Fraud Operations Manager

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...

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, ...

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.

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

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
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