Product Operations Specialist | Fraud Operations Processes

Félix; São Paulo; On-site; BRL 606,000 - 882,000; Full time

Benefits offered by this job

Competitive salary

Initial stock options grant

Annual performance bonus

Health, dental, and vision plans

Unlimited PTO

Paid parental leave

Growth opportunities in a dynamic env.

Job summary

Félix is seeking a Product Operations Specialist focused on Fraud Operations Processes to architect scalable risk controls in a high-growth fintech environment moving millions via WhatsApp. You will own, audit, and scale our SOP library, partnering with Risk, Product, and Engineering to reduce fraud while preserving a smooth user journey.

In this role you will map workflows, identify automation opportunities, and build guardrails that support rapid growth and secure cross-border remittances for

Qualifications

• Solid understanding of financial fraud risk vectors and patterns.
• Proven ability to map, document, and scale complex workflows.
• Experience prepping processes for automation or external vendors.
• Strong data querying skills to back up business cases with numbers.
• Excellent cross-functional communication across multiple teams.

Responsibilities

• Maintain, improve, and own the fraud SOP library as the single source of truth.
• Design internal monitoring, dashboards, and spot-checks for core processes.
• Define and optimize health metrics for fraud workflows.
• Identify bottlenecks and partner with Product Ops and Engineering to automate.
• Own change control and ensure updates reflect in capacity models and training.
• Safeguard user experience while minimizing fraud risk.

Skills

Fraud domain expertise

SOP & process engineering

Automation mindset

Data fluency (SQL / BigQuery)

Stakeholder management

Autonomy under ambiguity

English communication

Tools

SQL

BigQuery

Job description

About Us

At Félix, we are building the indispensable financial companion for Latinos in the US. We combine an AI-powered, conversational-first interface with real-time financial infrastructure to make cross-border money movement as easy as sending a text. Starting with fast, affordable remittances powered by AI and crypto rails, we are expanding into credit, savings, and wallet services to support the complete immigrant financial journey. Our ambition is to deliver a white-glove financial experience with the simplicity of a conversation to a community the traditional financial system has historically overlooked.

We are a hyper-growth Series C company, backed by over $300 million in funding from top-tier global investors, including Andreessen Horowitz, QED, Castle Island, Switch Ventures, HTwenty, Monashees, General Catalyst Customer Value Fund. This isn't just about the numbers; it's a testament to the trust our investors have in our vision and our team. Additionally, Félix was selected as an “Endeavor Entrepreneur” and was a recipient of the CrossTech Fintech Startups Award.

Joining Félix means you will be part of a team building a legacy, a company that will outlive us all. This is a rare opportunity to apply your skills to a deeply meaningful mission—serving a community that has been underserved for too long because we are obsessed with our customers. We get things done with urgency and focus, driven by extreme ownership over our impact. We collaborate without ego, fostering radical transparency and fierce loyalty so we can grow together. Because we aim for insanely great rather than just good enough, we stay insatiably curious—always experimenting, building the future today, and delivering a product that truly makes our users' lives better.

About The Role

As a Product Operations Specialist focused on Fraud Operations Processes, you will not just execute risk policies—you will be the architect of how our fraud operations scale. In a hyper-growth fintech environment moving millions of dollars over WhatsApp, efficiency, speed, and accuracy are paramount.

Your mission is to own, audit, and optimize our entire Standard Operating Procedure (SOP) library, bridging the gap between risk management, product capability, and operational execution. You will map out, fix and scale complex workflows, identify automation opportunities alongside Engineering and Product, and package high-volume processes so they are ready to be seamlessly executed and ready to stop fraud while ensuring the legitimate user experience. Your ultimate goal is to build bulletproof, invisible guardrails that mitigate fraud while ensuring a frictionless user journey for legitimate customers recovering from false declines.

Responsibilities

• SOP Architecture & Process Scalability: Maintain, continuously improve, and own the single source of truth for all live fraud operational processes. Standardize and document high-volume workflows into clear, repeatable, step-by-step processes that can be executed consistently by any team member with minimal ramp-up or oversight.
• Governance & Audit Cadence: Design and execute internal monitoring mechanisms, dashboards, and spot-checks for core processes to ensure compliance, maintain high quality, and significantly improve user journey
• Process Metrics & KPIs: Define, track, and optimize key health metrics for fraud workflows, including process adherence, operational throughput, and process quality.
• Automation & Tooling Improvement: Identify systemic operational bottlenecks, build data-driven business cases for automation, and partner directly with Product Ops and Engineering to implement tools that eliminate manual overhead.
• Change Control & Strategic Alignment: Own versioning, sign-off, and cross-functional communication whenever a process evolves. Partner closely with Workforce Management (WFM), Quality and Training to ensure updates are instantly reflected in capacity models and training calibrations.
• User Experience Safeguarding: Ensure that while minimizing fraud risk, the user recovery journey is seamless, minimizing friction when legitimate users face false declines.

Requirements

• Fraud/Payments Domain Expertise: Solid understanding of financial fraud risk vectors and known patterns
• SOP & Process Engineering: Proven track record of mapping, documenting, and scaling complex operational workflows within high-growth fintechs or tech environments.
• Automation & Outsourcing Mindset: Experience prepping operational processes for automation or external vendors, with a sharp eye for separating high-judgment tasks from transactional ones.
• Data Fluency: Strong hands-on experience querying data (SQL, BigQuery, Omni, or similar) to extract process metrics, build operational dashboards, and back up business cases with hard numbers.
• Stakeholder Management: Exceptional communication skills to align cross-functional teams including Customer Operations, WFM, Product, Quality Assurance, and multiple stakeholders.
• Autonomy under Ambiguity: A true "owner" mentality with a strong bias for action, capable of navigating and creating structure out of unstructured startup environments.
• Language Proficiency: Professional fluency and advanced communication skills in English.
• These are the applicable requisites, although equivalent competencies in any of the above will also be considered.

What We Offer

• Competitive salary
• Initial stock options grant
• Annual performance bonus
• Health, dental, and vision plans
• Continuous learning opportunities
• Unlimited PTO
• Paid parental leave
• Empowering opportunities for growth in a dynamic entrepreneurial environment

Equal Opportunity Employer

At Félix, we are committed to providing equal employment opportunities to all qualified employees and applicants without regard to race, religion, nationality, sex, sexual orientation, gender identity, age, or disability. This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, training, compensation, benefits, and termination.

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