Director Of Operations Remote Jobs in Manchester, NH

We are seeking an analytical, data-driven, and operationally rigorous Director of Fraud Risk Operations to own, scale, and lead our end-to-end fraud management framework across our card portfolios. Reporting directly to the Chief Operating Officer (COO), you will serve as the primary strategic and operational leader responsible for protecting the company from financial losses, chargeback exposure, and reputational risk across the entire customer lifecycle.

This is a true "player-coach" role. In the first 6–12 months, you will operate as a tactical, hands-on leader—building risk logic, configuring rules engines, querying fraud data, and directly managing dispute workflows. As card volume scales, you will build and manage dedicated internal teams and external BPO operations.

The ideal candidate bridges quantitative strategy (SQL, risk engines, transaction monitoring) with deep operational execution (Reg Z/E compliance, Visa/Mastercard dispute rules, FCRA e-OSCAR credit bureau disputes, and team leadership).

Location: Full-time, fully remote. Candidates must be in the Eastern or Central Time Zone.

Key Responsibilities

1. Fraud Strategy, Rules Engine & Data Analytics

• Risk Engine Architecture: Design, implement, and continually optimize modern vendor tech stacks and risk orchestration systems (e.g., Alloy, Socure, etc.).
• Real-Time Monitoring: Develop, test, and tune real-time transaction monitoring rules and machine learning scoring models to detect and block authorization fraud, velocity spikes, and payment anomalies at the point of sale.
• Data-Driven Optimization: Directly query database environments using SQL (and Python/R) to perform root-cause analysis on fraud attacks, loss patterns, and authorization approval rates.
• Friction Balance: Continuously optimize the False Positive Ratio to ensure legitimate cardholders experience seamless checkout experiences without compromising security.

2. Customer Lifecycle & Payment Rail Risk

• Onboarding & Identity Risk: Own the Identity Verification (IDV) and Know Your Customer (KYC/CIP/KYB) frameworks to mitigate synthetic identity fraud, stolen PII applications, and first-party fraud.
• Account Lifecycle Monitoring: Establish behavioral detection rules and velocity triggers to combat Account Takeovers (ATO), credit line bust-outs, and multi-accounting schemes.
• Money Movement Risk: Define exposure limits, hold logic, and authorization controls across card transactions and ACH transfers to minimize unauthorized ACH returns (R10s) and funding loss exposure.

3. Chargeback, Disputes & Regulatory Operations

• Dispute & Chargeback Resolution: Oversee end-to-end card dispute operations under Regulation Z, Regulation E, and Visa/Mastercard network frameworks.
• Friendly Fraud Defense: Design compelling evidence frameworks and automated representment strategies to maximize revenue recovery on illegitimate customer disputes.
• Credit Bureau Disputes (FCRA): Manage the investigation and resolution of e-OSCAR credit reporting disputes arising from identity theft and fraud claims in full compliance with FCRA guidelines.
• Operational Leadership & BPO Management: Direct internal fraud analysts and outsourced BPO investigators. Establish Standard Operating Procedures (SOPs), key performance metrics, daily SLAs, and Quality Assurance (QA) scorecards.

4. Cross-Functional Leadership & Governance

• Loss Attribution & Underwriting: Partner with Credit Underwriting to distinguish true credit charge-offs from hidden fraud (e.g., synthetic identities masquerading as default risk).
• Product & Engineering Collaboration: Serve as the risk stakeholder for new product releases (e.g., instant virtual card issuance, digital wallet provisioning) to ensure controls are embedded by design.
• Bank & Network Governance: Monitor portfolio fraud-to-sales ratios to maintain full compliance with sponsor bank requirements and card network monitoring programs.
  

Qualifications & Skills

• Experience: 7+ years of total experience in fraud risk management, payment risk, or decision science within a fintech, neobank, or credit card issuer, with at least 3+ years in a team lead or management capacity.
• Technical Mastery: Strong hands-on SQL skills are mandatory for querying data and executing independent analytics. Experience with Python, R, or data warehousing platforms is a plus.
• Domain Expertise: Deep knowledge of credit card payment mechanics, issuer processor integrations (e.g., Galileo, i2c), card clearing/settlement, and interchange logic.
• Regulatory Knowledge: Deep working knowledge of Regulation Z, Regulation E, FCRA (e-OSCAR), BSA/AML, KYB, and KYC/CIP guidelines.
• Vendor & Platform Experience: Hands-on experience evaluating, integrating, and maintaining risk tech platforms (e.g., Alloy, Socure) and network portals.
• Operational Acumen: Demonstrated ability to toggle between executive strategy and hands-on queue management/workflow creation.
  

Benefits & Perks

• Competitive compensation
• Comprehensive Health, Dental, & Vision Care
• Equity participation
• 401(k) plan
• 18 days PTO, 5 sick days, and 11 company holidays
• High visibility role with direct input into executive strategy and unit economics