The Role
Leads Quo’s fraud prevention and regulatory compliance strategy, including detection rules, review queues, investigations, policy enforcement, telecom regulations, and high-stakes case decisions. Manages fraud and compliance teams, external carrier partnerships, BPO or distributed operations, and cross-functional initiatives with Product, Engineering, Legal, Support, and Customer Success. Oversees compliance with TCPA, A2P 10DLC, SHAFT, STIR/SHAKEN, CCPA/CPRA, and state telecom requirements while driving operational improvements and regulatory readiness.
Summary Generated by Built In
Small businesses represent 99.9% of all companies, yet they're still forced to choose between clunky, outdated enterprise phone systems or their personal phones. This multi-billion dollar market has been overlooked for decades, left to cobble together solutions that slow them down instead of helping them grow.
Quo is changing that. We bring calls, texts, and customer information together into one easy-to-use, AI-powered platform. We’re not just building a phone system. We’re setting a new standard for how businesses connect with their customers.
Driven by our values, we move fast, build with determination, and obsess over delivering value to the businesses that have been underserved for far too long.
Today, Quo is trusted by more than 120,000 companies and rated #1 in customer satisfaction on G2. We’re backed by Y Combinator, Tiger Global, Craft Ventures, Slow Ventures, and other top-tier investors. It’s safe to say we’re onto something big.
About the roleWe're looking for a Director of Fraud & Compliance Operations to own the strategic vision and operational execution for the full lifecycle of fraud prevention and regulatory compliance at Quo.
This is not a siloed Compliance function. It sits at the intersection of Product, Engineering, Legal, Support, and carrier relationships — and the person in this role will be expected to operate across all of them. You'll lead a team of Compliance specialists, manage our most critical external partnerships, and be the final decision-maker on the highest-stakes cases that come through our platform.
You'll also set the strategy for where our fraud and compliance infrastructure goes next — our stack works today, but there's a real opportunity to rebuild it from first principles with the AI and agentic tooling now available. This is a hands-on role: we're looking for someone who will own the rules, workflows, and data themselves and be in the build, not just direct it.
You'll report directly to leadership and be a key voice in how Quo manages risk as we continue to grow. If you are passionate about building a fraud operations team at a high growth company, we want to hear from you!
Systems, Platform & Modernization
- Develop a point of view on what Quo's fraud and compliance infrastructure should be, and lead the rebuild — we're thinking in terms of a 6–12 month horizon to cut over, not a multi-year program
- Own the existing rules, workflows, and tooling in the meantime. The program cannot regress while you're redesigning it
- Design and ship AI and agentic workflows into review, investigation, and compliance operations — with the human-in-the-loop design and testing rigor that makes them defensible
- Partner with our data team on the data infrastructure this function needs, and with engineering on what gets built
- Make the build-vs-buy calls on tooling, and be accountable for them
Fraud Detection & Rule Management
- Own the fraud strategy across our tooling, review queues, and data pipelines
- Build, test, and tune detection rules — balancing catch rate against false positive impact — and be hands-on enough to do this yourself
- Own the feedback loop between manual review decisions and rule logic, and build a structured way to measure rule efficacy over time
- Drive continuous improvement across automation and manual review workflows
- Be the final call on complex, high-stakes cases — including compromised accounts, carrier-level violations, and high-value customer escalations
- Apply a consistent, policy-anchored framework while maintaining the judgment to know when to extend grace and when to be firm
- Partner with leadership on risk posture — how conservative or aggressive we want to be when decisions have to be made on imperfect information
Regulatory Compliance
- Maintain Quo's compliance posture across TCPA, A2P 10DLC, SHAFT content policy, STIR/SHAKEN, CCPA/CPRA, and evolving state-level telecom regulations
- Stay current on carrier policy changes, regulatory updates, and industry developments — and translate them into operational action before they become issues
- Own policy development, documentation, and enforcement across the platform
- Move compliance obligations out of people's heads and into systems — documented, monitored, and auditable
- Conduct root cause analysis on escalated incidents and maintain Quo's standing as a trusted, proactive compliance partner
Team & Organizational Leadership
- Lead through the manager who owns day-to-day fraud and compliance operations, and develop the team of investigators and specialists beneath them
- Define what this function should look like as it scales, and make the case for the resourcing — data, automation engineering, headcount — to get there
- Own capacity planning, performance development, and the operating rhythm of the function
Cross-Functional Alignment
- Partner with Legal on regulatory inquiries, subpoena responses, and policy interpretation
- Work with Product and Engineering on compliance-relevant features — engaging on the product decision itself, not just flagging risk from the sidelines
- Collaborate with Support and CS on customer-facing compliance communications and high-value account handling
- 8+ years in fraud operations, financial crimes compliance, trust & safety, or telecom compliance — with at least 3 years leading a team
- Something you have personally shipped in the last year or two that uses AI or automation in a fraud, compliance, or operations context.
