Fraud Operations Manager

About the role

As the Fraud Operations Manager, you'll own the end-to-end fraud function: building the detection systems, creating response workflows, improving fraud models, managing the tech stack, designing agent SOPs, and establishing the cross-functional partnerships that keep customers safe without creating friction that slows them down. The playbook doesn't exist yet - you'll write it and run it. You will report to the Senior Manager, Business Operations. You must be commutable to our NYC or SF office and will operate in a hybrid environment. We default to being in-office 3-4 days per week with required attendance on Tuesdays and Thursdays.

Responsibilities

• Own GlossGenius's fraud program end-to-end, defining strategy, detection rules, and response protocols and evolving them as volume and fraud patterns change
• Design and deploy AI-powered fraud detection and monitoring workflows that surface emerging patterns faster than manual review, and build the reporting and alerting that gives leadership real-time visibility into fraud trends, financial exposure, and operational performance
• Drive down fraud losses by identifying emerging attack vectors and implementing controls before they scale, without degrading the customer experience
• Shape fraud tooling roadmaps alongside Payments and Engineering, translating operational pain points into product requirements
• Manage chargeback and dispute operations end-to-end, including evidence compilation, representment strategy, and win-rate optimization
• Develop policies and SOPs that balance risk mitigation with customer experience

Requirements

• 5+ years in fraud operations, payments risk, or trust and safety, ideally in fintech, payments, or a marketplace with real transaction volume, including hands-on experience building fraud programs from early stages or maturing existing ones
• Proven experience building AI-powered workflows in a fraud or risk operations context, automating investigation steps, detection logic, or reporting
• Comfortable moving without a fully defined playbook, making calls on detection thresholds and response protocols without waiting for every edge case to be scoped
• Hands-on experience managing chargebacks, disputes, and fraud investigations at scale, with a strong command of card network rules and representment strategy
• Strong analytical skills, comfortable pulling and interpreting transaction data to spot patterns, set thresholds, and measure intervention impact
• Familiarity with payment processors such as Stripe or Adyen, chargeback management platforms, and fraud detection tooling
• Benefits & Perks
• Competitive health & dental insurance options, effective on your first day of employment
• Flexible PTO
• In-office lunch twice per week for NYC and SF employees, plus late night dinner stipends
• Access to Wellhub, a corporate wellness platform with discounted gym memberships, fitness classes, and mental health resources
• Annual stipend for professional development and continued learning
• High performers at 5 years receive a generous stipend to use however you recharge best
• 401k benefit: employees are eligible to contribute starting day 1 of employment
• Dependent Care FSA
• Paid parental leave
• Fertility and adoption benefits via Carrot and Kindbody
• Personal Information: Notice at Collection for Employees and Applicants
• Agency Submissions
• If a resume or applicant is submitted to GlossGenius by a third party without a signed search agreement in place, it will become the property of GlossGenius and no fee will be paid, irrespective

Benefits

Additional Information

About GlossGenius GlossGenius is the AI-powered system behind the world's most meaningful appointments, helping 120,000+ service businesses earn more revenue and free up time for the work they love. Our agentic workforce gets more clients in the door, grows profit per appointment, and keeps clients coming back - doing the jobs owners never had time for and couldn't justify hiring to fill. Businesses on GlossGenius process billions in annual payment volume, and see 65% more revenue using GlossGenius Payments by growing ticket size, rebooking clients at checkout, and saving on processing fees.

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