Fraud Operations Manager

Fraud Operations Manager

ID.me is the next-generation digital identity wallet that simplifies how individuals securely prove their identity online. Consumers can verify their identity with ID.me once and seamlessly login across websites without having to create a new login and verify their identity again. Over 152 million users experience streamlined login and identity verification with ID.me at 20 federal agencies, 45 state government agencies, and 70+ healthcare organizations. More than 600+ consumer brands use ID.me to verify communities and user segments to honor service and build more authentic relationships. ID.me's technology meets the federal standards for consumer authentication set by the Commerce Department and is approved as a NIST 800-63-3 IAL2 / AAL2 credential service provider by the Kantara Initiative. ID.me is committed to "No Identity Left Behind" to enable all people to have a secure digital identity.

Role Overview

We are looking for a Manager of Fraud Operations to lead the development and execution of our fraud processes across the ID.me ecosystem. This role is vital to powering ID.me's fraud prevention efforts — improving processes within the fraud team, developing strong cross-functional collaboration with other teams (e.g., Member Support, Product, Engineering, Security), and driving the adoption of automation and AI.

You'll build and scale the team and processes responsible for managing fraud cases, define how we classify and structure fraud data, and work cross-functionally to ensure consistent, high-quality insights flow into our detection models. This role is for someone who thrives in a quickly evolving environment and is willing to tackle new challenges with enthusiasm.

Responsibilities

• Build and lead a high-performing fraud operations team focused on continuous improvement and cross-functional collaboration.
• Lead the improvement of day-to-day operations processes for the Fraud team to help team members meet deadlines and ensure that projects/tasks are being completed on schedule.
• Identify and implement process improvements, tooling enhancements, and automation opportunities to increase speed and accuracy.
• Establish and track performance metrics related to fraud detection and prevention performance.
• Oversee the design and delivery of reports and visualizations that analyze business functions, key operations, and performance metrics in line with the fraud reporting and analytics strategy.
• Support agent training, QA, and continuous improvement initiatives to maintain operational excellence.
• Stay ahead of emerging fraud patterns and collaborate with intelligence teams.
• Manage internal teams and external vendor relationships to ensure effective case coverage and execution.

Basic Qualifications

• 5+ years of experience in fraud operations, risk management, or fraud analytics, with 3+ years in a leadership role.
• Proven experience in operations, process improvement, and/or project management
• Strong cross-functional collaboration skills, especially with Data, Product, Engineering, and Security partners.
• Deep understanding of fraud detection concepts, case management tools, and operational workflows.
• Ability to develop and implement scalable processes in a fast-paced, high-growth environment.
• Excellent problem-solving, communication, and leadership skills.
• Proficiency in tools like SQL, JIRA, or data labeling platforms.
• Experience with digital identity, public sector fraud prevention, or benefits fraud schemes is a plus.