Fraud Operations Manager

📋 Description

• Lead day-to-day fraud operations across internal staff and outsourced BPO teams.
• Coach, track productivity, and enforce quality management practices.
• Manage BPO vendor performance, QA scorecards, and service standards.
• Develop and maintain SOPs; route for compliance approvals.
• Collaborate with fraud strategy teams on workflows and trends.
• Act as escalation point for fraud ops issues with actionable solutions.

🎯 Requirements

• Experience managing fraud or dispute ops in regulated financial services.
• Experience with outsourced/BPO workforce, QA, and scorecards.
• Hands-on in writing/maintaining SOPs and compliance processes.
• People management, with oversight of team leads and frontline staff.
• Strong communication with stakeholders and vendors.
• Data-driven with ability to identify trends and bottlenecks.

🎁 Benefits

• Competitive compensation with equity opportunities.
• Quality tech resources and hardware.
• Flexible paid time off; comprehensive healthcare including dependents.
• Access to One Medical; optional FSA.
• Paid parental leave: 20 weeks primary, 8 weeks all new parents.
• Opportunities to own a rapidly scaling fraud ops function.