Fraud Operations Manager

Jobgether; United States; On-site; USD 120,000 - 150,000; Full time

Benefits offered by this job

Equity

Healthcare

Flexible PTO

One Medical

FSA

Parental leave 20 weeks

Parental leave 8 weeks

Tech resources

Ownership opportunity

Job summary

Jobgether is seeking a Fraud Operations Manager in the United States to lead a growing fraud operations function in a regulated financial services environment. You will manage internal specialists, team leads, and outsourced BPO personnel while driving performance and high standards.

You will own SOP development, partner with fraud strategy teams on workflows, and use data insights to identify bottlenecks and optimize processes.

Qualifications

• Proven experience managing fraud or dispute operations within a regulated consumer credit, banking, or equivalent financial services environment.
• Experience managing an outsourced or BPO workforce, including vendor QA, scorecards, coaching, and accountability.
• Hands-on experience writing and maintaining SOPs and navigating compliance approvals.
• Previous people management experience, including oversight of team leads and specialists.
• Strong ownership mindset with ability to close gaps and proactively solve problems.

Responsibilities

• Own full-cycle people management for fraud operations, including team leads and outsourced personnel.
• Establish coaching, productivity tracking, and quality management practices to improve performance.
• Manage the BPO relationship, including vendor performance and QA scorecards.
• Maintain vendor QA frameworks and service standards.
• Lead SOP development and maintenance with compliance approvals.
• Partner with fraud strategy teams on workflow changes and trends.
• Serve as escalation point for fraud operations issues with recommendations.
• Use data to identify bottlenecks and opportunities for improvement.
• Build scalable systems and processes to support growth in fraud operations.
• Balance fraud prevention with customer experience and minimize false positives.
• Improve consistency across internal and outsourced teams through clear processes.

Skills

People leadership

Vendor management

SOP writing

Data-driven

Communication

Problem solving

Ownership mindset

Regulatory awareness

Education

Bachelor's degree

Tools

Sardine

Zendesk

SQL

Sigma

Job description

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.

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.

We appreciate your interest and wish you the best!