Director of Fraud Operations

Imprint

full-time

Posted on:

Location Type: Hybrid

Location: New York City • California • New York • United States

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Salary

💰 $200,000 - $250,000 per year

Job Level

Lead

About the role

  • Own end-to-end fraud operations, including fraud detection, dispute resolution, and chargeback management for Imprint's credit products
  • Develop and execute workforce planning models to support 4x growth, balancing internal staff and vendor capacity
  • Lead vendor relationship management with Ubiquity and other partners, ensuring SLA adherence and quality standards
  • Build and implement automation roadmap in partnership with engineering to reduce manual review volume and improve efficiency
  • Define, measure, and improve quality metrics for fraud review accuracy and consistency across internal and external teams
  • Partner cross-functionally with Product, Engineering, Data, and Customer Experience to align on fraud operational priorities
  • Use data analysis to identify trends, optimize processes, and inform decision-making on staffing, tooling, and workflow improvements
  • Ensure fraud resolution meets target SLAs (currently 3-day resolution standard) to protect brand reputation and customer satisfaction

Requirements

  • 7+ years of experience in fraud operations, dispute resolution, or risk operations within fintech, payments, or credit card environments
  • Strong vendor management experience, including leading operational partnerships and driving performance improvements
  • Proficiency with Excel and basic statistical analysis for workforce planning and operational forecasting
  • Demonstrated ability to leverage automation and technology to scale operations efficiently rather than relying on headcount
  • Data-driven decision-making approach with ability to define metrics, analyze trends, and surface actionable insights
  • Excellent communication and relationship-building skills, with experience managing cross-functional stakeholders and large teams
  • Self-driven ownership mentality with ability to identify problems, develop solutions, and execute independently
  • Sense of urgency and results orientation, focused on moving metrics rather than completing activities
  • Willingness to adopt AI-first tools and workflows to improve efficiency and decision quality
Benefits
  • Competitive compensation and equity packages
  • Leading configured work computers of your choice
  • Flexible paid time off
  • Fully covered, high-quality healthcare, including fully covered dependent coverage
  • Additional health coverage includes access to One Medical and the option to enroll in an FSA
  • 20 weeks of paid parental leave for the primary caregiver and 8 weeks for all new parents
  • Access to industry-leading technology across all of our business units, stemming from our philosophy that we should invest in resources for our team that foster innovation, optimization, and productivity
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
fraud detectiondispute resolutionchargeback managementworkforce planningdata analysisstatistical analysisautomationquality metricsoperational forecastingperformance improvements
Soft Skills
communicationrelationship-buildingself-drivenproblem-solvingresults orientationsense of urgencycross-functional collaborationownership mentalitydecision-makinganalytical thinking