Senior Manager - Fraud Operations (Remote)

United Airlines•Chicago, IL

1d•$127,870 - $166,492•Remote

About The Position

The Senior Manager – Fraud Operations leads enterprise operational detection, prevention, response, and recovery for digital fraud affecting customers, digital assets, and the airline. The role builds and operates a scalable, data- and intelligence-led fraud response capability that rapidly investigates and contains threats, supports customer recovery, and continuously improves fraud controls. The position owns day-to-day fraud operations and establishes procedures, service levels, staffing and capacity models, and performance expectations. It develops operational measures and drives automation and workflow improvements, leads and develops fraud operations resources, coordinates major incidents, and oversees complex customer fraud escalations and account recovery. The role also leads internal and external partnerships, turns operational findings and incident lessons into strategy improvements, and leads responses to significant fraud campaigns and incidents. This is a remote role with United Airlines’ Cybersecurity and Digital Risk team. The position requires legal authorization to work in the United States for any employer without sponsorship and successful completion of an interview. Reliable, punctual attendance is an essential function.

Requirements

Bachelor’s degree required; fields related to Cybersecurity, Information Systems, Computer Science, Criminal Justice, Finance, Business, or Risk Management are preferred.
At least 5 years of experience in fraud, cybersecurity, identity, threat intelligence, digital risk, financial crime, or related disciplines.
People leadership experience and experience in a global, regulated, high-volume consumer industry, such as airline, financial services, retail/e-commerce, or travel.
Strong knowledge of digital fraud, identity and account security, case management, operational controls, root-cause analysis, and performance measurement.
Experience with SIEM, fraud decisioning, case management, identity/device intelligence, response automation, or law-enforcement coordination.
Ability to apply artificial intelligence and automation tools responsibly to improve operational productivity, including workflow optimization, investigation triage support, decision quality, and performance reporting.
Demonstrated leadership of complex investigations, escalations, or incident-response activities, and experience leading people or operational teams.
Must be legally authorized to work in the United States for any employer without sponsorship.
Successful completion of an interview is required to meet job qualifications.
Reliable, punctual attendance is an essential function of the position.

Nice To Haves

CFE, CAMS, GIAC, or comparable security, fraud, or risk credential.

Responsibilities

Own day-to-day fraud detection, prevention, escalation, response, and recovery operations.
Establish operating procedures, service levels, staffing and capacity models, and performance expectations.
Establish operational metrics, including efficiency, decision accuracy, false-positive and false-negative performance, customer impact, and prevented loss.
Drive automation and workflow improvements.
Lead and develop fraud operations resources and coordinate major incidents with relevant stakeholders.
Oversee complex customer fraud escalations and account-recovery processes while balancing security, customer experience, privacy, and business requirements.
Lead strategic partnerships across United and relevant external industry and law-enforcement communities.
Convert operational findings, false negatives, attack patterns, and post-incident lessons into strategy improvements.
Lead responses to significant account takeover, identity, loyalty, payment, contact-center, and coordinated fraud campaigns, including cross-functional escalation and containment.