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Imprint is a fintech company that modernizes co-branded credit card programs for major brands like Crate & Barrel, Rakuten, Booking.com, H-E-B, and Shell. The company combines payments infrastructure, intelligent underwriting, and customer data to create personalized financial experiences without requiring brand partners to become banks. Backed by top-tier VCs including Kleiner Perkins, Thrive Capital, Ribbit, and Khosla Ventures, Imprint is addressing a $300+ billion market of legacy co-branded card systems.
As Fraud Operations Manager, you will lead the day-to-day operations of Imprint's fraud operations team, managing both internal specialists and an outsourced BPO workforce of approximately 71 agents. This is a hands-on people management role with direct accountability for team performance, standard operating procedure (SOP) integrity, vendor oversight, and scaling operations as the company grows.
Key responsibilities include: full-cycle people management for fraud operations including team leads and internal specialists; SOP development, gap identification, and compliance approval processes to ensure bank compliance; BPO vendor relationship management including QA scorecards and performance accountability; partnership with fraud strategy on workflow changes and fraud trend analysis; serving as escalation point for fraud operations issues; balancing fraud prevention with user experience by treating false positives as a real operational cost; identifying bottlenecks and driving process improvements using data and operational insight; and building scalable systems and processes.
In your first 90 days, success means: establishing structured coaching and feedback for all team leads with active productivity and QA tracking; identifying and documenting SOP gaps on a clear path to bank compliance sign-off; maintaining an accurate and current BPO QA scorecard measuring vendor performance; meaningfully improving consistency across the 49 BPO agents and 22 internal specialists; and establishing yourself as a trusted escalation point.
Required qualifications include: experience owning fraud or dispute operations in a regulated consumer credit or banking environment; demonstrated experience managing outsourced/BPO workforces including vendor QA, scorecards, and performance accountability; experience writing SOPs and obtaining compliance approval through compliance-gated processes; proven people management experience with direct oversight of team leads or frontline operations staff; ownership mentality with ability to close loops and bring solutions; and strong direct communication skills with vendors and internal peers.
Nice-to-have skills include familiarity with transaction fraud monitoring platforms like Sardine, experience with application decisioning and KYC processes, proficiency in ticketing and workflow tools like Zendesk, ability to build analytical views using SQL or data visualization tools, workforce management experience, and experience designing written processes including SOPs and QA sampling plans.
