Head of Fraud Operations

About the role

Cardless is seeking a Head of Fraud Operations to build and lead the core of its fraud function. Reporting to the Chief Risk Officer, you will manage both manual review operations and fraud investigations while staying hands‑on to shape processes, tools, and scaling strategies.

Key responsibilities

• Build, manage, and develop a high‑performing team of fraud analysts and investigators, handling hiring, training, scheduling, and performance management.
• Own day‑to‑day manual review operations, ensuring queue management, SLA adherence, and case quality.
• Lead complex fraud investigations, define methodology, and personally handle high‑severity cases.
• Partner with Fraud Strategy, Product, and Engineering to translate policy into operational playbooks and improve analyst tooling.
• Develop SOPs, playbooks, KPI frameworks, and dashboards to drive operational excellence and scalability.

Required profile

• 7–12 years of experience in fraud operations or investigations within financial services, fintech, or payments.
• 3+ years of people‑management experience building high‑performing fraud teams.
• Deep hands‑on expertise in manual review operations, queue management, and SLA design.
• Strong background in leading investigations of account takeover, fraud rings, synthetic identities, or high‑loss events.
• Proven ability to create SOPs, playbooks, and operational frameworks that scale.

Required skills

• SQL for data analysis, performance monitoring, and trend identification.
• Experience with fraud investigation and case‑management tooling.

What we offer

• Annual salary $170,000‑$230,000 plus equity.
• Comprehensive health, vision, and dental coverage (100% employee, 75% dependents).
• Catered lunches, commuter benefit, parental leave, and flexible PTO (minimum 15 days).
• Apple equipment, 401k plan, and meaningful startup equity.
• On‑site office in San Francisco’s Financial District with relocation assistance.