Fraud Operations Manager

About the Company

Imprint helps the world's best brands grow the lifetime value of their customers. We partner with companies like Crate & Barrel, Rakuten, and Booking.com to launch modern credit programs that combine advanced payments infrastructure, intelligent underwriting, and deep customer data.

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 and bank-approved
• Manage the BPO relationship by maintaining QA scorecards and holding vendors accountable to performance standards
• Partner with fraud strategy on workflow changes and emerging fraud trends
• Serve as the escalation backstop for fraud operations issues
• Use data and operational insight to identify bottlenecks and drive process improvements
• Build systems and processes that scale with rapid team growth

Requirements

• Experience owning fraud or dispute operations in a regulated consumer credit or banking environment
• Demonstrated experience managing an outsourced/BPO workforce including vendor QA and performance accountability
• Experience writing SOPs and obtaining compliance approval in a compliance-gated process
• Proven people management experience with direct oversight of team leads or frontline staff
• Strong direct communication skills with vendors and internal peers

Preferred Qualifications

• Familiarity with transaction fraud monitoring platforms like Sardine
• Experience with application decisioning and KYC processes
• Proficiency in ticketing tools such as Zendesk
• Ability to build analytical views using SQL, Sigma, or data visualization tools
• Workforce management experience
• Experience designing written processes including escalation processes and QA sampling plans