Fraud Operations Manager

About Us At Félix, we're building the financial ecosystem for Latin immigrants in the U.S., starting with a revolution in remittances. Our core product is an AI‑powered chatbot built on WhatsApp, allowing our users to send money home as easily as sending a text message. We leverage cutting‑edge technology like AI, blockchain, and stablecoins to make cross‑border payments faster, more affordable, and more accessible than ever before. We are a hyper‑growth Series B company, backed by over $100 million in funding from top‑tier global investors, including QED, Castle Island, Switch Ventures, HTwenty, Monashees, and General Catalyst Customer Value Fund. Félix was selected as an “Endeavour Entrepreneur” and received the CrossTech Fintech Startups Award. We are a group of extremely talented and dedicated high‑performers united by our shared obsession with a single goal: empowering our customers. About The Role As our Fraud Operations Manager, you will lead the day‑to‑day operations of our fraud prevention team, ensuring seamless real‑time monitoring, alert processing, standard operational procedures design and improvement, and case resolution. You'll be responsible for team development, SLA compliance, quality standards, and capacity planning across all operational scenarios. This role combines people management, process optimization, and data‑driven decision‑making to build operational excellence in a fast‑paced fintech environment. Responsibilities Manage and develop the Operations team (Ops Agents + Team Lead) through consistent coaching and performance management. Oversee real‑time fraud monitoring and alert queue processing, ensuring swift and accurate case resolution. Monitor SLA compliance and maintain high‑quality standards across the team's output. Create schedules and ensure adequate coverage for all operational scenarios, including 24/7 requirements or peak seasons. Use SQL and data analysis to drive operational decisions, identify fraud patterns, and pinpoint improvement opportunities. Identify inefficiencies in operations workflows and turn fraud ops inputs into actionable improvements. Partner with Investigations, CX, and Governance teams to drive continuous improvement and align on risk appetite. Handle escalations and incidents with a calm, decisive approach under pressure. Requirements 3+ years of progressive experience in operations management, specifically in operations‑heavy environments (Fraud or Risk experience is a significant advantage). Proven track record of managing and developing teams of 5+ people, with a focus on coaching and talent growth. Proficiency in SQL and Excel; ability to build dashboards and use metrics to guide strategy. Strong ability to identify inefficiencies, design new workflows, and maintain thorough documentation. Experience in scheduling, capacity planning, and forecasting to ensure 100% coverage. Excellent verbal and written communication skills to manage stakeholders and influence cross‑functional teams. Ability to thrive in a fast‑paced, ambiguous startup environment with a high degree of learning agility. Strong incident management skills and the ability to make critical decisions under pressure. Fluent in English & Spanish. These are the applicable requisites, although equivalent competencies in any of the above will also be considered. What We Offer Competitive salary Initial stock options grant Annual performance bonus Health, dental, and vision plans Remote work environment; offices in Miami and México City with hybrid model options. Continuous learning opportunities Unlimited PTO Paid parental leave Empowering opportunities for growth in a dynamic entrepreneurial environment Equal Opportunity Employer At Félix, we are committed to providing equal employment opportunities to all qualified employees and applicants without regard to race, religion, nationality, sex, sexual orientation, gender identity, age, or disability. This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, training, compensation, benefits, and termination. Want to learn more about our privacy practices? Check out our Privacy Policy. Seniority Level Mid‑Senior Level Employment Type Full‑time Job Function Management and Manufacturing #J-18808-Ljbffr