Lithic creates card issuing and payment infrastructure for technology companies that just works. We help some of the world’s fastest-growing digital banks, fintech companies, and software companies process billions in transactions annually.
Lithic is hiring a seasoned Risk Operations Lead to own planning, execution, and continuous improvement of our Risk, Fraud, and Dispute Operations as we scale and support a broader scope of financial services clients. This is a highly cross-functional client-facing role responsible for harvesting insights from operational efficiency, accuracy, and customer experience KPI’s, disseminating performance feedback throughout the organization, and ensuring Lithic’s compliance with relevant regulations and payment network rules. This is an exciting opportunity to help Lithic mature and scale it’s risk, fraud, and dispute programs to support hundreds of payments companies.
What You'll Do:
- Own execution and continuous improvement of Lithic’s fraud, dispute, and chargeback operations, including development of standard operating procedures and client guides as necessary to support new Lithic products and payment network rule changes. Maintain organization and change management for Lithic’s SOP library.
- Build, administer, and scale the Risk Operations team’s training, quality assurance, and content management programs to drive operational excellence as we scale.
- Collaborate with leadership and key stakeholders to establish your Risk Operations’ KPIs, and continuously manage the program and team members to targets. Deliver feedback (praise and constructive) and publish performance trends to Lithic leadership.
- Own and assess the team’s OKRs and other goals, and manage the team’s capacity between OKR, keep the lights on, and incident response obligations.
- Build relationships with our customer-facing teams (and our customers themselves) to best inform our approach to delivering efficient, effective, and compliant risk operations support.
- Define the team’s internal tooling requirements, and work cross-functionally to acquire buy-in and support for enhancements that result in material improvements to client experience, productivity, accuracy, and recovery metrics. Write Business Requirements Documents (BRDs) and Product Requirements Documents (PRDs) as needed.
- Serve as Lithic’s fraud and dispute operations Subject Matter Expert, and deliver feedback and guidance to clients on chargeback optimization best practices.
- Support risk assessments, compliance testing, audits, and ad-hoc projects as assigned.
What You Bring:
- 5+ years of financial services operations experience, preferably in issuer risk, fraud, and dispute operations management
- 2+ years in a management role that included sourcing and hiring talent, scaling operations, and providing ongoing coaching and feedback to team members
- The ability to foster a cohesive and creative culture across remote teams and multiple time zones. You must lead your team with integrity and nurture an inclusive, supportive, collaborative, and energetic environment for your team
- Expert knowledge and understanding of Federal Regulations E and Z, NACHA operating guidelines, and Mastercard and Visa operating rules
- A passion for identifying problems and finding the ideal solution. Automation and optimization are two of your greatest strengths, and you possess strong prioritizing and project management skills
- Advanced Google Suite skills and Microsoft Office suite skills and dashboarding experience using tools such as Looker, Metabase, Hex, or Tableau
Salary: $130,000 - $170,000
#LI-MS1
- Health, vision, and dental insurance; HSA Contribution Match
- Unlimited PTO
- 401(k) match
- Voluntary Life Insurance and AD&D
- 3% cashback on all Privacy purchases
- 12-weeks fully paid parental leave
- Work From Anywhere: work from anywhere in the world 4-weeks each year
- 5-Year Fully Paid 4-Week Sabbatical Program
We believe in-person collaboration boosts creativity, communication, and agility, which are key to our growth. Employees in the NYC area are asked to work from our SoHo office three days a week - Tuesdays and Thursdays are core in-office days - the third is flexible.
In-office employees receive:
- $50/month towards your commute
- Free lunch every Tuesday and Thursday
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What We Do
Before Lithic, we started Privacy.com in 2014 to build the safest and easiest way for consumers to pay online. We worked with a legacy issuer processor and it took us over a year to launch our card program. Even after we were up and running, scaling and ongoing maintenance were a pain—batch processing delays, scheduled downtime windows, and black-box systems we couldn't debug.
From this experience, we learned firsthand that the financial services supply chain is broken—in the United States, the industry is still dominated by 30-year-old companies that run on mainframes.
So we built Lithic, the issuing and processing infrastructure we always wanted, with developer-friendly, modern, well-documented APIs, insanely fast speed-to-market, and flawless reconciliation—purpose built to give card issuers extremely high levels of observability, control, and flexibility over their card programs. We own the entire technical stack: direct connections to Visa, Mastercard, and Amex, our own authorization engine delivering sub-100ms responses, an immutable ledger system, and real-time webhooks for every transaction event.
Today, we power card programs for 100+ innovative companies including Mercury and Privacy.com—maintaining 99.99+% uptime without maintenance windows while processing billions in payment volume. And we're just getting started.
Lithic currently has 150+ employees in 26 states and 6 countries, with an HQ in NYC, backed by Bessemer, Index, and Stripes.
Why Work With Us
Our team is at the center of everything we do. But we know that work isn't everything, we value flexibility and quality benefits. We strive to be a place where you know your ideas are always heard, you and your teammates learn from each other and make each other better, and you know your work is impacting users and the industry at large.
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