Fraud Investigations Manager

Gusto•Denver, CO

73d•$129,000 - $189,000•Hybrid

About The Position

Gusto is looking for an experienced financial crime compliance leader to join as the Fraud Investigations Manager. This is a key leadership position reporting to the Head of Financial Crime Investigations, requiring strong cross-functional collaboration and visibility across the company. In this role, you will be responsible for protecting Gusto and our 400,000+ customers from evolving and sophisticated fraud risks. You'll build and lead a best-in-class investigations function, designing proactive, scalable fraud defenses that align with Gusto's mission to empower small businesses. This position operates at the intersection of strategic leadership and technical execution, balancing fraud prevention controls with Gusto's commitment to business growth. The Fraud Investigations Manager will lead a proactive, AI-forward and data-driven team, turning complex fraud data into precise, actionable strategies. You'll partner closely with FinCrime Compliance (AML/EDD) and Risk teams (Engineering, Data Science) to safeguard platform integrity and maintain customer trust. The Fraud Investigations Team is dedicated to protecting both Gustomers and Gusto from fraudulent activity. The team conducts in-depth investigations into suspicious account behavior, reviews accounts for potential abuse, and works collaboratively with internal and external partners to mitigate risks. Beyond investigations, the team provides empathetic support to impacted customers, helping guide them through account protection and recovery. They also engage with external institutions to recover stolen funds and ensure every case is thoroughly documented and tracked for comprehensive management. Together, the team plays a vital role in upholding Gusto's financial integrity and reinforcing customer trust.

Requirements

Minimum of 5 years of progressive experience in fraud prevention, financial crime, or risk strategy within a regulated FinTech, payments, or banking environment, including at least 2 years of leadership experience managing or mentoring an investigative team.
Proven ability to build, scale, and operationalize comprehensive fraud programs that balance robust controls with business growth, and a deep understanding of how fraud defenses intersect with AML/BSA requirements (e.g., Suspicious Activity Reporting and KYC/CDD).
Strong domain expertise across specialized fraud methodologies, including Account Takeover (ATO), device fingerprinting, and ACH/bank transfer fraud, as well as experience managing third-party vendor solutions for fraud monitoring and identity verification.
Exceptional communication and leadership skills, with the ability to navigate high-pressure situations, influence senior leaders, and drive collaboration across technical (Engineering, Data Science) and control (Legal, Compliance) partners.
A collaborative, adaptable mindset with a builder mentality-no job is too big or too small.
Ability to work hybrid in one of our three offices; Denver, New York, or San Francisco, being in-office at least two days a week.

Nice To Haves

Certified Fraud Examiner (CFE) strongly preferred; CAMS or other relevant regulatory compliance certifications are a plus.
Proficiency with SQL and Python for data analysis, risk modeling, and fraud rule testing is a plus; demonstrated ability to apply AI technologies-including prompt engineering and AI tools-to enhance investigative efficiency and strategy.

Responsibilities

Lead and empower the Fraud Investigations team, ensuring the highest standards of investigative writing, case documentation, and resolution. Mentor and develop team members to ensure all investigations, records, and quality controls meet rigorous internal and external compliance standards.
Serve as the subject matter expert on fraud investigations, providing authoritative guidance on complex cases. Own and continuously improve processes related to fund recovery, including legal and regulatory procedures such as letters of indemnity and ensure timely, compliant resolution of unauthorized transactions.
Champion scalable, AI-forward solutions that strengthen the team's operations and enhance the efficiency and accuracy of investigations.
Track, analyze, and own team Key Performance Indicators (KPIs) to ensure optimal operational performance. Leverage data analytics to identify trends, drive measurable cost savings, and uncover opportunities for process improvement.
Partner cross-functionally with Engineering, Data Science, and Product teams to translate evolving fraud patterns into actionable technical requirements. Drive the design and optimization of risk platforms to proactively mitigate systemic risks, including Account Takeover (ATO) and emerging fraud trends.
Deliver executive-level communications that distill complex fraud trends and root causes into clear, compelling narratives. Translate technical analyses into strategic recommendations and business cases that secure resources, align priorities, and inform the development of new controls across leadership and partner teams.