Manager, Fraud & Dispute Operations

Role Overview

Manager, Fraud & Dispute Operations (remote-first for US-based employees)

You will lead and scale fraud investigations and dispute operations to protect customers and the business while delivering a seamless experience. You’ll use data and insights to drive risk decisions, improve operational efficiency, and evolve processes to address emerging fraud threats.

Responsibilities

• Lead and scale a high-performing Fraud & Disputes Operations team
• Own end-to-end fraud and dispute operations, scaling efficiently while maintaining strong risk controls
• Build and evolve operational processes to reduce friction, improve speed, and leverage automation
• Drive fraud prevention by uncovering insights from transaction data, customer behavior, and fraud trends
• Oversee high-risk escalations, including:
  • Merchant due diligence
  • Transaction monitoring alerts
  • Regulatory reporting decisions
• Partner cross-functionally with Fraud Strategy, Compliance, Risk, and Customer Experience to deliver customer-first solutions
• Improve the customer journey by identifying pain points in fraud/dispute interactions and implementing meaningful changes
• Coach and mentor investigators to grow team performance and capability
• Innovate and streamline operations to stay ahead of evolving fraud risks while scaling sustainably
• Provide insights and recommendations based on fraud trends and operational performance

Requirements

• 5+ years experience in fraud investigations, dispute operations, or risk management in fintech/BNPL/banking/payments
• 2+ years people leadership experience in a high-volume, SLA-driven environment
• Proven experience running fraud & dispute operations, including case management, escalations, and end-to-end resolution
• Hands-on knowledge of transaction monitoring systems, fraud detection tools, and case management platforms
• Experience handling high-risk activity such as merchant due diligence and escalation handling; familiarity with decisioning on suspicious transactions and SAR submissions
• Strong analytical skills to interpret transaction data and translate findings into process improvements
• Demonstrated operational excellence (reducing manual effort, scaling via automation/tooling)
• Working knowledge of regulatory requirements including KYC/KYB, PCI-DSS, and financial crime reporting obligations

Nice-to-Haves

• Strong focus on leveraging AI and automation to scale Fraud Operations and reduce manual workload