Head of Fraud Operations

About the Company

Cardless is building a credit card and loyalty platform that consumer businesses use to engage their customers. They have launched 14 credit cards for partners including Coinbase, Alibaba, and Qatar Airways, pioneering technology to embed credit card features natively into products.

Responsibilities

• Build, manage, and develop a team of fraud analysts and investigators, including hiring, training, and performance management.
• Own day-to-day manual review operations, ensuring queue management, SLA adherence, and high decision quality.
• Lead fraud investigations into complex patterns, fraud rings, account takeover events, and high-loss incidents.
• Define investigation methodologies, standards, and operational SOPs/playbooks.
• Partner with Product and Engineering to shape the fraud ops tooling roadmap and automate workflows.
• Collaborate with Fraud Strategy, Compliance, and Legal teams to align operational execution with policy and regulatory requirements.
• Define and own the operational KPI framework, including throughput, accuracy, and productivity.

Requirements

• 7–12 years of experience in fraud operations or investigations at a financial institution, fintech, or payments company.
• 3+ years of people management experience building high-performing teams.
• Deep expertise in manual review operations, queue management, and SLA design.
• Strong background in complex fraud investigations (ATO, synthetic identities, fraud rings).
• Proficiency in SQL for monitoring performance and identifying trends.
• Experience building and maintaining operational SOPs and playbooks.
• Excellent communication skills for writing SOPs and presenting to executives.