Fraud Operations Manager

As Fraud Operations Manager, you will own the day-to-day operations of Imprint's fraud operations team, ensuring consistency, compliance, and quality across internal specialists and an outsourced BPO workforce. This is a hands-on people management role with direct accountability for team performance, SOP integrity, and vendor oversight as the team scales rapidly.

You will act as the operational backbone of fraud ops — closing gaps between what the process says and what agents actually do, and building systems that scale rather than just managing queues.

What Success Looks Like in the First 90 Days

• All team leads have structured coaching, guidance, and feedback in place, with productivity and QA measurements actively tracked
• SOP gaps are identified, documented, and on a clear path to bank compliance sign-off
• BPO QA scorecard is accurate, current, and measuring vendor performance against defined standards
• Consistency in processes owned by both BPO and Internal team is meaningfully improved
• Established as a trusted escalation point for fraud operations across the team

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

Qualifications

Required

• 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

Nice to Have

• 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