Manager, Fraud & Dispute Operations
Z
Zip Co LimitedFinTech, Payments
US-based employeesFull-TimeManager
Salary91000 - 114000 USD per year
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Job Details
- Experience
- 5+ years of experience, 2+ years of people leadership experience
Requirements
- 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
- 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
- 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)
Responsibilities
- 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
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