Director of Fraud Operations

Imprint is reimagining co-branded credit cards & financial products to be smarter, more rewarding, and truly brand-first. We partner with companies like Crate & Barrel, Rakuten, Booking.com, H-E-B, Fetch, and Brooks Brothers to launch modern credit programs that deepen loyalty, unlock savings, and drive growth. Our platform combines advanced payments infrastructure, intelligent underwriting, and seamless UX to help brands offer powerful financial products—without becoming a bank.

Co-branded cards account for over $300 billion in U.S. annual spend—but most are still powered by legacy banks. Imprint is the modern alternative: flexible, tech-forward, and built for today’s consumer. Backed by Kleiner Perkins, Thrive Capital, and Khosla Ventures, we’re building a world-class team to redefine how people pay—and how brands grow. If you want to work fast, solve hard problems, and make a real impact, we’d love to meet you.

As Director of Fraud Operations, you will own fraud and dispute resolution outcomes at Imprint during a period of 4x business growth. This is a hands-on leadership role requiring both strategic planning and tactical execution to scale operations efficiently.

You will manage internal fraud operations teams and external vendor relationships, driving automation, workforce planning, and process/quality improvement across fraud review and dispute resolution. Success requires balancing speed with precision, leveraging data and AI to scale efficiently, and ensuring customers experience is best in class with timely, high-quality fraud support as Imprint launches new products.

• Delivered accurate manpower forecasts for both internal teams and vendor (Ubiquity) based on volume trends and anticipated product launches

• Developed and begun executing a concrete automation plan to improve process efficiency and reduce reliance on headcount scaling

• Defined quality metrics and measurement methods for fraud review quality (internal and vendor), with a clear improvement execution plan in place

• Built strong working relationships with internal stakeholders and vendor leadership to ensure alignment on goals and SLAs

• Demonstrated ownership mentality by proactively identifying gaps and driving solutions independently

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  Own end-to-end fraud operations, including fraud detection, dispute resolution, and chargeback management for Imprint's credit products

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  Develop and execute workforce planning models to support 4x growth, balancing internal staff and vendor capacity

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  Lead vendor relationship management with Ubiquity and other partners, ensuring SLA adherence and quality standards

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  Build and implement automation roadmap in partnership with engineering to reduce manual review volume and improve efficiency

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  Define, measure, and improve quality metrics for fraud review accuracy and consistency across internal and external teams

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  Partner cross-functionally with Product, Engineering, Data, and Customer Experience to align on fraud operational priorities

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  Use data analysis to identify trends, optimize processes, and inform decision-making on staffing, tooling, and workflow improvements

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  Ensure fraud resolution meets target SLAs (currently 3-day resolution standard) to protect brand reputation and customer satisfaction

• 7+ years of experience in fraud operations, dispute resolution, or risk operations within fintech, payments, or credit card environments

• Strong vendor management experience, including leading operational partnerships and driving performance improvements

• Proficiency with Excel and basic statistical analysis for workforce planning and operational forecasting

• Demonstrated ability to leverage automation and technology to scale operations efficiently rather than relying on headcount

• Data-driven decision-making approach with ability to define metrics, analyze trends, and surface actionable insights

• Excellent communication and relationship-building skills, with experience managing cross-functional stakeholders and large teams

• Self-driven ownership mentality with ability to identify problems, develop solutions, and execute independently

• Sense of urgency and results orientation, focused on moving metrics rather than completing activities

• Willingness to adopt AI-first tools and workflows to improve efficiency and decision quality

• SQL knowledge or experience working with data teams to extract insights

• Background in scaling fraud operations through product launches or rapid volume growth

• Experience implementing quality assurance frameworks and measurement systems for operations teams