Manager, Fraud & Dispute Operations

Benefits

Additional Information

We're on a mission to make payments safer and simpler-empowering customers to transact with confidence while staying ahead of fraud. We move quickly, take ownership, and use data to solve complex problems at scale. This role requires hands-on expertise in fraud investigations, dispute operations, and transaction monitoring. You'll use data to identify risks, make decisions, and improve processes in a fast-paced environment. Remote-first opportunity for US-based employees with the option to work in-person out of our Manhattan office Start your adventure with Zip As a Manager, Fraud & Dispute Operations, you will lead and scale fraud and dispute operations, ensuring we protect our customers while delivering a seamless experience. You'll use data and insights to drive decision-making, improve operational efficiency, and evolve processes to stay ahead of emerging fraud risks in a fast-paced environment. You'll be part of a team focused on delivering seamless, high-quality support experiences that build trust and loyalty at every touchpoint. Working closely with Fraud Strategy, Compliance, Risk, and Customer Experience teams, you'll help shape how we serve customers-driving fast, efficient, and customer-centric solutions while continuously improving our operations. Interesting problems you'll get to solve Lead a high-performing Fraud and Disputes Operations team, delivering impactful outcomes that protect customers and the business Own the end-to-end fraud and dispute operations function, shaping how we scale efficiently while maintaining strong risk controls Build and evolve operational processes that reduce friction, improve speed, and leverage automation to create best-in-class experiences Drive fraud prevention strategies by uncovering insights from transaction data, customer behavior, and emerging fraud trends Oversee complex, high-risk escalations including merchant due diligence, transaction monitoring alerts, and regulatory reporting decisions Partner cross-functionally with teams across Fraud Strategy, Compliance, Risk, and Customer Experience to deliver seamless, customer-first solutions Champion improvements to the customer journey by identifying key pain points in fraud and dispute interactions and implementing meaningful change Develop and inspire a team of investigators through coaching, mentorship, and a strong focus on growth and performance Identify opportunities to innovate and streamline operations, helping us stay ahead of evolving fraud risks while scaling sustainably Influence strategic decision-making by delivering clear insights and recommendations based on fraud trends and operational performance What you'll bring to the team 5+ years of experience in fraud investigations, dispute operations, or risk management within fintech, BNPL, banking, or payments environments 2+ years of people leadership experience, managing investigators or operations teams in a high-volume, SLA-driven environment Proven experience overseeing fraud and dispute operations, including case management, escalations, and end-to-end resolution workflows Hands-on expertise with transaction monitoring systems, fraud detection tools, and case management platforms (e.g., alerts review, investigation tooling) Experience reviewing high-risk activity, including merchant due diligence, escalation handling, and decisioning on suspicious transactions and SAR submissions Strong analytical capability, with experience interpreting transaction data, identifying fraud patterns, and translating insights into operational improvements Demonstrated ability to drive operational excellence, including improving workflows, reducing manual effort, and scaling processes through automation or tooling enhancements Working knowledge of regulatory requirements related to fraud, KYC/KYB, PCI-DSS, and financial crime reporting obligations Bring a strong focus on leveraging AI and automation to scale Fraud Operations, including identifying opportunities to reduce manual workload, enhance decisioning through data-driven models, and pilot agentic/AI-enabled workflows to improve efficiency, accuracy, and loss control. Experience partnering cross-functionally with teams such as Fraud Strategy, Compliance, Risk, and Customer Experience to deliver process and policy improvements Bachelor's degree in Finance, Business, Criminal Justice, or a related field (or equivalent practical experience) Clear alignment with Zip's core values What you'll get in return Zip is a place where you'll get out what you put in. The newness of our sector means we need to move at pace and embrace change, and our promise to you when you join the team is that you'll feel empowered and trusted to make big things happen quickly. We want you to feel welcome and as though you have the support to be yourself, and care for yourself at work. Because it's important to us that you make the most of the opportunities you'll get to grow your skills and your care

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at zipcolimited? Share your experience