Fraud & Risk Operations Lead

Fitt Talent Partners is a specialized recruitment firm working with top health and wellness companies.

We’re filling this role for a client, a leading consumer Health & Wellness Platform — that has existing partnerships with Eight Sleep, WHOOP, Momentous, Peloton, and other top brands.

Job Description

We enable consumers to pay for eligible health & wellness expenses with HSA/FSA. As we scale, we need a dedicated fraud & risk operator to protect our customers, partners, and the business while keeping approval rates high and friction low.

This is our first fraud hire. You’ll own the day-to-day detection, investigation, and remediation of fraud and abuse across our payment flows and customer/partner lifecycle. You’ll also build the foundations: dashboards, playbooks, controls, and partner/vendor workflows. You’ll work cross-functionally with Product, Engineering, Data, Ops/Support, Finance, and Legal to find root causes and ship fixes that stick.

Responsibilities

Real-Time Monitoring & Response

• Detect, triage, and respond to fraud attacks (e.g., card testing, account takeover, refund/chargeback abuse, synthetic identity) using internal and external tools
• Own incident response for risk events: contain, investigate, document, and drive remediation; participate in on-call/escalation coverage as needed

Investigations & Decisioning

• Perform high-judgment investigations and make consistent allow/deny/hold decisions for transactions, accounts, and partner activity
• Build decision frameworks and escalation paths that balance fraud loss, customer experience, and regulatory/compliance constraints

Disputes, Inquiries, and Chargebacks (Hands-On)

• Own dispute operations end-to-end, including the “minutiae”: monitoring and responding to dispute inquiries/alerts, customer communications, evidence gathering, representment submission, and deadline management
• Maintain clean case notes and audit trails; ensure timely, accurate responses that maximize win rate while minimizing customer friction
• Analyze dispute reason codes and inquiry drivers; implement prevention tactics (policy/process changes, product nudges, data sharing with Support/Ops) to reduce repeat disputes and friendly fraud

Measurement, Dashboards, and Controls

• Define and track core risk metrics (fraud loss, net loss, chargeback rate, approval rate, manual review rate, false positives, backlog health)
• Build reporting and propose/implement controls: velocity rules, blocklists/allowlists, step-up verification, 3DS/issuer strategy (where applicable), and policy updates

Cross-Functional & External Partnerships

• Work closely with Product/Engineering/Data to translate patterns into tooling and product changes (signals, rules, internal admin tools, case management)
• Manage external relationships as needed (processors/acquirers, fraud vendors, card networks/issuers) and drive to underlying fixes, not just band-aids

What we’re looking for

Minimum Qualifications

• 3+ years in fraud, risk, trust & safety, investigations, or payments ops in a fintech, payments platform, marketplace, or high-scale consumer product
• Strong payments fundamentals: card-not-present risk patterns, dispute/chargeback mechanics (including inquiries), and how controls impact approval rate + customer experience
• Strong analytical ability; comfort with SQL, ability to build dashboards, and measure interventions
• Demonstrated ability to run ambiguous, 0→1 operating problems: define processes, set metrics, create playbooks, and iterate quickly
• Excellent written and verbal communication; calm, precise execution during incidents
• High integrity and good judgment handling sensitive data and customer-impacting decisions

Preferred Qualifications

• Deep experience owning disputes/chargebacks, including inquiry handling, representment, and win-rate optimization
• Familiarity with common fraud tooling and data sources (device/email/phone intelligence, KYC signals, chargeback tools, internal rule engines)
• Experience partnering with Engineering/Data Science to build detection signals, internal tooling, or automated controls
• Healthcare/benefits/regulated-financial-product experience (nice to have)

Location

• Los Angeles / SF / Austin preferred // Remote-available