[Hiring] Manager, Fraud & Dispute Operations @Zip Co Limited

Role Description

As a Manager, Fraud & Dispute Operations, you will lead and scale fraud and dispute operations, ensuring we protect our customers while delivering a seamless experience. You’ll use data and insights to drive decision-making, improve operational efficiency, and evolve processes to stay ahead of emerging fraud risks in a fast-paced environment.

You’ll be part of a team focused on delivering seamless, high-quality support experiences that build trust and loyalty at every touchpoint. Working closely with Fraud Strategy, Compliance, Risk, and Customer Experience teams, you’ll help shape how we serve customers—driving fast, efficient, and customer-centric solutions while continuously improving our operations.

Interesting problems you’ll get to solve:

• Lead a high-performing Fraud and Disputes Operations team, delivering impactful outcomes that protect customers and the business.
• Own the end-to-end fraud and dispute operations function, shaping how we scale efficiently while maintaining strong risk controls.
• Build and evolve operational processes that reduce friction, improve speed, and leverage automation to create best-in-class experiences.
• Drive fraud prevention strategies by uncovering insights from transaction data, customer behavior, and emerging fraud trends.
• Oversee complex, high-risk escalations including merchant due diligence, transaction monitoring alerts, and regulatory reporting decisions.
• Partner cross-functionally with teams across Fraud Strategy, Compliance, Risk, and Customer Experience to deliver seamless, customer-first solutions.
• Champion improvements to the customer journey by identifying key pain points in fraud and dispute interactions and implementing meaningful change.
• Develop and inspire a team of investigators through coaching, mentorship, and a strong focus on growth and performance.
• Identify opportunities to innovate and streamline operations, helping us stay ahead of evolving fraud risks while scaling sustainably.
• Influence strategic decision-making by delivering clear insights and recommendations based on fraud trends and operational performance.

Qualifications

• 5+ years of experience in fraud investigations, dispute operations, or risk management within fintech, BNPL, banking, or payments environments.
• 2+ years of people leadership experience, managing investigators or operations teams in a high-volume, SLA-driven environment.
• Proven experience overseeing fraud and dispute operations, including case management, escalations, and end-to-end resolution workflows.
• Hands-on expertise with transaction monitoring systems, fraud detection tools, and case management platforms (e.g., alerts review, investigation tooling).
• Experience reviewing high-risk activity, including merchant due diligence, escalation handling, and decisioning on suspicious transactions and SAR submissions.
• Strong analytical capability, with experience interpreting transaction data, identifying fraud patterns, and translating insights into operational improvements.
• Demonstrated ability to drive operational excellence, including improving workflows, reducing manual effort, and scaling processes through automation or tooling enhancements.
• Working knowledge of regulatory requirements related to fraud, KYC/KYB, PCI-DSS, and financial crime reporting obligations.
• Bring a strong focus on leveraging AI and automation to scale Fraud Operations, including identifying opportunities to reduce manual workload, enhance decisioning through data-driven models, and pilot agentic/AI-enabled workflows to improve efficiency, accuracy, and loss control.
• Experience partnering cross-functionally with teams such as Fraud Strategy, Compliance, Risk, and Customer Experience to deliver process and policy improvements.
• Bachelor’s degree in Finance, Business, Criminal Justice, or a related field (or equivalent practical experience).

Benefits

• Flexible working culture.
• Incentive programs.
• Unlimited PTO.
• Generous paid parental leave.
• Leading family support policies.
• Company-sponsored 401k match.
• Learning and wellness subscription stipend.
• Beautiful Union Square office with a casual dress code.
• Industry-leading, employer-sponsored insurance for you and your dependents, with several 100% Zip-covered choices available.