Fraud Operations Manager
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Job Description
Fraud Operations Manager building Polymarket’s fraud operations for the world’s largest prediction market platform. Managing analysts, BPO partners, workflows, SLAs, and fraud investigations.
Responsibilities:
- Build and manage the end-to-end fraud operations workflow, including case routing, prioritization, investigation steps, documentation standards, escalation paths, and closure criteria
- Manage, coach, and develop a team of Fraud Analysts through workload allocation, case quality reviews, performance management, and ongoing training
- Establish and own operational SLAs, queue health metrics, case aging targets, analyst productivity standards, and QA/QC processes
- Oversee fraud BPO and outsourced operations partners, including onboarding, training, quality monitoring, performance management, and capacity planning
- Identify investigation bottlenecks and manual steps, and work with Product and Engineering on process fixes, AI, and automation tools
- Partner with Fraud Strategy, Data Science, and Compliance to turn operational findings and emerging fraud patterns into stronger detection controls and escalation criteria
- Build and deliver reporting for Fraud leadership on volumes, backlog, SLAs, dispositions, losses, customer impact, and BPO performance
- Support regulatory, audit, and internal review requests
Requirements:
- 7+ years of hands-on experience in fraud, financial crimes, payments, risk, or trust and safety, preferably within fintech, financial services, crypto, payments, or a high-growth technology environment
- 3+ years of direct people management experience, including managing fraud investigators or analysts
- Demonstrated experience building or significantly rebuilding fraud operations workflows, investigation processes, SOPs, and escalation frameworks from the ground up
- Deep working knowledge of fraud investigations and common fraud typologies, including account takeover, identity theft, payment fraud, first-party fraud, scams, and platform abuse
- Experience managing high-volume operational queues with clear metrics, SLAs, and QA/QC processes, while balancing speed, investigative quality, and customer experience
- Strong analytical mindset and ability to use case data and operational metrics to spot patterns, diagnose bottlenecks, and make process-improvement decisions
- Experience managing BPO or outsourced operations teams, including performance management, quality standards, and escalation design
- Ability to operate in a fast-moving environment where priorities shift and processes are still being built
- Plus: experience deploying AI, machine learning, or automation tools within fraud or risk operations
- Plus: familiarity with KYC, AML, or sanctions programs
- Plus: experience in regulated financial services, brokerage, derivatives, or payments
- Plus: experience implementing or improving case management, fraud detection, or investigation tooling
Benefits:
- Equity
- Unlimited PTO
- Full Health, Vision, & Dental coverage
- 401k match
- Hardware setup: new MacBook Pro, big display, & accessories
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