Fraud Operations Manager

About the role

This role focuses on establishing and overseeing the entire fraud operations framework for Polymarket, a prediction market platform. You will be responsible for defining and implementing workflows, from case routing and investigation steps to documentation standards and closure criteria across various fraud types like account takeover, identity theft, and platform abuse. The goal is to ensure efficient and consistent handling of fraud cases as the company experiences rapid growth.

A key component of this position is people leadership. You will manage, coach, and develop a team of Fraud Analysts, overseeing their workload, conducting quality reviews, and providing ongoing training to maintain high investigative standards. Additionally, you will manage relationships with outsourced operations partners, including onboarding, training, and performance monitoring, to ensure capacity and quality during peak periods.

Success in this role means establishing clear operational SLAs, queue health metrics, and quality assurance processes to ensure that fraud dispositions are consistent, well-documented, and defensible. You will also be expected to identify process bottlenecks and collaborate with Product and Engineering to implement automation and AI tools, ultimately contributing to stronger fraud detection controls and clearer escalation criteria for the company.

The salary for this full-time, remote position ranges from $150,000 to $180,000 per year.

Skills that matter here

• fraud operations workflows: This role requires building or significantly rebuilding end-to-end fraud operations workflows, including case routing, investigation, and documentation.
• people management: You will manage, coach, and develop a team of Fraud Analysts, overseeing their performance and training.
• fraud typologies: A deep understanding of common fraud types like account takeover, identity theft, and payment fraud is essential for effective investigation and process design.
• operational SLAs: You will establish and own operational service level agreements, queue health metrics, and quality control processes for fraud case management.
• BPO or outsourced operations: This position involves overseeing and managing third-party business process outsourcing partners for fraud operations.
• analytical mindset: You will use case data and operational metrics to identify patterns, diagnose bottlenecks, and make decisions for process improvement.

Who this role suits

• Someone who thrives in a dynamic environment where they are expected to create structure rather than inherit it.
• A leader who enjoys coaching and developing a team while also managing external partners.
• An individual with a strong analytical approach, capable of using data to drive process improvements and strategic decisions.
• A professional who is comfortable operating with evolving priorities and building processes from the ground up.

From the employer

What You'll Do

• Build and manage the end-to-end fraud operations workflow, including case routing, prioritization, investigation steps, documentation standards, escalation paths, and closure criteria across fraud typologies like account takeover, identity theft, payment fraud, first-party fraud, scams, and platform abuse
• Manage, coach, and develop a team of Fraud Analysts — covering workload allocation, case quality reviews, performance management, and ongoing training to keep investigative standards high as volume grows
• Establish and own operational SLAs, queue health metrics, case aging targets, analyst productivity standards, and QA/QC processes to ensure case dispositions are consistent, well-documented, and defensible
• Oversee fraud BPO and outsourced operations partners, including onboarding, training, quality monitoring, performance management, and capacity planning for surge periods
• Identify bottlenecks and repetitive manual steps in the investigation process, then work with Product and Engineering to fix them — including introducing AI and automation tools for case enrichment, triage, evidence gathering, documentation, and routing where appropriate
• Partner with Fraud Strategy, Data Science, and Compliance to translate operational findings and emerging fraud patterns into stronger detection controls and clearer escalation criteria
• Build and deliver regular reporting for Fraud leadership on volumes, backlog, SLAs, dispositions, losses, customer impact, and BPO performance, and support any regulatory, audit, or internal review requests

What We're Looking For

• 7+ years of hands-on experience in fraud, financial crimes, payments, risk, or trust and safety, preferably within fintech, financial services, crypto, payments, or a high-growth technology environment
• 3+ years of direct people management experience, including managing fraud investigators or analysts
• Demonstrated experience building or significantly rebuilding fraud operations workflows, investigation processes, SOPs, and escalation frameworks from the ground up
• Deep working knowledge of fraud investigations and common fraud typologies, including account takeover, identity theft, payment fraud, first-party fraud, scams, and platform abuse
• Experience managing high-volume operational queues with clear metrics, SLAs, and QA/QC processes, while balancing speed, investigative quality, and customer experience
• Strong analytical mindset — able to use case data and operational metrics to spot patterns, diagnose bottlenecks, and make decisions about where to invest in process improvement
• Experience managing BPO or outsourced operations teams, including performance management, quality standards, and escalation design
• Ability to operate in a fast-moving environment where priorities shift, processes are still being built, and you are expected to create structure rather than inherit it
• (Plus) Experience deploying AI, machine learning, or automation tools within fraud or risk operations
• (Plus) Familiarity with KYC, AML, or sanctions programs and how they intersect with fraud operations
• (Plus) Experience in regulated financial services, brokerage, derivatives, or payments
• (Plus) Experience implementing or improving case management, fraud detection, or investigation tooling

Benefits

• Competitive salary & equity
• Unlimited PTO
• Full Health, Vision, & Dental coverage
• 401k match
• Hardware setup: new MacBook Pro, big display, & accessories