Fraud & Risk Operations Lead

Role Overview

• Detect, triage, and respond to fraud attacks (e.g., card testing, account takeover, refund/chargeback abuse, synthetic identity) using internal and external tools
• Own incident response for risk events: contain, investigate, document, and drive remediation; participate in on-call/escalation coverage as needed
• Perform high-judgment investigations and make consistent allow/deny/hold decisions for transactions, accounts, and partner activity
• Build decision frameworks and escalation paths that balance fraud loss, customer experience, and regulatory/compliance constraints
• Own dispute operations end-to-end, including monitoring and responding to dispute inquiries/alerts, customer communications, evidence gathering, representment submission, and deadline management
• Maintain clean case notes and audit trails; ensure timely, accurate responses that maximize win rate while minimizing customer friction
• Analyze dispute reason codes and inquiry drivers; implement prevention tactics to reduce repeat disputes and friendly fraud
• Define and track core risk metrics (fraud loss, net loss, chargeback rate, approval rate, manual review rate, false positives, backlog health)
• Build reporting and propose/implement controls: velocity rules, blocklists/allowlists, step-up verification, 3DS/issuer strategy and policy updates
• Work closely with Product/Engineering/Data to translate patterns into tooling and product changes
• Manage external relationships as needed (processors/acquirers, fraud vendors, card networks/issuers) and drive to underlying fixes, not just band-aids

Requirements

• 3+ years in fraud, risk, trust & safety, investigations, or payments ops in a fintech, payments platform, marketplace, or high-scale consumer product
• Strong payments fundamentals: card-not-present risk patterns, dispute/chargeback mechanics (including inquiries), and how controls impact approval rate + customer experience
• Strong analytical ability; comfort with SQL, ability to build dashboards, and measure interventions
• Demonstrated ability to run ambiguous, 0→1 operating problems: define processes, set metrics, create playbooks, and iterate quickly
• Excellent written and verbal communication; calm, precise execution during incidents
• High integrity and good judgment handling sensitive data and customer-impacting decisions.
• Deep experience owning disputes/chargebacks, including inquiry handling, representment, and win-rate optimization (preferred)
• Familiarity with common fraud tooling and data sources (device/email/phone intelligence, KYC signals, chargeback tools, internal rule engines) (preferred)
• Experience partnering with Engineering/Data Science to build detection signals, internal tooling, or automated controls (preferred)
• Healthcare/benefits/regulated-financial-product experience (nice to have)

Tech Stack

• SQL

Benefits

• Health insurance
• Paid time off
• Flexible work arrangements