Fraud Operations Manager

About the role We're looking for a sharp, high-impact Fraud Operations Manager to help build and scale fraud prevention at Quo. Reporting directly to the Director of Fraud, you'll play a critical role in protecting the platform while enabling legitimate customers to grow with confidence. You will lead a team of Fraud & Compliance Specialists and operate at the center of fraud operations-owning investigations, supporting compliance workflows, and staying ahead of evolving threats. This is a high impact role where you'll help define how fraud operations scales at Quo. You will partner closely with Data, Product, and Engineering to ensure efficient operations, strong controls, and continuous improvement across fraud detection and response. Some of the things you'll do:

• Lead and develop a team of Fraud & Compliance Specialists (coaching, QA, performance management)
• Own day-to-day fraud operations across investigations and compliance-related workflows
• Leverage AI and automation to improve SLAs and reduce manual review time across fraud and compliance queues
• Design and optimize operational workflows using AI-assisted triage, prioritization, and case routing
• Implement AI-driven support tooling (e.g., auto-tagging, response suggestions, case summaries) to streamline investigator and support workflows
• Act as an escalation point for complex or high-risk fraud cases
• Identify fraud patterns and trends, and translate insights into actionable controls
• Support rule development and optimization (thresholds, heuristics, detection logic)
• Monitor key fraud and operational metrics to ensure effectiveness and efficiency
• Partner with Engineering and Product to improve fraud tooling and workflows (e.g., Zendesk, Retool)
• Drive process improvements to increase team efficiency and reduce manual effort
• Help define and scale operational playbooks, policies, and review frameworks
• Balance fraud prevention efforts with customer experience and business impact
• Contribute to building a best-in-class fraud operations function as the company scales

About you

• 3-5 years of experience in fraud, risk, trust & safety, or related operational roles
• Prior experience managing or mentoring a team in an operations environment
• Strong operational judgment with the ability to triage, prioritize, and execute effectively
• Experience handling fraud at scale in high-volume environments
• Data-driven mindset-you're comfortable using metrics to inform decisions and improve performance
• Experience working with tools like Zendesk (Retool or similar internal tools a plus)
• Ability to identify trends and contribute to rule creation or detection improvements
• Strong cross-functional collaboration skills across support, compliance, and engineering
• Excellent communication skills with the ability to handle sensitive or high-stakes situations
• Comfortable operating in a fast-paced, evolving environment with high ownership

Nice to have:

• Experience using automation or AI-driven tools to improve support workflows, triage, or case handling efficiency
• Experience in telecom, VoIP, messaging, or platform-based fraud environments
• Experience managing chargebacks or payment-related fraud workflows
• Familiarity with regulatory and compliance frameworks (e.g., TCPA, A2P ecosystems)
• Experience working with external partners such as carriers, vendors, banks, or platforms
• Exposure to SQL, dashboards, or data tools to support operational analysis and decision-making

Compensation

The annual base salary range for this position in the US is $141,000 - $166,000 USD, and in Canada is $139,000 - $163,000 CAD, plus equity and benefits. We are currently recruiting for this role in the US and Canada but are not considering candidates in San Francisco, Seattle, New York, or Los Angeles at this time. The range displayed reflects the target for new hire salaries, and within this 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. Apply tot his job Apply To this Job