Fraud Operations Manager

GlossGenius is the AI-powered system behind the world's most meaningful appointments, helping 100,000+ service businesses earn more revenue and free up time for the work they love. Our agentic workforce gets more clients in the door, grows profit per appointment, and keeps clients coming back — doing the jobs owners never had time for and couldn't justify hiring to fill. Businesses on GlossGenius process billions in annual payment volume, and see 65% more revenue using GlossGenius Payments by growing ticket size, rebooking clients at checkout, and saving on processing fees.

As the Fraud Operations Manager, you'll own the end-to-end fraud function: building the detection systems, creating response workflows, improving fraud models, managing the tech stack, designing the fraud agent SOPs, and establishing cross-functional partnerships that keep our customers safe without creating friction that slows them down. You'll define the playbook and run it.

You will report to the Senior Manager, Business Operations. You must be commutable to our NYC or SF office and will operate in a hybrid environment. We default to being in-office 3-4 days per week with required attendance on Tuesdays and Thursdays.

• →Own GlossGenius's fraud program end-to-end - define strategy, detection rules, and response protocols - evolving them as volume and fraud patterns change
• →Build investigation workflows for chargebacks, disputes, suspicious transactions, and account takeovers that enable fast, accurate action
• →Drive down fraud losses by identifying emerging attack vectors and implementing controls before they scale, without degrading the user experience
• →Partner with Payments and Engineering to shape fraud tooling roadmaps, translating operational pain points into product requirements
• →Manage chargeback and dispute operations end-to-end, including evidence compilation, representment strategy, and win-rate optimization
• →Build reporting and alerting that gives leadership real-time visibility into fraud trends, financial exposure, and operational performance
• →Develop policies and SOPs that balance risk mitigation with customer experience

• 5+ years in fraud operations, payments risk, or trust & safety - ideally in fintech, payments, or a marketplace with real transaction volume
• Hands on experience managing chargebacks, disputes, and fraud investigations at scale; you know card network rules and how to win representments
• Strong analytical skills - you’re comfortable pulling and interpreting transaction data to spot patterns, set thresholds, and measure intervention impact
• Demonstrated use of AI tools (e.g., Claude, ChatGPT, Cursor) to build automations or improve workflow efficiency
• Experience building fraud programs from early stages or maturing existing ones
• Familiarity with payment processors (Stripe, Adyen, or similar), chargeback management platforms, and fraud detection tools