Note: The job is a remote job and is open to candidates in USA. Alphaeon Patient Financing is a patient financing company serving dental, vision, aesthetics, hearing, and medical specialty practices nationwide. The Manager, Operations & Fraud Strategy designs and improves operational systems, processes, controls, and tools across Customer Success and Fraud Operations, while developing fraud-risk strategies, partnering with Product and Technology, and using data to improve performance and manage business risk.
Responsibilities
- Design scalable systems and processes that allow Customer Success and Fraud Operations to deliver predictable, reliable, and consistent outcomes
- Establish clear ownership, handoffs, service levels, and quality standards across operational processes
- Standardize how teams document investigations, verification results, decisions, exceptions, and account actions
- Build processes that reduce manual work, inconsistent decision-making, unnecessary customer friction, and operational errors
- Develop controls that ensure employees follow approved procedures and that exceptions are appropriately authorized and documented
- Evaluate existing workflows and recommend improvements based on data, risk, customer impact, and frontline feedback
- Ensure processes can scale as transaction volume, product offerings, customer segments, and fraud risks evolve
- Partner with Product and Technology teams to develop new fraud, risk, and operational capabilities
- Define use cases, business rules, decision logic, user workflows, system permissions, alerts, queues, case-management requirements, and reporting needs
- Prioritize enhancements based on fraud exposure, business risk, customer impact, regulatory requirements, operational efficiency, and implementation effort
- Participate throughout the product-development lifecycle, including discovery, solution design, testing, implementation, training, and post-launch evaluation
- Lead operational readiness for new products and features by ensuring processes, controls, procedures, training, and reporting are in place before launch
- Partner with internal teams and external vendors to evaluate and implement fraud and identity-verification tools
- Develop and maintain strategies for identifying, evaluating, and mitigating fraud and business risk across practice and consumer activity
- Establish a comprehensive operating framework for fraud monitoring, investigations, verification, account holds, restrictions, suspensions, escalations, and reinstatements
- Develop risk-based decision frameworks that define when activity may proceed, when additional verification is required, and when an account or transaction should be restricted or suspended
- Identify emerging fraud trends, control gaps, operational vulnerabilities, and areas of potential loss
- Recommend and implement changes to policies, processes, fraud rules, verification requirements, and system controls
- Support incident response and root-cause analysis for significant fraud events, control failures, or operational breakdowns
- Use SQL and other analytical tools to evaluate fraud patterns, operational performance, process effectiveness, and control outcomes
- Establish key performance and risk indicators for Provider Services and Fraud Operations
- Monitor metrics such as fraud losses, prevented losses, alert volumes, false-positive rates, verification outcomes, account restrictions, process exceptions, investigation turnaround times, service levels, and quality results
- Analyze data to identify process breakdowns, unusual activity, emerging risks, and opportunities for automation
- Present findings, risks, recommendations, and implementation plans to business and technical stakeholders
- Prolonged periods of sitting at a desk and working on a computer
- Must be able to lift up to 15 pounds at times
Skills
- • 5+ years of relevant experience in fraud operations, fraud strategy, operational risk, business operations, risk operations, financial-crime operations, or a closely related function
- • Experience within consumer lending, patient financing, financial technology, payments, banking, credit cards, or another transaction-based financial-services environment
- • Demonstrated experience designing and implementing operational processes, fraud controls, decision frameworks, or risk-management strategies
- • Experience partnering with Product and Technology teams to define requirements and implement new features, tools, integrations, or automated controls
- • Working proficiency in SQL, including the ability to query and analyze data from multiple sources
- • Experience using fraud, identity-verification, banking-data, credit-bureau, or device-intelligence tools
- • Proven ability to lead complex, cross-functional initiatives without relying on direct reporting authority
- • Strong analytical, problem-solving, project-management, and organizational skills
- • Excellent written and verbal communication skills, including the ability to present recommendations to senior leaders and technical partners
- • Sound judgment and the ability to balance fraud risk, business risk, compliance, operational efficiency, and customer experience
- • Data analysis and SQL proficiency
- • Strategic and systems thinking
- • Fraud and business-risk judgment
- • Operational process design
- • Product requirements development
- • Project and change management
- • Clear documentation and communication
- • Prioritization and decision-making
- • Ownership and accountability
- • Prolonged periods of sitting at a desk and working on a computer
- • Must be able to lift up to 15 pounds at times
- • Experience with credit, identity, fraud and banking data as well as industry standard verification platforms
- • Knowledge of application fraud, identity theft, synthetic identity fraud, account takeover, payment fraud, first-party fraud, business fraud, merchant or provider fraud, and collusive activity
- • Experience developing fraud rules, risk thresholds, alert strategies, case-management workflows, or automated decisioning
- • Familiarity with regulatory and compliance requirements applicable to consumer financial products and business accounts
- • Experience with change management, operational readiness, user-acceptance testing, and post-implementation performance monitoring
Benefits
- Full-time, exempt employment status
- Remote work; willing to travel to onboarding training and semi-annual meetings
Company Overview