Fraud Operations Manager

Quo•Canada, KY

2d•$141,000 - $166,000

About The Position

We’re looking for a sharp, high-impact Fraud Operations Manager to help build and scale fraud prevention at Quo. Reporting directly to the Director of Fraud, you’ll play a critical role in protecting the platform while enabling legitimate customers to grow with confidence. You will lead a team of Fraud & Compliance Specialists and operate at the center of fraud operations—owning investigations, supporting compliance workflows, and staying ahead of evolving threats. This is a high impact role where you’ll help define how fraud operations scales at Quo. You will partner closely with Data, Product, and Engineering to ensure efficient operations, strong controls, and continuous improvement across fraud detection and response.

Requirements

3–5 years of experience in fraud, risk, trust & safety, or related operational roles
Prior experience managing or mentoring a team in an operations environment
Strong operational judgment with the ability to triage, prioritize, and execute effectively
Experience handling fraud at scale in high-volume environments
Data-driven mindset—you’re comfortable using metrics to inform decisions and improve performance
Experience working with tools like Zendesk (Retool or similar internal tools a plus)
Ability to identify trends and contribute to rule creation or detection improvements
Strong cross-functional collaboration skills across support, compliance, and engineering
Excellent communication skills with the ability to handle sensitive or high-stakes situations
Comfortable operating in a fast-paced, evolving environment with high ownership

Nice To Haves

Experience using automation or AI-driven tools to improve support workflows, triage, or case handling efficiency
Experience in telecom, VoIP, messaging, or platform-based fraud environments
Experience managing chargebacks or payment-related fraud workflows
Familiarity with regulatory and compliance frameworks (e.g., TCPA, A2P ecosystems)
Experience working with external partners such as carriers, vendors, banks, or platforms
Exposure to SQL, dashboards, or data tools to support operational analysis and decision-making

Responsibilities

Lead and develop a team of Fraud & Compliance Specialists (coaching, QA, performance management)
Own day-to-day fraud operations across investigations and compliance-related workflows
Leverage AI and automation to improve SLAs and reduce manual review time across fraud and compliance queues
Design and optimize operational workflows using AI-assisted triage, prioritization, and case routing
Implement AI-driven support tooling (e.g., auto-tagging, response suggestions, case summaries) to streamline investigator and support workflows
Act as an escalation point for complex or high-risk fraud cases
Identify fraud patterns and trends, and translate insights into actionable controls
Support rule development and optimization (thresholds, heuristics, detection logic)
Monitor key fraud and operational metrics to ensure effectiveness and efficiency
Partner with Engineering and Product to improve fraud tooling and workflows (e.g., Zendesk, Retool)
Drive process improvements to increase team efficiency and reduce manual effort
Help define and scale operational playbooks, policies, and review frameworks
Balance fraud prevention efforts with customer experience and business impact
Contribute to building a best-in-class fraud operations function as the company scales