Fraud Operations Manager

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 (Ubiquity) QA scorecard is accurate, current, and measuring vendor performance against defined standards

• Consistency across a team of 49 BPO agents and 22 specialists 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

• 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.