Head of Risk Ops

Tilt Finance

1d•$150,000 - $180,000•Remote

About The Position

Tilt is seeking a Head of Risk Operations to lead its non-customer-facing operations end-to-end. This senior leadership role is accountable for the operational work that keeps Tilt running behind the scenes, including fraud prevention, dispute resolution, mail processing, refund processing, and regulated back-office work. The role involves managing team leads and analysts, setting operational rhythms, owning key metrics, and serving as the executive-facing voice for the function. The primary goal is to make this regulated, high-volume work faster, more consistent, and more automated while maintaining quality and accuracy.

Requirements

8+ years in fraud, disputes, and overall risk operations.
3+ years leading teams, ideally including managing managers.
Deep, practical knowledge of consumer protection regulation as it applies to operations: FCRA credit disputes, Reg Z and Reg E transaction disputes, and back-office obligations (SCRA, bankruptcy, deceased handling, proof of authorization).
A track record of building and scaling operations through process and automation, not just headcount.
Strong command of fraud typologies across card, ACH, and P2P (ATO, identity fraud, payments fraud, abuse, social engineering).
Comfort operating on data: able to set and interpret operational metrics, work with SQL/BI outputs, and hold the team to a single source of truth.
Proven success partnering with Compliance, Legal, Product, and Engineering.
Communicating risk and tradeoffs to executives.

Nice To Haves

Experience in fintech, banking, or lending with an active regulatory exam environment.
Hands-on experience deploying AI or automation in an operations setting.
Familiarity with the fraud and dispute tooling ecosystem (Alloy, Socure, Persona, LexisNexis, Helix, Centrix, Zendesk, Peach) or close equivalents.
Experience owning vendor relationships, contracts, and budget for a function.

Responsibilities

End-to-end accountability for all non-customer-facing operations across every line of business, including fraud prevention, dispute resolution, back-office compliance, and processing work (mail, refunds).
Setting the standard for how every back-office workload runs, ensuring each is staffed, measured, and continuously improved.
Establishing goals, SLAs, and quality standards for the function and managing the weekly and monthly operational cadence.
Serving as the senior point of contact for Risk operations, translating operational realities into clear tradeoffs for executive leadership and partners.
Ensuring the function withstands audit and regulatory exams, partnering with Legal and Compliance on FCRA, Reg Z, Reg E, SCRA, and related obligations.
Leading and developing a team of Team Leads and subject-matter experts, including frontline investigators and analysts.
Owning the structure, staffing model, and capacity planning for the function, making build-vs-buy-vs-automate decisions.
Hiring, leveling, coaching, and retaining talent, and building career paths.
Setting individual and team performance expectations, running calibration, and maintaining quality through a QA rubric and review process.
Defining and driving the roadmap to automate manual review, dispute intake and resolution, monitoring, and reporting.
Partnering with data and AI teams to deploy tooling for case triaging, dispute response drafting, and anomaly flagging.
Owning the fraud and dispute tech stack and vendor strategy, including utilization, contracts, and consolidation.
Ensuring the function operates on a reliable single source of truth and instrumenting metrics to prove impact.
Owning the control environment for fraud and disputes, ensuring QA, escalation, and documentation standards keep decisions defensible.
Working with Compliance, Legal, Product, and Engineering to translate regulatory change into operational reality and close control gaps.
Operationalizing the company's risk appetite by building and tuning systems, thresholds, and workflows.
Serving as the escalation point for gray-area decisions.