Risk Operation Lead (Fraud Operations)

Our Journey

About the role

We are hiring a Risk Operations Lead to own how ShopBack detects, investigates and stops fraud and abuse day to day, and to build the team and tooling that make this work at scale. The role sits between strategy and execution: you turn fraud strategy and policy into reliable operations, and you turn what the operations team sees into better controls.

You will lead a team of fraud operations analysts covering customer fraud, payments risk, affiliate abuse and chargebacks across multiple markets. You will report to the Head of Operations and work closely with Product, Engineering, Data, Finance, Compliance and Commercial teams.

The ideal person is curious and hands-on: when something looks off, you dig until you find the root cause, then fix the process or control so it does not recur.

What You'll Own

Lead the team
Lead, coach and develop fraud operations analysts; set clear goals, run performance reviews and build a bench of future leads.
Own team capacity, shift coverage and escalation paths, including incident triage outside standard hours when needed.
Act as the escalation point for complex fraud, abuse and chargeback cases.
Run fraud and abuse operations
Oversee detection, investigation and remediation of customer fraud, account takeover, payment fraud and affiliate abuse (for example order injection, cookie stuffing, link manipulation and ad hijacking).
Manage chargeback disputes end to end and keep fraud and chargeback rates within card scheme and partner thresholds.
Own queue health: review SLAs, decision quality, false-positive rates and customer impact of actions taken.
Handle external reporting and liaise with law enforcement, partners and payment providers on investigations as required.
Improve controls and playbooks
Turn investigation findings into rule, model and policy changes; partner with Data and Engineering on detection logic and prevention in the product.
Write and maintain operating procedures, playbooks and decision guidelines so outcomes are consistent across analysts and markets.
Balance loss prevention against customer experience and approval rates, and bring the trade-offs to stakeholders with data.
Set the fraud operations roadmap and operating model across markets, and own anti-fraud policy inputs for the markets in scope.
Measure and report
Own fraud, loss and chargeback KPIs and report trends, root causes and recommendations to senior stakeholders on a regular cadence.
Use SQL and dashboards to size problems and track the impact of changes. Use AI tools and automation to cut manual review time and improve detection coverage.
Work across teams and vendors
Partner with Product, Engineering, Finance, Compliance, Legal and Commercial teams to embed fraud prevention into features, payment methods and merchant programmes.
Evaluate, select and manage fraud tooling vendors and decisioning platforms; own the vendor budget, run business reviews and drive optimisation.

What We're Looking For

Experience and skills
6+ years in fraud operations, payments risk or a related field, including 3+ years leading teams of analysts.
Track record of setting strategy and operating models, owning policy and playbooks, and managing vendors and budgets.
Strong grasp of fraud typologies across payments, accounts and affiliate abuse, and of chargeback processes and card scheme rules.
Hands-on experience with fraud prevention tools such as rules engines and real-time decisioning platforms.
Data-driven: proficient in SQL and comfortable turning large datasets into clear recommendations for senior audiences.
Familiar with AI tools and automation platforms, and keen to apply them to detection and operational efficiency.
Strong stakeholder management and communication across all levels, including with Product, Engineering and Compliance.
Comfortable in a fast-moving, ambiguous, multi-market environment; able to support escalations outside standard hours when needed.
Experience building or tuning rules in a decision engine, and working with third-party fraud vendors.
Experience building AI-assisted review or automation workflows in a fraud or risk operations team.
Nice to have
Background in cashback, rewards, e-commerce, fintech or payments platforms; experience across Southeast Asia or North America.

What success looks like

Fraud and chargeback losses stay within agreed thresholds while approval rates and customer experience hold.
Review SLAs and decision quality are measured, visible and improving each quarter.
Repeat fraud patterns are closed through rule, model or product changes, not only case-by-case fixes.
Analysts are growing and the team has clear successors for lead roles.
AI-assisted review and automation workflows are built and running, cutting manual review time and widening detection coverage.

ShopBacker Traits

• Agency - We take ownership and act, rather than waiting for permission. When something's blocking progress, we find a way through it and follow through until it's done.
• Judgement - We aim for high-impact decisions, not just easy wins, and we put the bigger picture ahead of individual interests. That means moving quickly and confidently, while staying thoughtful about when a call really matters.
• Learning Velocity - We pick up new skills fast and let go of old habits just as quickly when something better comes along. We benchmark ourselves against the best and keep raising our own bar.
• Tenacity - We stay in it when things get hard, keeping a level head under pressure. We debate openly before deciding, then commit fully — and support each other along the way.

What's in it for ShopBackers

• Career growth opportunities to take on greater challenges that help you realise your ambitions.
• Be part of a winning team on a journey to global scale.
• Competitive compensation based on performance.
• Candid, open, and collaborative culture where feedback is valued.