Fraud Operations Manager

ID.me • McLean, VA

4d • Onsite

About The Position

We are looking for a Fraud Operations Manager that will report directly to our Senior Director of Fraud Investigations and will be responsible for improving the processes within the fraud team and how the fraud team interacts with other teams (e.g., Member Support, Product, Engineering, Security). The person in this role would define processes, write playbooks, and track team productivity metrics.
A successful leader in this role will have superb verbal and written communication skills with an analytical approach to problem solving. The candidate must be comfortable working with ambiguity, making recommendations to senior management, and delivering results on highly demanding timelines. This role requires a meticulous attention to detail, excellent project management skills, and a desire to consistently make things better.

Requirements

• 5+ years of experience in fraud operations, risk management, or fraud analytics, with 3+ years in a leadership role.
• Proven experience in operations, process improvement, and/or project management
• Strong cross-functional collaboration skills, especially with Data, Product, Engineering, and Security partners.
• Deep understanding of fraud detection concepts, case management tools, and operational workflows.
• Ability to develop and implement scalable processes in a fast-paced, high-growth environment.
• Excellent problem-solving, communication, and leadership skills.
• Proficiency in tools like SQL, JIRA, or data labeling platforms.

Nice To Haves

• Experience with digital identity, public sector fraud prevention, or benefits fraud schemes is a plus.

Responsibilities

• Build and lead a high-performing fraud operations team focused on continuous improvement and cross-functional collaboration.
• Lead the improvement of day-to-day operations processes for the Fraud team to help team members meet deadlines and ensure that projects/tasks are being completed on schedule.
• fraud requirements, frameworks, and workflows.
• Identify and implement process improvements, tooling enhancements, and automation opportunities to increase speed and accuracy.
• Establish and track performance metrics related to fraud detection and prevention performance.
• Oversee the design and delivery of reports and visualizations that analyze business functions, key operations, and performance metrics in line with the fraud reporting and analytics strategy.
• Support agent training, QA, and continuous improvement initiatives to maintain operational excellence.
• Stay ahead of emerging fraud patterns and collaborate with intelligence teams.
• Manage internal teams and external vendor relationships to ensure effective case coverage and execution.

Benefits

• ID.me offers comprehensive medical, dental, vision, health savings account, flexible spending accounts (medical, limited purpose, dependent care, commuter benefit accounts), basic and voluntary life and AD&D insurance, 401(k) with company match, parental leave, ability to participate in unlimited paid time off subject to the terms and conditions of the PTO policy, including 8 company wide holidays, short and long-term disability insurance, accident and critical illness insurance, referral bonus policy, employee assistance program, pet insurance, travel assistant program, wellbeing and childcare discounts, benefit advocates, and a learning and development benefit.
• The above represents the anticipated total rewards package for this job requisition. Final offers may vary from the amount listed based on qualifications, professional experiences, skills, education, relevant training, geographic location, and other job related factors.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees