preply - Fraud Operations Manager

London, Greater London, United Kingdom+ Equity2mo ago

In Office Senior EMEA Fintech Payments Operations Manager Fraud Analyst Team Management Team Leadership E-commerce SQL Coaching

Requirements

• 6-8+ years of experience in fraud operations, payments risk, or financial crime — with demonstrated people management experience • Proven track record leading fraud or risk operations in a marketplace, fintech, or e-commerce environment • Deep expertise in fraud investigation methodology, chargeback management, and fraud detection workflows • Experience owning operational KPIs and translating data into decisions and priorities • Strong people leadership: you build teams, develop talent, and create cultures of rigour and ownership • Able to translate operational observations into clear requirements for Product and Data — comfortable working with PMs and data leads as peers, not just as stakeholders to manage • Strong data fluency: you combine what you see in operations with what the data shows, identify gaps between ground-level reality and what detection is capturing, and surface actionable trends • Skilled at designing scalable processes and governance frameworks that outlast any individual • Strong understanding of how AI and machine learning models are applied in fraud detection — including how to interpret model outputs, evaluate signal quality, and partner with technical teams to drive detection improvements • Familiarity with ML-based fraud detection and feedback loop workflows • SQL or BI fluency (e.g. Looker, Tableau) • Experience in a multi-currency, cross-border marketplace environment • Certified Fraud Examiner (CFE) or Certified Anti-Money Laundering Specialist (CAMS) • Experience with fraud detection platforms (e.g. Sardine, Sift, Feedzai, Kount)

Responsibilities

• Lead, manage, and develop a team of Fraud Specialists, setting clear expectations, coaching performance, and building a high-judgement, high-accountability team culture • Own the Fraud Operations roadmap, defining priorities and aligning the function's objectives with broader business goals • Design and formalise investigation standards, workflows, escalation protocols, and documentation frameworks across the team • Define, track, and continuously improve Fraud Ops KPIs — including chargeback rate, dispute resolution SLAs, false positive rate, and financial exposure metrics • Establish a governance cadence: risk reviews, exposure reviews, and threshold calibration with Finance and senior leadership • Serve as the eyes on the ground for Product and Data — systematically translating what Specialists observe day-to-day (fraud patterns, tooling gaps, detection blind spots) into structured, actionable requirements that directly shape the detection roadmap • Cross operational observations with data to identify gaps between what is happening on the ground and what detection models are actually capturing — bringing Product and Data leads trends they can act on, not just dashboard summaries • Partner with Product, Payments, and Finance as the primary fraud authority, influencing priorities and ensuring fraud risk is embedded in key decisions • Own workforce planning and capacity management to ensure operational resilience • Present fraud performance, risk insights, and strategic recommendations to senior leadership • Drive continuous process improvement through root cause analysis, policy adherence, and tooling evolution

Benefits

• An open, collaborative, dynamic and diverse culture; • A generous monthly allowance for lessons on Preply.com http://preply.com, Learning & Development budget and time off for your self-development; • A competitive financial package with equity, leave allowance and health insurance; • Not in Barcelona? We offer an attractive relocation package to join us in our Preply Barcelona Hub • Access to free mental health support platforms; • Access to Gympass-partnered wellness and gym centers throughout Spain to promote and support well-being and physical health;