Risk Operations Manager

Flexcar; Boston (MA); On-site; USD 90,000 - 130,000; Full time

Job summary

Flexcar is seeking a Risk Operations Manager to lead risk management processes in Customer Care. The role involves overseeing chargebacks, application reviews, and working on performance improvement initiatives. Ideal candidates will possess strong organizational skills, be data-driven, and have significant experience in risk management and operations.

Benefits

Flexible PTO policy

401(k) plan with company match

Up to twelve weeks of paid family leave

Medical, Dental, Vision eligibility from day one

Discounted rates on Flexcar products

Qualifications

• 5+ years of experience in operations, risk management, customer care, or fraud prevention roles.
• Prior experience with chargeback representment, manual application review, or fraud ruleset creation is highly desirable.
• Familiarity with tools and technologies commonly used in risk management and customer service operations is a plus.

Responsibilities

• Oversee risk-related Customer Care processes including chargebacks and application reviews.
• Work across teams to set and monitor key performance indicators.
• Implement process improvements in chargeback workflows.

Skills

Risk Management

Process Optimization

Analytical & Technical Proficiency

Project & Operations Management

Leadership & Communication

Customer-Centric Problem Solving

Education

Bachelor’s degree in Business, Operations, Risk Management, or a related field

Job description

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Responsibilities:

Flexcar is seeking a Risk Operations Manager to oversee risk-related Customer Care processes, such as chargeback representment, application manual review, and delinquency outreach. The Operations Manager will be responsible for working across the organization to set goals for key performance indicators for the team and enabling their team to deliver on those goals. This role will require strong organizational skills to triage customer requests, evaluate priorities, and document any changes needed to empower the team to continuously improve. Flexcar envisions that the Operations Manager will become an expert in using the tools it has in place to conduct complete risk reviews without needing to escalate further.

• Manage chargeback representment processes and ensure related metrics are met on the team, such as win rate and representment rate
• Build payments fraud rulesets using the tools and platforms available at Flexcar
• Surface and implement ideas for process improvement in the chargeback space
• Become an expert in Flexcar’s manual review tools and processes for reviewing applications for approval and detecting potential fraud, and act as the point person for a team of reviewers
• Triage customer issues related to risk technology or processes to either resolve the issue directly or point the issue to the correct team
• Work closely with the Product and Risk teams to define, monitor, and improve key performance indicators for the team performing tasks related to manual reviews, chargebacks, delinquency, suspected accidents, and other related tasks
• Partner with Product to run tests and pilot solutions in the risk management space, and provide feedback ahead of full roll-outs
  
  

Job Title: Risk Operations Manager

Location: Boston, MA

Position Type: Full-time – Exempt

Salary Range: $90,000 plus 15% bonus

Responsibilities:

Flexcar is seeking a Risk Operations Manager to oversee risk-related Customer Care processes, such as chargeback representment, application manual review, and delinquency outreach. The Operations Manager will be responsible for working across the organization to set goals for key performance indicators for the team and enabling their team to deliver on those goals. This role will require strong organizational skills to triage customer requests, evaluate priorities, and document any changes needed to empower the team to continuously improve. Flexcar envisions that the Operations Manager will become an expert in using the tools it has in place to conduct complete risk reviews without needing to escalate further.

• Manage chargeback representment processes and ensure related metrics are met on the team, such as win rate and representment rate
• Build payments fraud rulesets using the tools and platforms available at Flexcar
• Surface and implement ideas for process improvement in the chargeback space
• Become an expert in Flexcar’s manual review tools and processes for reviewing applications for approval and detecting potential fraud, and act as the point person for a team of reviewers
• Triage customer issues related to risk technology or processes to either resolve the issue directly or point the issue to the correct team
• Work closely with the Product and Risk teams to define, monitor, and improve key performance indicators for the team performing tasks related to manual reviews, chargebacks, delinquency, suspected accidents, and other related tasks
• Partner with Product to run tests and pilot solutions in the risk management space, and provide feedback ahead of full roll-outs
  
  

Skills:

• Risk Management
• Experience managing chargebacks, payments fraud, application reviews, and delinquency outreach.
• Ability to identify, assess, and respond to risk-related customer service issues.
• Process Optimization
• Proven ability to identify and implement process improvements.
• Track record of building or improving risk and fraud workflows.
• Experience setting and managing to key performance indicators (KPIs).
• Analytical & Technical Proficiency
• Strong analytical skills to evaluate chargeback metrics, fraud data, and risk patterns.
• Comfortable using fraud detection tools, manual review platforms, and chargeback management systems.
• Ability to define fraud rulesets and use data to inform decisions.
• Project & Operations Management
• Experience triaging and prioritizing tasks or requests based on urgency and business impact.
• Ability to document and manage process changes clearly and consistently.
• Demonstrated success in running or supporting cross-functional initiatives (e.g., with Product or Risk teams).
• Leadership & Communication
• People management or team leadership experience.
• Ability to communicate clearly across teams (Customer Care, Risk, Product).
• Capable of being the point of contact and knowledge expert for risk operations processes.
• Customer-Centric Problem Solving
• Strong judgment in resolving customer issues related to fraud, risk, or account concerns.
• A mindset geared toward continuous improvement
  
  

Qualifications

• Bachelor’s degree in Business, Operations, Risk Management, or a related field (or equivalent experience).
• 5+ years of experience in operations, risk management, customer care, or fraud prevention roles.
• Prior experience with chargeback representment, manual application review, or fraud ruleset creation is highly desirable.
• Familiarity with tools and technologies commonly used in risk management and customer service operations (e.g., Sift, Stripe, Kount, etc.) is a plus.
• Strong command of Excel, SQL, or data visualization tools may be beneficial for KPI tracking and reporting.
• Managed a team of Customer Support or Operations team members with specialized responsibilities related to payments, fraud, or general manual application review.
• Experience with setting targets for performance metrics and motivating a team to deliver against those targets.
• Demonstrated ability to work collaboratively across other teams in an organization, such as Product, Risk, and Customer Care.
  
  

What Tops Off the Tank:

• Rest & Relaxation: Flexible PTO policy.
• Future Savings: Benefit from a 401(k) plan with company match from day one.
• Family Expansion: Take advantage of up to twelve weeks of paid family leave.
• Employee Benefits: Medical, Dental, Vision eligibility day one. Enjoy discounted rates on Flexcar products.
  
  

Who Are We:

We are fiercely disrupting the concept of automobile ownership Flexcar is on a mission to replace car ownership for the majority of car owners. Currently operational in 4 markets and continuing to grow, our goal is to offer a flexible alternative to car ownership that puts our members in the driver seat of their budget and their vehicle. Flexcar covers all maintenance costs, insurance costs, registration costs, and more, to provide an ownership alternative that is simple and seamless for our members. Flexcar empowers all walks of life the flexibility to have a car of their own without the hassles of traditional car ownership. Convenient and affordable, Flexcar is here to disrupt a 90-billion-dollar industry by providing customers an alternative to car-sharing, leases, ownership, and car rentals.

The Extra Mile:

Flexcar is rapidly growing and we want you to be a Flexster. Our special team is passionate, kind, collaborative, driven, and all-in on building the next automotive game-changer from the ground-up. This truly is an amazing opportunity to not only contribute your talents as a team-member, but also to help build the future Flexcar.

Flexcar is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. Flexcar provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Accounting/Auditing

• Industries

  Motor Vehicle Manufacturing

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