Fraud Operations Program Manager
About The Position
The Fraud Operations Program Manager oversees high-impact projects supporting business growth and strategic initiatives across Fraud Operations. The role is the primary liaison between Fraud Operations and Product, Detection & Prevention, and other teams. It develops Business Requirement Documents (BRDs), drafts memos, manages issues, and leads project work within Fraud Operations. A core responsibility is ensuring smooth rollouts and launches that affect Fraud Operations by coordinating readiness across people, process, and technology. The manager partners with Fraud Operations leadership and frontline agents to identify and pursue improvement opportunities. The position is based in the Chicago, Denver, Westlake, or Lake Mary offices, with in-person attendance expected at least three days per week.
Requirements
- Bachelor's degree in Business, Finance, or a related field, or equivalent work experience.
- Excellent program and project management skills.
- At least 5 years of experience in Fraud Operations, Trust & Safety, or a related risk or operations discipline.
- Strong understanding of fraud typologies and operational workflows across products such as equities, crypto, and event contracts.
- Experience managing multiple projects involving stakeholders across business units.
- Strong written and verbal communication, analytical, and project management skills, with close attention to detail.
- Ability to balance multiple priorities, work autonomously, and drive execution while favoring automation over manual processes.
- Ability to build and sustain trust-based relationships with cross-functional teams and frontline agents, with strong responsiveness.
- Resourcefulness, persistence, and ability to thrive in a fast-paced, entrepreneurial environment.
Responsibilities
- Serve as the main liaison between Fraud Operations and Product, Detection & Prevention, and other teams throughout the product development lifecycle.
- Own launch readiness for product rollouts and initiatives affecting Fraud Operations, coordinating people, process, and technology readiness before go-live.
- Develop and maintain Business Requirement Documents (BRDs) for products and initiatives affecting Fraud Operations.
- Draft and circulate memos about Fraud Operations implementations and updates, ensuring timely review and approval.
- Manage and resolve reported Fraud Operations issues, driving root-cause resolution and timely closure.
- Partner with Fraud Operations leadership to plan for and de-risk launches, aligning staffing, training, and workflow changes with product timelines.
- Coordinate with Product, Detection & Prevention, Engineering, and BPO vendor partners to support communication and collaboration on projects affecting Fraud Operations.
- Establish a cohesive vision for cross-team Fraud Operations initiatives, prioritizing efficiency and operational readiness.
- Work with frontline Fraud Operations agents to identify process gaps and improvement opportunities and translate feedback into scoped initiatives.
- Provide guidance to the Fraud Operations team and foster continuous improvement.
Benefits
- Performance-driven compensation, including bonus programs and equity ownership.
- 401(k) matching.
- 100% paid health insurance for employees and 90% coverage for dependents.
- Access for eligible US employees to invest in a private employee fund providing exposure to Robinhood Ventures funds.
- Access to AI tools and continuous AI skill-building.
- Flexible lifestyle benefits spending account for wellness, learning, and more.
- Employer-paid life and disability insurance.
- Fertility benefits and mental health benefits.
- Company holidays, paid time off, sick time, parental leave, and more.
- Catered meals, events, and comfortable workspaces.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
