Fraud Operations Manager

Who We Are
Imprint helps the world's best brands grow the lifetime value of their customers. We started with co-branded credit cards and rebuilt them to be smarter, more rewarding, and brand-first. We partner with companies like Crate & Barrel, Rakuten, , H-E-B, Fetch, and Shell to launch modern credit programs that deepen loyalty, unlock savings, and drive growth. But the card is just the beginning. We combine advanced payments infrastructure, intelligent underwriting, and deep customer data to create delightful and personalized experiences for members as well as efficient and profitable relationships for our brand partners. Our robust technology and world-class operations allow us and our brand partners to offer powerful financial products without becoming a bank.

In the U.S., co-branded cards alone account for over $300 billion in annual spend, and most still run on decades-old legacy bank systems. Imprint is the modern alternative: flexible, embeddable, and built for how people actually pay today. Backed by Kleiner Perkins, Thrive Capital, Ribbit, and Khosla Ventures, we're building a world-class team to redefine how people pay and how brands grow. If you want to move fast, solve hard problems, and own real outcomes, we want to meet you.
Role Summary
As Fraud Operations Manager, you will own the day-to-day operations of Imprint's fraud operations team, ensuring consistency, compliance, and quality across internal specialists and an outsourced BPO workforce. This is a hands-on people management role with direct accountability for team performance, SOP integrity, and vendor oversight as the team scales rapidly.
You will act as the operational backbone of fraud ops — closing gaps between what the process says and what agents actually do, and building systems that scale rather than just managing queues.
What Success Looks Like in the First 90 Days

All team leads have structured coaching, guidance, and feedback in place, with productivity and QA measurements actively tracked

SOP gaps are identified, documented, and on a clear path to bank compliance sign-off

BPO (Ubiquity) QA scorecard is accurate, current, and measuring vendor performance against defined standards

Consistency across a team of 49 BPO agents and 22 specialists is meaningfully improved

Established as a trusted escalation point for fraud operations across the team

Responsibilities

Own full-cycle people management for fraud operations, including team leads, internal specialists, and BPO vendor workforce

Drive SOP development, gap identification, and compliance approval processes to ensure all procedures are documented, current, and bank-approved

Manage the BPO relationship — maintain QA scorecards, hold vendors accountable to performance standards, and coach vendor agents directly

Partner with fraud strategy on workflow changes and emerging fraud trends without acting as a blocker

Serve as the escalation backstop for fraud operations issues and always bring a recommendation when raising a problem

Balance fraud prevention with user experience — treat false positives as a real cost, not just a fraud metric

Use data and operational insight to identify bottlenecks and drive process improvements

Build systems and processes that scale with rapid team growth

Qualifications
Required

Experience owning fraud or dispute operations in a regulated consumer credit or banking environment

Demonstrated experience managing an outsourced/BPO workforce — including vendor QA, scorecards, and performance accountability

Has written SOPs and obtained compliance approval for them in a compliance-gated process

Proven people management experience, including direct oversight of team leads or frontline operations staff

Owns outcomes without being prompted — closes the loop, follows through, and brings solutions alongside problems

Direct communicator with both vendors and internal peers

Nice to Have

Familiarity with transaction fraud monitoring platforms (e.g., Sardine or similar)

Experience with application decisioning and KYC processes

Proficiency in ticketing and workflow tools (e.g., Zendesk)

Ability to independently build analytical views using SQL, Sigma, or data visualization tools

Workforce management experience

Experience designing written processes — SOPs, escalation processes, QA sampling plans

Perks & 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

Imprint is committed to a diverse and inclusive workplace. Imprint is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. Imprint welcomes talented individuals from all backgrounds who want to build the future of payments and rewards. If you are passionate about FinTech and eager to grow, let’s move the world forward, together.
Compensation Range: $150K - $200K
Originally posted on Himalayas