Manager, Fraud & Dispute Operations

• We’re on a mission to make payments safer and simpler—empowering customers to transact with confidence while staying ahead of fraud. We move quickly, take ownership, and use data to solve complex problems at scale.
• This role requires hands-on expertise in fraud investigations, dispute operations, and transaction monitoring. You’ll use data to identify risks, make decisions, and improve processes in a fast-paced environment.
• Remote-first opportunity for US-based employees with the option to work in-person out of our Manhattan office

Start your adventure with Zip 

As a Manager, Fraud & Dispute Operations, you will lead and scale fraud and dispute operations, ensuring we protect our customers while delivering a seamless experience. You’ll use data and insights to drive decision-making, improve operational efficiency, and evolve processes to stay ahead of emerging fraud risks in a fast-paced environment.

You’ll be part of a team focused on delivering seamless, high-quality support experiences that build trust and loyalty at every touchpoint. Working closely with Fraud Strategy, Compliance, Risk, and Customer Experience teams, you’ll help shape how we serve customers—driving fast, efficient, and customer-centric solutions while continuously improving our operations.

Interesting problems you’ll get to solve 

• Lead a high-performing Fraud and Disputes Operations team, delivering impactful outcomes that protect customers and the business
• Own the end-to-end fraud and dispute operations function, shaping how we scale efficiently while maintaining strong risk controls
• Build and evolve operational processes that reduce friction, improve speed, and leverage automation to create best-in-class experiences
• Drive fraud prevention strategies by uncovering insights from transaction data, customer behavior, and emerging fraud trends
• Oversee complex, high-risk escalations including merchant due diligence, transaction monitoring alerts, and regulatory reporting decisions
• Partner cross-functionally with teams across Fraud Strategy, Compliance, Risk, and Customer Experience to deliver seamless, customer-first solutions
• Champion improvements to the customer journey by identifying key pain points in fraud and dispute interactions and implementing meaningful change
• Develop and inspire a team of investigators through coaching, mentorship, and a strong focus on growth and performance
• Identify opportunities to innovate and streamline operations, helping us stay ahead of evolving fraud risks while scaling sustainably
• Influence strategic decision-making by delivering clear insights and recommendations based on fraud trends and operational performance

What you’ll bring to the team 

• 5+ years of experience in fraud investigations, dispute operations, or risk management within fintech, BNPL, banking, or payments environments
• 2+ years of people leadership experience, managing investigators or operations teams in a high-volume, SLA-driven environment
• Proven experience overseeing fraud and dispute operations, including case management, escalations, and end-to-end resolution workflows
• Hands-on expertise with transaction monitoring systems, fraud detection tools, and case management platforms (e.g., alerts review, investigation tooling)
• Experience reviewing high-risk activity, including merchant due diligence, escalation handling, and decisioning on suspicious transactions and SAR submissions
• Strong analytical capability, with experience interpreting transaction data, identifying fraud patterns, and translating insights into operational improvements
• Demonstrated ability to drive operational excellence, including improving workflows, reducing manual effort, and scaling processes through automation or tooling enhancements
• Working knowledge of regulatory requirements related to fraud, KYC/KYB, PCI-DSS, and financial crime reporting obligations
• Bring a strong focus on leveraging AI and automation to scale Fraud Operations, including identifying opportunities to reduce manual workload, enhance decisioning through data-driven models, and pilot agentic/AI-enabled workflows to improve efficiency, accuracy, and loss control.
• Experience partnering cross-functionally with teams such as Fraud Strategy, Compliance, Risk, and Customer Experience to deliver process and policy improvements
• Bachelor’s degree in Finance, Business, Criminal Justice, or a related field (or equivalent practical experience)
• Clear alignment with Zip’s core values

What you’ll get in return

Zip is a place where you’ll get out what you put in. The newness of our sector means we need to move at pace and embrace change, and our promise to you when you join the team is that you’ll feel empowered and trusted to make big things happen quickly. 

We want you to feel welcome and as though you have the support to be yourself, and care for yourself at work. Because it’s important to us that you make the most of the opportunities you’ll get to grow your skills and your career, and be surrounded by smart, friendly people and leaders that have your back.

We think these are just some of the best things about being a Zipster. We will also offer you:

• Flexible working culture
• Incentive programs
• Unlimited PTO
• Generous paid parental leave
• Leading family support policies
• Company-sponsored 401k match
• Learning and wellness subscription stipend
• Beautiful Union Square office with a casual dress code
• Industry-leading, employer-sponsored insurance for you and your dependents, with several 100% Zip-covered choices available

Zip is committed to a straightforward and transparent pay structure. The actual base salary will be determined by various individualized factors, including job-related knowledge, skills, experience, location, internal equity, as well as other objective business considerations.

The annual base Pay Range for this position is $91,000- $114,000. This range reflects our US national compensation band (USN). Additional premium percentages may apply based on our tiered premium strategy.

Subject to those same considerations, the total compensation package for this position may also include other elements, including a bonus and/or commission awards, in addition to a full range of medical, financial, and/or other benefits. 

*Please note that visa sponsorship is not available for this position.

If hired, employees will be in an 'at-will position' and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation or benefit program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

Be a part of a team that reflects the diversity of our customers

We pride ourselves on being a workplace that provides equal opportunities to people of all ages, cultural backgrounds, sexual orientations, gender identities, abilities, veteran status, and everything else that makes you unique.

Equally, we’re committed to ensuring our recruitment processes are accessible and inclusive. Please let us know If there are any adjustments that need to be made to ensure you have a fair and equitable experience.

And finally…get to know us

Zip Co Limited (ASX: ZIP) is a digital financial services company, offering innovative, people-centered products.

Operating in two core markets - Australia and New Zealand (ANZ) and the US, Zip offers access to point-of-sale credit and digital payment services, connecting millions of customers with its global network of tens of thousands of merchants. We’re proud to be a values-led business and our values - Customer First, Own it, Stronger Together and Change the Game - guide us in everything we do.

I acknowledge by clicking "Submit Application", that the information provided is true and correct. I also understand that any willful dishonesty may render for refusal of this application or immediate termination of employment. By providing your information, you acknowledge that you have read our Zip Applicant and Candidate Privacy Notice and authorize Zip to process your data subject to those terms. Zip participates in the federal government’s E-Verify program. #LI-Remote

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