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Tier-1 brand, metro location, and a mid-level generalist operations title increase candidate competition.
Requires payments and fraud operations expertise, limiting cross-industry transferability.
Requires fraud/payments operations experience and 3+ years people-management, raising screening strictness.
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Manage daily operations and performance of a Fraud Operations team, overseeing queue health, SLA attainment, and decision quality.
Provide hands-on involvement in complex caseworks including quality assurance, coaching, and first-line escalation management.
Drive operational excellence by refining processes, maintaining SOPs, and representing the team in cross-functional forums to implement improvements.
At least 3+ years of direct people management experience with frontline operations associates in fraud, risk, trust & safety, or investigations.
Experience in payments, risk, compliance, or financial industry operations and launching/operating new processes and service delivery models.
Proven ability to define, measure, and use team-level metrics (accuracy, SLAs, throughput) to drive priorities.
Excellent English communication skills including presentation and escalation management.
Hands-on people leader with strong operational ownership and ability to coach a high-judgement team in a fast-paced fraud investigation environment.
Experience with fraud domain including investigation workflows, risk vectors, and improving fraud review operations via process and tooling.
Analytically proficient with comfort using data to manage performance and partnering with data science/engineering teams.