- Hands-on experience with fraud tooling (ideally Sift or comparable platforms) and data-driven rule management — you tune the rules, not just approve the changes
- Self-sufficiency with data. You can get to your own answers in SQL or a BI tool.
- Deep familiarity with at least one of the following regulatory frameworks: TCPA, A2P 10DLC/carrier compliance, SHAFT content policy, AML/KYC, or financial crimes compliance
- Demonstrated ability to make high-quality decisions under uncertainty on complex, ambiguous cases
- Strong written communication — you'll be corresponding with ecosystem partners, responding to regulatory inquiries, and setting the tone for customer communications
- A track record of operating without much scaffolding — building the program while running it
Strongly Preferred
- Background in fintech, or at a venture-backed technology company where compliance had to move at product speed
- Experience with high-velocity SMB or consumer compliance — where the program is optimized for speed and user experience and partners closely with product on launches
- Experience with content classification, AI-assisted fraud detection, or agentic and LLM-based tooling in a compliance workflow
- Familiarity with Snowflake, dbt, or comparable data tooling for monitoring and investigation
- Experience overseeing BPO or distributed operations teams
- Background working in a high-growth startup or scale-up environment where the program was still being built
Nice to have
- Telecom, CPaaS, or VoIP compliance experience, or time as a carrier or telephony ecosystem partner. Genuinely a nice-to-have — the telecom-specific parts of this job are learnable, and we would rather hire the right operator than the right domain
Compensation
The annual base salary range for this position is as follow, plus equity and benefits:
- SF Bay Area, Los Angeles, Seattle, Portland, Boston, New York, and Washington, DC Metro: $198,000- $233,000 USD
- All other US Locations: $178,000 - $210,000 USD
- Canada: $175,000 - $206,000 CAD
The ranges displayed reflect the target for new hire salaries, and within each range, individual pay is determined by your skills and experience, as well as relevant education. Your recruiter can share more and answer questions about the specific salary range during the hiring process.
Salary is just one component of Quo’s total compensation package. Your total rewards package will include equity, extensive medical coverage, a monthly lifestyle stipend, and a flexible PTO policy.
Who we areWe're a remote-first company with a culture of trust, autonomy, and action. As we rapidly grow, we're intentionally building communities in a handful of hub cities while continuing to hire great talent wherever they happen to live. If you're looking for a place to do your best work, we'd love to hear from you.
And remember, there's no such thing as a 'perfect' candidate. We're looking for optimists with grit and determination, who are excited to face the challenges of a growing startup. Quo is the type of company where you can grow, and we encourage you to apply for this role even if you don't think you meet all the requirements.
We are committed to creating an inclusive and diverse work environment. It is important that you are able to bring your authentic self to work every day. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. #LI-Remote #PostLI
Skills Required
- 8+ years in fraud operations, financial crimes compliance, trust and safety, or telecom compliance
- At least 3 years in a leadership role managing a team
- Hands-on experience with fraud tooling, ideally Sift or comparable platforms
- Experience with data-driven fraud rule management
- Deep familiarity with at least one regulatory framework: TCPA, A2P 10DLC/carrier compliance, SHAFT content policy, AML/KYC, or financial crimes compliance
- Ability to make high-quality decisions under uncertainty on complex, ambiguous cases
- Strong written communication skills for ecosystem partners, regulatory inquiries, and customer communications
- Experience managing BPO or distributed operations teams
- Direct experience in telecom, CPaaS, or VoIP compliance, or significant experience as a carrier or telephony ecosystem partner
- Familiarity with SQL or data tools such as Snowflake and dbt
- Experience with content classification, AI-assisted fraud detection, or LLM-based tooling in a compliance workflow
- Experience in a high-growth startup or scale-up environment where the program was still being built
Quo Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Quo and has not been reviewed or approved by Quo.
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Fair & Transparent Compensation — Feedback suggests pay is positioned as fair and transparent, with the company stating it pays well and fairly with transparent compensation practices. Publicly stated bands and equity references indicate a structured approach.
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Healthcare Strength — Feedback suggests medical, dental, and vision coverage is comprehensive. This strong core health coverage underpins overall wellbeing support.
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Leave & Time Off Breadth — Feedback suggests time off includes unlimited PTO and sick leave, with pay continuing during these periods. Additional paid leave is available to care for loved ones or welcome a new family member.
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The Company
What We Do
Quo is a modern business phone system that brings all your calls, texts, and customer information together in one easy-to-use, AI-powered platform. It helps your team stay organized and respond faster, so you can give every customer a great experience. AI handles busywork like logging calls, organizing messages, answering FAQs, and seamlessly hands off conversations to your team when needed. Whether you’re running a small business or growing quickly, Quo makes it easy to stay connected and support more customers.
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