manager, you’ll lead the day-to-day execution of a growing fraud operations function within a regulated financial services environment. You’ll manage internal specialists, team leads, and an outsourced BPO workforce while driving consistent performance and high operational standards. The role combines hands-on people leadership, vendor management, process development, compliance, and operational problem-solving. You’ll ensure procedures are documented, current, scalable, and aligned with regulatory and banking requirements. You’ll also use data and frontline insights to identify bottlenecks, reduce inconsistencies, and improve workflows. With significant ownership over team performance and fraud operations quality, this is an opportunity to build systems that scale while balancing fraud prevention with a strong customer experience.