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Manager, Fraud Operations

Affirm· Fraud Ops
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Remote$130k - $180kFull-timePosted 1mo ago

About the role

Fraud Operations Manager responsible for overseeing multiple Fraud Operations teams/pods (including disputes and compliance), developing leaders and ICs, and executing a strategy to improve team function, efficiency, quality, and compliance while fostering an inclusive, high-performance culture.

Responsibilities

  • Lead, coach, and develop a group of people leaders and Individual Contributors (ICs) across multiple, specialized teams/pods, providing ongoing feedback, performance management, and career development to build long-term organizational capability.
  • Drive team performance using key metrics such as productivity, quality, customer outcomes, and service levels
  • Foster a high-performing, engaged team environment that operates effectively in a fast-paced, evolving environment
  • Partner with recruiting to hire, onboard, and retain top talent
  • Define and champion a clear operational strategy and roadmap to significantly improve the function, efficiency, quality, and compliance of your assigned teams/pods
  • Drive operational excellence by leveraging domain expertise to identify and implement transformational changes and efficiencies that simplify investigator workflows
  • Ensure full accountability for service levels and productivity of assigned areas, proactively managing queue health through data-driven burn down plans to maintain a healthy buffer
  • Translate broader business goals into clear team-level objectives, providing clear, transparent communication to ensure operational alignment
  • Proactively identify and mitigate systemic issues by looking beyond standard reporting and collaborating with cross-functional partners
  • Serve as the ultimate escalation point for complex merchant, user, or internal stakeholder issues, establishing robust frameworks for incident resolution
  • Research and resolve risk events stemming from process breakdowns

Qualifications

  • 6+ years of direct experience in disputes, fraud risk prevention and detection within FinTech/tech industry
  • 5+ years of experience in fraud management or related people management roles, including proven experience leading managers or senior ICs.
  • Demonstrated success setting strategy and delivering large-scale operational change with measurable impact on efficiency, quality, and customer experience.
  • Strong strategic planning, risk management, and prioritization skills, with the ability to balance short-term delivery and long-term capability building.
  • Exceptional executive communication and influence skills, with the ability to align diverse stakeholders.
  • Proven experience in leading teams through major change and comfort with ambiguity.
  • Experience with AI project-driven initiatives (e.g., leveraging AI-enabled tools, agent assist, or automation to improve operational efficiency or knowledge management).
  • Experience in Lean Six Sigma, continuous improvement practices, and/or data-driven methodologies to drive scalable efficiency.
  • Working knowledge of scripting & querying languages (e.g., Python, SQL) is a plus

Skills

Required:Dispute managementPeople leadershipStrategic planningData-driven decision making
Nice to have:AI/Automation familiaritySQL/Python

Benefits

  • Health coverage at no cost: 100% premiums for employees and their dependents
  • Spending stipends: monthly stipends for tech setup and health/wellness options
  • Flexible time off and generous holiday calendars
  • Employee stock purchase plan (ESPP) with stock purchase at a discount
Last updated Sep 16, 2026. Interested? Apply on the company site.

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