Fraud Operations Manager

Role Overview

• Lead, manage, and develop a team of Fraud Specialists, setting clear expectations, coaching performance, and building a high-judgement, high-accountability team culture
• Own the Fraud Operations roadmap, defining priorities and aligning the function's objectives with broader business goals
• Design and formalise investigation standards, workflows, escalation protocols, and documentation frameworks across the team
• Define, track, and continuously improve Fraud Ops KPIs — including chargeback rate, dispute resolution SLAs, false positive rate, and financial exposure metrics
• Establish a governance cadence: risk reviews, exposure reviews, and threshold calibration with Finance and senior leadership
• Serve as the eyes on the ground for Product and Data — systematically translating what Specialists observe day-to-day (fraud patterns, tooling gaps, detection blind spots) into structured, actionable requirements that directly shape the detection roadmap
• Cross operational observations with data to identify gaps between what is happening on the ground and what detection models are actually capturing — bringing Product and Data leads trends they can act on, not just dashboard summaries
• Partner with Product, Payments, and Finance as the primary fraud authority, influencing priorities and ensuring fraud risk is embedded in key decisions
• Own workforce planning and capacity management to ensure operational resilience
• Present fraud performance, risk insights, and strategic recommendations to senior leadership
• Drive continuous process improvement through root cause analysis, policy adherence, and tooling evolution

Requirements

• 6-8+ years of experience in fraud operations, payments risk, or financial crime — with demonstrated people management experience
• Proven track record leading fraud or risk operations in a marketplace, fintech, or e-commerce environment
• Deep expertise in fraud investigation methodology, chargeback management, and fraud detection workflows
• Experience owning operational KPIs and translating data into decisions and priorities
• Strong people leadership: you build teams, develop talent, and create cultures of rigour and ownership
• Able to translate operational observations into clear requirements for Product and Data — comfortable working with PMs and data leads as peers, not just as stakeholders to manage
• Strong data fluency: you combine what you see in operations with what the data shows, identify gaps between ground-level reality and what detection is capturing, and surface actionable trends
• Skilled at designing scalable processes and governance frameworks that outlast any individual
• Strong understanding of how AI and machine learning models are applied in fraud detection — including how to interpret model outputs, evaluate signal quality, and partner with technical teams to drive detection improvements
• Familiarity with ML-based fraud detection and feedback loop workflows (Nice to Have)
• SQL or BI fluency (e.g. Looker, Tableau) (Nice to Have)
• Experience in a multi-currency, cross-border marketplace environment (Nice to Have)
• Certified Fraud Examiner (CFE) or Certified Anti-Money Laundering Specialist (CAMS) (Nice to Have)
• Experience with fraud detection platforms (e.g. Sardine, Sift, Feedzai, Kount) (Nice to Have)

Tech Stack

• SQL
• Tableau

Benefits

• A generous monthly allowance for lessons on Preply.com
• Learning & Development budget and time off for your self-development
• A competitive financial package with equity, leave allowance and health insurance
• Not in Barcelona? We offer an attractive relocation package to join us in our Preply Barcelona Hub
• Access to free mental health support platforms
• Access to Gympass-partnered wellness and gym centers throughout Spain to promote and support well-being and physical health
• The opportunity to unlock the potential of learners and tutors through language learning and teaching in 175 countries (and counting!).