Director of Fraud Operations

Imprint

Director of Fraud Operations at Imprint overseeing fraud detection, dispute resolution, and chargeback management. Partnering cross-functionally to align on operational priorities during significant growth.

Posted 4/15/2026full-timeNew York City • California, New York • 🇺🇸 United StatesLead💰 $200,000 - $250,000 per yearWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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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