Fraud Operations Leader — Detect & Scale

H.E.B.; San Antonio (TX); On-site; USD 120,000 - 150,000; Full time

Job summary

H-E-B is seeking a Fraud Manager to lead the Fraud team in San Antonio/Austin, directing investigations across account takeovers, payment fraud, and refund abuse. You’ll drive detection workflows, partner with Digital Trust and Loss Prevention, and ensure timely, accurate results while controlling costs.

The role demands strong leadership, analytics, and coaching skills, with experience guiding analysts and reporting to senior leadership.

Qualifications

• Bachelor’s or Master’s degree in a relevant field or equivalent work experience in fraud
• Proven track record leading projects and mentoring others
• Strong leadership, analytical, and project management skills
• Excellent written and verbal communication
• CFE (Certified Fraud Examiner) or comparable certification preferred

Responsibilities

• Lead a team of fraud analysts responsible for investigating online fraud including account takeovers, payment fraud, and refund abuse
• Oversee daily fraud detection workflows, case management, and resolution processes for timely investigations
• Monitor fraud trends and elevate emerging threats to senior leadership and cross-functional partners
• Identify opportunities to improve fraud detection rules, workflows, and tools with data science and engineering teams
• Partner with external vendors to leverage fraud tooling and correct rules
• Develop and maintain SOPs for fraud investigations and case documentation
• Coordinate fraud response with Customer Service, Digital Trust, Legal, Loss Prevention and Risk/Security teams
• Communicate investigation outcomes and fraud trends to internal stakeholders
• Train and mentor analysts ensuring best practices and skill development
• Conduct quality reviews of investigations and provide coaching to improve accuracy and consistency
• Establish operational objectives and work plans, delegate assignments and manage budgets and schedules
• Oversee staffing, hiring, and performance/pay reviews

Skills

Leadership

Analytical

Project management

Communication

Mentoring

Education

Bachelor’s/Master’s in a relevant field

Job description

H-E-B is seeking a Fraud Manager to lead the Fraud team in San Antonio/Austin, directing investigations across account takeovers, payment fraud, and refund abuse. You’ll drive detection workflows, partner with Digital Trust and Loss Prevention, and ensure timely, accurate results while controlling costs.

The role demands strong leadership, analytics, and coaching skills, with experience guiding analysts and reporting to senior leadership.