Risk Operations Lead

Lithic; San Francisco, New York (CA, NY); On-site; USD 100,000 - 150,000; Full time

Job summary

Lithic is seeking a Risk Operations Lead to enhance their risk and fraud operations. This cross-functional role involves improving efficiency and compliance while managing a team dedicated to risk management services and support. The ideal candidate will have extensive experience in financial services, specifically in risk and fraud management, and a passion for operational excellence in a fast-paced environment.

Benefits

Health, vision, and dental insurance

Unlimited PTO

401(k) match

Voluntary Life Insurance and AD&D

12-weeks fully paid parental leave

Work From Anywhere for 4 weeks each year

$50/month towards your commute

Free lunch every Tuesday and Thursday

Qualifications

• 5+ years in financial services operations, especially in risk and fraud management.
• 2+ years in management, hiring, and team leadership.
• Expert knowledge of Federal Regulations E and Z, NACHA guidelines, and card payment rules.

Responsibilities

• Plan, execute, and improve risk operations including client guides and SOPs.
• Manage and build the Risk Operations team’s training and quality assurance.
• Collaborate with stakeholders to set and meet performance metrics.

Skills

Project Management

Problem Solving

Operational Efficiency

Client Relationship Management

Tools

Google Suite

Microsoft Office Suite

Looker

Tableau

Job description

Lithic creates card issuing and payment infrastructure for technology companies that just works. We help some of the world’s fastest-growing digital banks, fintech companies, and software companies process billions in transactions annually.

Lithic is hiring a seasoned Risk Operations Lead to own planning, execution, and continuous improvement of our Risk, Fraud, and Dispute Operations as we scale and support a broader scope of financial services clients. This is a highly cross-functional client-facing role responsible for harvesting insights from operational efficiency, accuracy, and customer experience KPI’s, disseminating performance feedback throughout the organization, and ensuring Lithic’s compliance with relevant regulations and payment network rules. This is an exciting opportunity to help Lithic mature and scale it’s risk, fraud, and dispute programs to support hundreds of payments companies.

What You'll Do:

• Own execution and continuous improvement of Lithic’s fraud, dispute, and chargeback operations, including development of standard operating procedures and client guides as necessary to support new Lithic products and payment network rule changes. Maintain organization and change management for Lithic’s SOP library.
• Build, administer, and scale the Risk Operations team’s training, quality assurance, and content management programs to drive operational excellence as we scale.
• Collaborate with leadership and key stakeholders to establish your Risk Operations’ KPIs, and continuously manage the program and team members to targets. Deliver feedback (praise and constructive) and publish performance trends to Lithic leadership.
• Own and assess the team’s OKRs and other goals, and manage the team’s capacity between OKR, keep the lights on, and incident response obligations.
• Build relationships with our customer-facing teams (and our customers themselves) to best inform our approach to delivering efficient, effective, and compliant risk operations support.
• Define the team’s internal tooling requirements, and work cross-functionally to acquire buy-in and support for enhancements that result in material improvements to client experience, productivity, accuracy, and recovery metrics. Write Business Requirements Documents (BRDs) and Product Requirements Documents (PRDs) as needed.
• Serve as Lithic’s fraud and dispute operations Subject Matter Expert, and deliver feedback and guidance to clients on chargeback optimization best practices.
• Support risk assessments, compliance testing, audits, and ad-hoc projects as assigned.

What You Bring:

• 5+ years of financial services operations experience, preferably in issuer risk, fraud, and dispute operations management
• 2+ years in a management role that included sourcing and hiring talent, scaling operations, and providing ongoing coaching and feedback to team members
• The ability to foster a cohesive and creative culture across remote teams and multiple time zones. You must lead your team with integrity and nurture an inclusive, supportive, collaborative, and energetic environment for your team
• Expert knowledge and understanding of Federal Regulations E and Z, NACHA operating guidelines, and Mastercard and Visa operating rules
• A passion for identifying problems and finding the ideal solution. Automation and optimization are two of your greatest strengths, and you possess strong prioritizing and project management skills
• Advanced Google Suite skills and Microsoft Office suite skills and dashboarding experience using tools such as Looker, Metabase, Hex, or Tableau

#LI-MS1

• Health, vision, and dental insurance; HSA Contribution Match
• Unlimited PTO
• 401(k) match
• Voluntary Life Insurance and AD&D
• 3% cashback on all Privacy purchases
• 12-weeks fully paid parental leave
• Work From Anywhere: work from anywhere in the world 4-weeks each year

We believe in-person collaboration boosts creativity, communication, and agility, which are key to our growth. Employees in the NYC area are asked to work from our SoHo office three days a week - Tuesdays and Thursdays are core in-office days - the third is flexible.

• $50/month towards your commute
• Free lunch every Tuesday and Thursday

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