Fraud Operations Manager

Polymarket

3d•$150,000 - $180,000

About The Position

Polymarket US is hiring a Fraud Operations Manager to build and run our Fraud Operations function. This is a hands-on management role — not a coordination role. You will own the workflows, SOPs, case management discipline, and team performance that determine how fast and how well we identify, investigate, and close fraud cases, while managing a team of Fraud Analysts and our BPO partners. This is a build-from-scratch mandate. You will write the playbooks, establish the escalation paths, set the quality standards, and create the operational routines that the team runs on — working closely with CX, Control Desk, Compliance, Product, Engineering, and Data to ensure fraud operations doesn't become a bottleneck and that investigative findings feed back into better detection and prevention.

Requirements

7+ years of hands-on experience in fraud, financial crimes, payments, risk, or trust and safety, preferably within fintech, financial services, crypto, payments, or a high-growth technology environment
3+ years of direct people management experience, including managing fraud investigators or analysts
Demonstrated experience building or significantly rebuilding fraud operations workflows, investigation processes, SOPs, and escalation frameworks from the ground up
Deep working knowledge of fraud investigations and common fraud typologies, including account takeover, identity theft, payment fraud, first-party fraud, scams, and platform abuse
Experience managing high-volume operational queues with clear metrics, SLAs, and QA/QC processes, while balancing speed, investigative quality, and customer experience
Strong analytical mindset — able to use case data and operational metrics to spot patterns, diagnose bottlenecks, and make decisions about where to invest in process improvement
Experience managing BPO or outsourced operations teams, including performance management, quality standards, and escalation design
Ability to operate in a fast-moving environment where priorities shift, processes are still being built, and you are expected to create structure rather than inherit it

Nice To Haves

Experience deploying AI, machine learning, or automation tools within fraud or risk operations
Familiarity with KYC, AML, or sanctions programs and how they intersect with fraud operations
Experience in regulated financial services, brokerage, derivatives, or payments
Experience implementing or improving case management, fraud detection, or investigation tooling

Responsibilities

Build and manage the end-to-end fraud operations workflow, including case routing, prioritization, investigation steps, documentation standards, escalation paths, and closure criteria across fraud typologies like account takeover, identity theft, payment fraud, first-party fraud, scams, and platform abuse
Manage, coach, and develop a team of Fraud Analysts — covering workload allocation, case quality reviews, performance management, and ongoing training to keep investigative standards high as volume grows
Establish and own operational SLAs, queue health metrics, case aging targets, analyst productivity standards, and QA/QC processes to ensure case dispositions are consistent, well-documented, and defensible
Oversee fraud BPO and outsourced operations partners, including onboarding, training, quality monitoring, performance management, and capacity planning for surge periods
Identify bottlenecks and repetitive manual steps in the investigation process, then work with Product and Engineering to fix them — including introducing AI and automation tools for case enrichment, triage, evidence gathering, documentation, and routing where appropriate
Partner with Fraud Strategy, Data Science, and Compliance to translate operational findings and emerging fraud patterns into stronger detection controls and clearer escalation criteria
Build and deliver regular reporting for Fraud leadership on volumes, backlog, SLAs, dispositions, losses, customer impact, and BPO performance, and support any regulatory, audit, or internal review requests