Operations Manager - Threat Intelligence

Kodex-posted 3 months ago
11-50 employees
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This role will lead a fraud/threat/support operations department by managing workflows, analyzing metrics, and improving processes to enhance efficiency and service quality. It focuses on team management, process excellence, and operational scalability. The Manager will oversee a distributed team, ensure quality assurance across workflows, and drive repeatable processes that enable rapid growth while maintaining high standards. This person must bring a strong operational background, the ability to quickly learn, and the humility to take direction while contributing to strategy execution. By owning the day-to-day team management and process discipline, this leader will give senior leadership more capacity to focus on policy. We are open to support operations manager profiles, operations managers who have lead teams of eight or more in repeatable processes or other consulting process management background looking to move into a high growth start up.

  • Manage and mentor a global team of eight or more Threat Intelligence Specialists.
  • Build career development paths, foster professional growth, and cultivate a high-performing team culture.
  • Design, implement, and refine repeatable, scalable processes for case handling, QA, and metrics tracking.
  • Establish and monitor SLAs and KPIs, ensuring performance goals are consistently met with a data-driven approach.
  • Lead by example through participation in on-call rotations, building empathy for frontline challenges and reinforcing operational accountability.
  • Oversee quality assurance programs to ensure accuracy and consistency across assessments.
  • Develop and deliver training programs to effectively onboard new team members and upskill the existing team.
  • Scale the team without compromising security standards or processes.
  • Evaluate client requests against best practices—guiding them toward secure, effective solutions rather than defaulting to 'yes.'
  • Confidently push back when clients or executives propose actions that may introduce risk, while maintaining professionalism and trust.
  • Translate direction from senior leadership into clear team priorities that align with Kodex’s broader strategy.
  • Free up leadership bandwidth by owning daily people management, coaching, and workflow oversight.
  • Balance day-to-day execution with long-term strategic oversight.
  • Partner with Product to incorporate process improvements into tooling and product design.
  • Collaborate with Strategy & Ops, Legal, and Security teams to align threat intelligence workflows with company objectives.
  • Communicate effectively with internal stakeholders and external partners, including law enforcement agencies.
  • 7+ years in operations, support operations, threat intelligence, fraud prevention, or a related field, with at least 2 years managing teams of eight or more.
  • Demonstrated ability to build and manage large teams, establish processes, and scale operations in a fast-paced environment.
  • Strong analytical skills, with experience in setting and tracking KPIs, SLAs, and operational metrics.
  • Proven record of designing QA programs, training frameworks, and repeatable operational workflows.
  • Quick learner with exposure to threat intelligence, security operations, or fraud prevention; comfortable executing against evolving strategies.
  • Excellent written and verbal communication skills; able to present confidently to leadership and external stakeholders.
  • Comfortable with modern operational platforms and productivity tools (Google Workspace, project management software, etc.).
  • Customer Support or Fraud/Trust & Safety Operations Managers at high-growth startups (e.g., Chime, Ramp, Uber).
  • Experienced managers from threat intelligence companies (e.g., Accenture, KPMG, or similar).
  • Leaders with proven success in scaling operational teams with strong QA, training, and data-driven performance management programs.
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