Note: The job is a remote job and is open to candidates in USA. Imprint helps brands grow customer lifetime value through modern co-branded credit programs, payments infrastructure, intelligent underwriting, and customer data. The Fraud Operations Manager will lead day-to-day fraud operations, managing internal specialists, team leads, and an outsourced BPO workforce while ensuring compliance, quality, consistency, and scalable processes.
Responsibilities
- Own full-cycle people management for fraud operations, including team leads, internal specialists, and BPO vendor workforce
- Drive SOP development, gap identification, and compliance approval processes to ensure all procedures are documented, current, and bank-approved
- Manage the BPO relationship — maintain QA scorecards, hold vendors accountable to performance standards, and coach vendor agents directly
- Partner with fraud strategy on workflow changes and emerging fraud trends without acting as a blocker
- Serve as the escalation backstop for fraud operations issues and always bring a recommendation when raising a problem
- Balance fraud prevention with user experience — treat false positives as a real cost, not just a fraud metric
- Use data and operational insight to identify bottlenecks and drive process improvements
- Build systems and processes that scale with rapid team growth
Skills
- Experience owning fraud or dispute operations in a regulated consumer credit or banking environment
- Demonstrated experience managing an outsourced/BPO workforce — including vendor QA, scorecards, and performance accountability
- Has written SOPs and obtained compliance approval for them in a compliance-gated process
- Proven people management experience, including direct oversight of team leads or frontline operations staff
- Owns outcomes without being prompted — closes the loop, follows through, and brings solutions alongside problems
- Direct communicator with both vendors and internal peers
- Familiarity with transaction fraud monitoring platforms (e.g., Sardine or similar)
- Experience with application decisioning and KYC processes
- Proficiency in ticketing and workflow tools (e.g., Zendesk)
- Ability to independently build analytical views using SQL, Sigma, or data visualization tools
- Workforce management experience
- Experience designing written processes — SOPs, escalation processes, QA sampling plans
Benefits
- Equity packages
- Leading configured work computers of your choice
- Flexible paid time off
- Fully covered, high-quality healthcare, including fully covered dependent coverage
- Access to One Medical
- Option to enroll in an FSA
- 20 weeks of paid parental leave for the primary caregiver
- 8 weeks of paid parental leave for all new parents
- Access to industry-leading technology across all of our business units
Company Overview