[Hiring] Fraud Operations Manager @Polymarket

Role Description

Polymarket US is hiring a Fraud Operations Manager to build and run our Fraud Operations function. This is a hands-on management role — not a coordination role. You will own the workflows, SOPs, case management discipline, and team performance that determine how fast and how well we identify, investigate, and close fraud cases, while managing a team of Fraud Analysts and our BPO partners.

This is a build-from-scratch mandate. You will write the playbooks, establish the escalation paths, set the quality standards, and create the operational routines that the team runs on — working closely with CX, Control Desk, Compliance, Product, Engineering, and Data to ensure fraud operations doesn't become a bottleneck and that investigative findings feed back into better detection and prevention.

What You'll Do

• Build and manage the end-to-end fraud operations workflow, including case routing, prioritization, investigation steps, documentation standards, escalation paths, and closure criteria across fraud typologies like account takeover, identity theft, payment fraud, first-party fraud, scams, and platform abuse.
• Manage, coach, and develop a team of Fraud Analysts — covering workload allocation, case quality reviews, performance management, and ongoing training to keep investigative standards high as volume grows.
• Establish and own operational SLAs, queue health metrics, case aging targets, analyst productivity standards, and QA/QC processes to ensure case dispositions are consistent, well-documented, and defensible.
• Oversee fraud BPO and outsourced operations partners, including onboarding, training, quality monitoring, performance management, and capacity planning for surge periods.
• Identify bottlenecks and repetitive manual steps in the investigation process, then work with Product and Engineering to fix them — including introducing AI and automation tools for case enrichment, triage, evidence gathering, documentation, and routing where appropriate.
• Partner with Fraud Strategy, Data Science, and Compliance to translate operational findings and emerging fraud patterns into stronger detection controls and clearer escalation criteria.
• Build and deliver regular reporting for Fraud leadership on volumes, backlog, SLAs, dispositions, losses, customer impact, and BPO performance, and support any regulatory, audit, or internal review requests.

Qualifications

• 7+ years of hands-on experience in fraud, financial crimes, payments, risk, or trust and safety, preferably within fintech, financial services, crypto, payments, or a high-growth technology environment.
• 3+ years of direct people management experience, including managing fraud investigators or analysts.
• Demonstrated experience building or significantly rebuilding fraud operations workflows, investigation processes, SOPs, and escalation frameworks from the ground up.
• Deep working knowledge of fraud investigations and common fraud typologies, including account takeover, identity theft, payment fraud, first-party fraud, scams, and platform abuse.
• Experience managing high-volume operational queues with clear metrics, SLAs, and QA/QC processes, while balancing speed, investigative quality, and customer experience.
• Strong analytical mindset — able to use case data and operational metrics to spot patterns, diagnose bottlenecks, and make decisions about where to invest in process improvement.
• Experience managing BPO or outsourced operations teams, including performance management, quality standards, and escalation design.
• Ability to operate in a fast-moving environment where priorities shift, processes are still being built, and you are expected to create structure rather than inherit it.
• (Plus) Experience deploying AI, machine learning, or automation tools within fraud or risk operations.
• (Plus) Familiarity with KYC, AML, or sanctions programs and how they intersect with fraud operations.
• (Plus) Experience in regulated financial services, brokerage, derivatives, or payments.
• (Plus) Experience implementing or improving case management, fraud detection, or investigation tooling.

Benefits

• Competitive salary & equity
• Unlimited PTO
• Full Health, Vision, & Dental coverage
• 401k match
• Hardware setup: new MacBook Pro, big display, & accessories

Pay Transparency

Base salary range: $150,000 to $180,000, plus equity and benefits. This range reflects a good-faith estimate for this position. Experience levels vary widely within a title here, so please reach out even if your expectations fall outside it. We're always happy to chat.