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, Booking.com, 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 QA scorecard is accurate, current, and measuring vendor performance against defined standards
Consistency in processes owned by both BPO and Internal team 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.