Fraud Operations Manager

Job description

## **About Polymarket** Polymarket is the world's largest prediction market platform. We enable individuals to express views on real-world events by trading on outcomes across politics, economics, sports, culture, and current affairs. Built as a peer-to-peer marketplace with no centralized "house," Polymarket aggregates diverse opinions into transparent, market-based probabilities that reflect collective expectations about the future. We're growing fast — both in terms of volume ($21B traded in 2025) and adoption as an alternative news source. Our ambition is to become a ubiquitous beacon of truth in global media and we need your help adding fuel to the fire. ## **About the Role** Polymarket US is hiring a Fraud Operations Manager to build and run our Fraud Operations function. This is a hands-on management role — not a coordination role. You will own the workflows, SOPs, case management discipline, and team performance that determine how fast and how well we identify, investigate, and close fraud cases, while managing a team of Fraud Analysts and our BPO partners. This is a build-from-scratch mandate. You will write the playbooks, establish the escalation paths, set the quality standards, and create the operational routines that the team runs on — working closely with CX, Control Desk, Compliance, Product, Engineering, and Data to ensure fraud operations doesn't become a bottleneck and that investigative findings feed back into better detection and prevention. ## **What You'll Do** - Build and manage the end-to-end fraud operations workflow, including case routing, prioritization, investigation steps, documentation standards, escalation paths, and closure criteria across fraud typologies like account takeover, identity theft, payment fraud, first-party fraud, scams, and platform abuse - Manage, coach, and develop a team of Fraud Analysts — covering workload allocation, case quality reviews, performance management, and ongoing training to keep investigative standards high as volume grows - Establish and own operational SLAs, queue health metrics, case aging targets, analyst productivity standards, and QA/QC processes to ensure case dispositions are consistent, well-documented, and defensible - Oversee fraud BPO and outsourced operations partners, including onboarding, training, quality monitoring, performance management, and capacity planning for surge periods - Identify bottlenecks and repetitive manual steps in the investigation process, then work with Product and Engineering to fix them — including introducing AI and automation tools for case enrichment, triage, evidence gathering, documentation, and routing where appropriate - Partner with Fraud Strategy, Data Science, and Compliance to translate operational findings and emerging fraud patterns into stronger detection controls and clearer escalation criteria - Build and deliver regular reporting for Fraud leadership on volumes, backlog, SLAs, dispositions, losses, customer impact, and BPO performance, and support any regulatory, audit, or internal review requests ## **What We're Looking For** - 7+ years of hands-on experience in fraud, financial crimes, payments, risk, or trust and safety, preferably within fintech, financial services, crypto, payments, or a high-growth technology environment - 3+ years of direct people management experience, including managing fraud investigators or analysts - Demonstrated experience building or significantly rebuilding fraud operations workflows, investigation processes, SOPs, and escalation frameworks 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 - Experience managing high-volume operational queues with clear metrics, SLAs, and QA/QC processes, while balancing speed, investigative quality, and customer experience - Strong analytical mindset — able to use case data and operational metrics to spot patterns, diagnose bottlenecks, and make decisions about where to invest in process improvement - Experience managing BPO or outsourced operations teams, including performance management, quality standards, and escalation design - Ability to operate in a fast-moving environment where priorities shift, processes are still being built, and you are expected to create structure rather than inherit it - (Plus) Experience deploying AI, machine learning, or automation tools within fraud or risk operations - (Plus) Familiarity with KYC, AML, or sanctions programs and how they intersect with fraud operations - (Plus) Experience in regulated financial services, brokerage, derivatives, or payments - (Plus) Experience implementing or improving case management, fraud detection, or investigation tooling ## **Benefits** - Competitive salary & equity - Unlimited PTO - Full Health, Vision, & Dental coverage - 401k match - Hardware setup: new MacBook Pro, big display, & accessories ## **Pay Transparency** Base salary range: $150,000 to $180,000, plus equity and benefits. This range reflects a good-faith estimate for this position. Experience levels vary widely within a title here, so please reach out even if your expectations fall outside it. We're always happy to chat.