Risk Operations Transformation Lead

Tilt Finance

3d•$100,000 - $115,000•Remote

About The Position

Tilt is hiring a Risk Operations Transformation Lead to help Risk Operations scale through better processes, tooling, analytics, partner delivery and automation. This is a hands-on, execution-oriented role where you will lead changes from problem definition through implementation and measurement, including: redesigning operational processes, improving internal tooling, transitioning appropriate work to external partners or automation, establishing operating metrics, and ensuring teams are ready when policies, products or systems change. This is not a traditional project coordination or PMO role. You'll own a portfolio of programs and be accountable for measurable improvements, working closely with Risk Operations, Fraud Strategy, Compliance, Product, Engineering, Data, Shared Services and Vendor Management. Tilt is a remote-first company that fosters connectivity through regular offsites. Travel for company offsites is required at least twice per year.

Requirements

5+ years of experience in Risk Operations, Fraud Operations, Disputes, Credit Risk, Trust and Safety, Compliance Operations, operations strategy, program management or a related field
Track record leading operational improvement or transformation programs, including redesigning processes, implementing tools or launching automation, from problem definition through measurement
Strong understanding of how operational queues, investigations, reviews and escalations work in practice
Strong analytical skills, with experience using operational data to identify trends, diagnose root causes and make recommendations
Able to turn ambiguous problems into clear plans, requirements and measurable results while managing multiple complex initiatives
Able to influence stakeholders and drive decisions without direct authority
Clear written and verbal communication with frontline teams, technical partners and senior leadership
Sound judgment on operational risk, controls, prioritization and escalation
Experience in fintech, payments, banking or another highly regulated environment

Nice To Haves

BPO or distributed-team transitions
change-management experience
writing product or business requirements
SQL and Looker, Tableau or Databricks
familiarity with capacity models, SLA and quality measures, and regulations such as Reg E, Reg Z and UDAAP

Responsibilities

Serve as the Risk Operations business owner for AI Enabled Operations, prioritizing automation opportunities by volume, complexity, customer impact and operational risk
Define the requirements, decision logic, controls and success measures for Risk automation, and partner with Product and Engineering through design, testing and launch
Monitor automation after launch (adoption, accuracy, quality, risk outcomes and savings) and lead improvements when results fall short
Lead transformation programs that simplify Risk Operations processes, workflows, roles and handoffs, from problem definition through adoption and measurement
Identify work that can move to better tooling, self-service capabilities or BPO partners, and define tooling improvements with Product and Engineering
Work with Shared Services and Vendor Management on operational readiness, including documentation, training, quality controls, escalation paths and post-launch monitoring
Define the metrics that show performance, capacity, quality and risk trends, and use them to find root causes and prioritize improvements
Keep new processes, tools and automation aligned with requirements set by Compliance, Fraud Strategy and other policy owners
In your first 90 to 180 days: build a prioritized program portfolio, deliver initial improvements, and show measurable movement in an outcome such as SLA attainment, backlog age, quality, loss outcomes or cost per case