Director of Fraud Escalations

Q2 • Austin, TX

41d • Hybrid

About The Position

As the Director of Fraud Escalations, you will lead a specialized team responsible for investigating and resolving complex, high-impact fraud cases escalated from banking customers. This role requires strategic leadership, strong problem-solving skills, and a deep understanding of fraud detection, investigation, and resolution within the financial services industry. You will work closely with customer support, risk, legal, compliance, and technology teams to ensure a fast, fair, and secure resolution process for affected customers.

Requirements

• Typically requires a Bachelor’s degree in Cybersecurity, Information Technology, Computer Science, or a related field and a minimum of 12 years of related experience; or an advanced degree with 8+ years of experience; or equivalent relevant work experience
• Typically requires 5-7 years managing and developing employees
• Proven leadership in developing and scaling global incident response and cyber defense programs
• Expertise in managing complex, high-impact cyber incidents and breaches, including ransomware, insider threats, and nation-state actors
• Deep technical knowledge of cybersecurity tools, forensics, malware analysis, and cloud-native incident response
• Strong knowledge of regulatory and compliance frameworks (e.g., GDPR, HIPAA, NIST, ISO, SOX, PCI-DSS)
• Executive-level communication and crisis management skills, with the ability to brief C-suite and board members during incidents
• Demonstrated ability to build high-performing teams and foster a collaborative, empowered culture
• Strong analytical, decision-making, and problem-solving skills in time-sensitive situations
• Experience with enterprise security tools including SIEM, SOAR, EDR, and threat intelligence platforms
• This position requires fluent written and oral communication in English.
• Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Nice To Haves

• Recognized industry certifications preferred: CISSP, CISM, CISA, GCFA, GCIH, GNFA, or similar

Responsibilities

• Own multi-year roadmaps, investment cases, and alignment with executive stakeholders
• Define and execute the enterprise incident response strategy aligned with risk posture and business needs
• Set direction and priorities for the team, translating cybersecurity strategy into executable and measurable plans
• Manage operational budgets, vendor relationships, and cross-functional dependencies
• Lead and develop a high-performing incident response team with a culture of accountability and continuous improvement
• Establish operating rhythms, metrics, and reporting structures to ensure program performance and visibility
• Lead major incident response activities, including real-time triage, containment, eradication, and recovery
• Facilitate post-incident reviews and drive corrective actions to improve response capabilities and resilience
• Maintain and update incident response runbooks, playbooks, and escalation paths with clear roles and RESPONSIBILITIES (RACI)
• Coordinate with SOC, threat intelligence, legal, communications, and executive teams during active events
• Build and track key performance indicators (KPIs) and key risk indicators (KRIs) to measure and optimize effectiveness
• Oversee the design and execution of tabletop exercises to ensure response readiness across the organization
• Drive automation and process improvement initiatives to enhance speed, consistency, and scale of incident response
• Serve as the primary escalation point for complex or high-impact incidents
• Engage in executive-level reporting and communicate cybersecurity risks, incidents, and response strategies effectively

Benefits

• Health & Wellness
• Hybrid Work Opportunities
• Flexible Time Off
• Career Development & Mentoring Programs
• Health & Wellness Benefits, including competitive health insurance offerings and generous paid parental leave for eligible new parents
• Community Volunteering & Company Philanthropy Programs
• Employee Peer Recognition Programs – “You Earned it”

What This Job Offers

• Job Type: Full-time
• Career Level: Director