Fraud Operations Manager
About The Position
As the Fraud Operations Manager, you'll own the end-to-end fraud function: building the detection systems, creating response workflows, improving fraud models, managing the tech stack, designing agent SOPs, and establishing the cross-functional partnerships that keep customers safe without creating friction that slows them down. The playbook doesn't exist yet — you'll write it and run it. You will report to the Senior Manager, Business Operations. You must be commutable to our NYC or SF office and will operate in a hybrid environment. We default to being in-office 3–4 days per week with required attendance on Tuesdays and Thursdays.
Requirements
- 5+ years in fraud operations, payments risk, or trust and safety, ideally in fintech, payments, or a marketplace with real transaction volume, including hands-on experience building fraud programs from early stages or maturing existing ones
- Proven experience building AI-powered workflows in a fraud or risk operations context, automating investigation steps, detection logic, or reporting
- Comfortable moving without a fully defined playbook, making calls on detection thresholds and response protocols without waiting for every edge case to be scoped
- Hands-on experience managing chargebacks, disputes, and fraud investigations at scale, with a strong command of card network rules and representment strategy
- Strong analytical skills, comfortable pulling and interpreting transaction data to spot patterns, set thresholds, and measure intervention impact
- Familiarity with payment processors such as Stripe or Adyen, chargeback management platforms, and fraud detection tooling
Responsibilities
- Own GlossGenius's fraud program end-to-end, defining strategy, detection rules, and response protocols and evolving them as volume and fraud patterns change
- Design and deploy AI-powered fraud detection and monitoring workflows that surface emerging patterns faster than manual review, and build the reporting and alerting that gives leadership real-time visibility into fraud trends, financial exposure, and operational performance
- Drive down fraud losses by identifying emerging attack vectors and implementing controls before they scale, without degrading the customer experience
- Shape fraud tooling roadmaps alongside Payments and Engineering, translating operational pain points into product requirements
- Manage chargeback and dispute operations end-to-end, including evidence compilation, representment strategy, and win-rate optimization
- Develop policies and SOPs that balance risk mitigation with customer experience
Benefits
- Competitive health & dental insurance options, effective on your first day of employment
- Flexible PTO
- In-office lunch twice per week for NYC and SF employees, plus late night dinner stipends
- Access to Wellhub, a corporate wellness platform with discounted gym memberships, fitness classes, and mental health resources
- Annual stipend for professional development and continued learning
- High performers at 5 years receive a generous stipend to use however you recharge best
- 401k benefit: employees are eligible to contribute starting day 1 of employment
- Dependent Care FSA
- Paid parental leave
- Fertility and adoption benefits via Carrot and Kindbody
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
