Payment Operations and Fraud Manager

We are seeking a detail-oriented Payments Operations & Fraud Manager to support a global digital payments function, with primary responsibility for the Americas.

This role will work closely with Data Analytics, Engineering, Product, Customer Experience, Finance, global business teams, payment service providers, acquiring banks, and fraud partners to deliver secure, compliant, high-performing payment solutions.

The ideal candidate will bring strong experience across payment operations, fraud prevention, incident management, chargebacks, payment performance, and revenue protection.

Key Responsibilities

Payments Operations & Issue Management

• Serve as a primary point of contact for payment-related operational issues, with a primary focus on the Americas.
• Coordinate investigations and resolution efforts across internal teams, PSPs, acquiring banks, and other external partners.
• Manage and prioritize payment-related queries from regional business teams.
• Support management of payment contracts and commercial or cost negotiations.
• Lead payment incident investigations, root cause analysis, stakeholder reporting, and corrective actions.
• Identify recurring payment issues and implement sustainable operational improvements.
• Partner with Product teams to identify checkout and payment improvements that support revenue retention.

Fraud Management & Revenue Protection

• Lead fraud prevention and fraud operations initiatives across global markets, with significant focus on the Americas.
• Investigate card fraud trends, incidents, and emerging risks.
• Work with analytics teams to track fraud volumes, financial impact, and performance trends.
• Manage escalation and response processes during high-risk fraud events.
• Develop strategies that reduce fraud losses while maintaining strong legitimate customer acceptance rates.
• Oversee global chargeback and dispute operations, including trend analysis and performance monitoring.
• Balance fraud controls with customer experience to minimize false declines.
• Optimize fraud prevention tools, configurations, and processes to improve conversion and revenue retention.

Payment Performance & Optimization

• Monitor and improve key payment metrics, including:
  • Authorization rates
  • Authentication success
  • Decline rates
  • Payment errors
  • Chargebacks
  • Fraud losses
• Partner with Payments Data Analysts to design and enhance payment performance dashboards.
• Identify opportunities to improve transaction conversion and reduce revenue leakage.
• Drive initiatives that improve checkout success and overall customer payment experience.
• Work with PSPs and acquirers to optimize transaction routing, configurations, and payment performance.
• Identify opportunities to recover failed or lost transactions.

Stakeholder Management

• Build strong relationships with regional teams across the Americas, EMEA, and APAC.
• Lead regular operational reviews with internal stakeholders and external payment partners.
• Provide clear communication regarding incidents, risks, payment performance, and remediation plans.
• Collaborate across Engineering, Product, Customer Experience, Finance, Fraud, and Operations.
• Use data and operational insights to influence business decisions.
• Share payments expertise and support knowledge development across the broader team.

Continuous Improvement & Governance

• Standardize payment operations processes and best practices across regions.
• Develop and maintain Standard Operating Procedures for payment operations, fraud management, and incident response.
• Support compliance with PCI DSS, regulatory requirements, and internal controls.
• Support payment technology rollouts and ensure operational readiness following implementation.
• Help transition the payments function from reactive issue resolution to proactive payment performance and fraud management.
• Identify opportunities to improve scalability, operational efficiency, cost management, and customer experience.

Vendor & Third-Party Management

• Support relationships with payment service providers, acquiring banks, fraud technology providers, and other payment partners.
• Coordinate third-party support during operational incidents and escalations.
• Monitor vendor performance against established KPIs and SLAs.
• Support commercial discussions focused on improving service levels, payment performance, and cost efficiency.

Required Experience

• 3+ years of experience in payments, fraud, financial operations, payment processing, or a related FinTech environment.
• Proven experience managing fraud operations within the Americas.
• Hands-on experience managing payment incidents, investigations, and operational processes.
• Strong knowledge of the card payment lifecycle, including:
  • Authorization
  • Authentication
  • Settlement
  • Chargebacks
  • Fraud
• Experience working with global or cross-regional teams.
• Strong stakeholder management and cross-functional collaboration experience.

Preferred Experience

• Experience working with payment service providers, acquiring banks, or fraud management platforms.
• Exposure to platforms such as Cybersource, Worldpay, SAP, or similar payment technologies.
• Experience within an e-commerce or omnichannel payments environment.
• Experience with Adobe Commerce is a plus.
• Experience improving payment authorization, conversion, or fraud performance.
• Knowledge of PCI DSS and payment-related regulatory requirements.

Skills

• Strong written and verbal communication skills with the ability to engage both technical and business stakeholders.
• Ability to bridge the gap between Finance, Payments, Technology, and Operations.
• Strong project and operational management capabilities.
• Data-driven and results-oriented approach.
• Excellent analytical and problem-solving skills.
• Strong attention to detail and documentation.
• Ability to develop effective processes and operating procedures.
• Comfortable working within a small, fast-moving global team.
• Strong cross-functional collaboration skills across distributed teams.

Impact of the Role

The Payments Operations & Fraud Manager will play a key role in:

• Maintaining stable, scalable, and efficient payment operations.
• Reducing payment failures and fraud-related losses.
• Protecting revenue and minimizing transaction leakage.
• Improving payment acceptance and customer experience.
• Strengthening incident management and operational governance.
• Building a proactive, data-driven payments operations function.
• Supporting the broader global digital payments strategy.