Fraud Operations Manager

Preply

Lead and manage the Fraud Operations team at Preply, driving risk management and operational resilience in a hybrid work environment. Oversee investigations, chargebacks, and fraud detection improvements.

Posted 7/6/2026full-timeLondon • 🇬🇧 United KingdomMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Lead, manage, and develop a team of Fraud Specialists, setting clear expectations, coaching performance, and building a high-judgement, high-accountability team culture
Own the Fraud Operations roadmap, defining priorities and aligning the function's objectives with broader business goals
Design and formalise investigation standards, workflows, escalation protocols, and documentation frameworks across the team
Define, track, and continuously improve Fraud Ops KPIs — including chargeback rate, dispute resolution SLAs, false positive rate, and financial exposure metrics
Establish a governance cadence: risk reviews, exposure reviews, and threshold calibration with Finance and senior leadership
Serve as the eyes on the ground for Product and Data — systematically translating what Specialists observe day-to-day (fraud patterns, tooling gaps, detection blind spots) into structured, actionable requirements that directly shape the detection roadmap
Cross operational observations with data to identify gaps between what is happening on the ground and what detection models are actually capturing — bringing Product and Data leads trends they can act on, not just dashboard summaries
Partner with Product, Payments, and Finance as the primary fraud authority, influencing priorities and ensuring fraud risk is embedded in key decisions
Own workforce planning and capacity management to ensure operational resilience
Present fraud performance, risk insights, and strategic recommendations to senior leadership
Drive continuous process improvement through root cause analysis, policy adherence, and tooling evolution

Requirements

What you’ll need

6-8+ years of experience in fraud operations, payments risk, or financial crime — with demonstrated people management experience
Proven track record leading fraud or risk operations in a marketplace, fintech, or e-commerce environment
Deep expertise in fraud investigation methodology, chargeback management, and fraud detection workflows
Experience owning operational KPIs and translating data into decisions and priorities
Strong people leadership: you build teams, develop talent, and create cultures of rigour and ownership
Able to translate operational observations into clear requirements for Product and Data — comfortable working with PMs and data leads as peers, not just as stakeholders to manage
Strong data fluency: you combine what you see in operations with what the data shows, identify gaps between ground-level reality and what detection is capturing, and surface actionable trends
Skilled at designing scalable processes and governance frameworks that outlast any individual
Strong understanding of how AI and machine learning models are applied in fraud detection — including how to interpret model outputs, evaluate signal quality, and partner with technical teams to drive detection improvements

Benefits

Comp & perks

An open, collaborative, dynamic and diverse culture;
A generous monthly allowance for lessons on Preply.com, Learning & Development budget and time off for your self-development;
A competitive financial package with equity, leave allowance and health insurance;
Not in Barcelona? We offer an attractive relocation package to join us in our Preply Barcelona Hub
Access to free mental health support platforms;
Access to Gympass-partnered wellness and gym centers throughout Spain to promote and support well-being and physical health;
The opportunity to unlock the potential of learners and tutors through language learning and teaching in 175 countries (and counting!).

ATS Keywords

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Hard Skills & Tools

Fraud Detection WorkflowsChargeback ManagementRoot Cause AnalysisProcess ImprovementGovernance Framework DesignAI and Machine Learning in Fraud Detection

Soft Skills

Team BuildingCoachingStrategic CommunicationCollaboration