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. This isn't just about the numbers; it's a testament to the trust our investors have in our vision and our team. Additionally, Félix was selected as an "Endeavour Entrepreneur" and was a recipient of 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. We are all owners of Félix, driven by a bias for action and a true experimentation spirit to get shit done with urgency and focus. Joining Félix means you will be part of a team building a legacy, a company that will outlive us all. This is a rare opportunity to apply your skills to a deeply meaningful mission—serving a community that has been underserved for too long. We are a team that is fiercely loyal to each other, where radical transparency and constructive feedback are how we grow and push for excellence. We are bold, we care less about what others are doing, and more about creating sustainable value and a product that truly makes our users' lives better. We are building the future, today.
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. You will be a key player in bridging the gap between technical fraud capabilities and operational execution, ensuring our users remain protected while maintaining a frictionless experience.
Responsibilities
Team Leadership: Manage and develop the Operations team (Ops Agents + Team Lead) through consistent coaching and performance management.Real-Time Execution: Oversee real-time fraud monitoring and alert queue processing, ensuring swift and accurate case resolution.SLA & Quality Management: Monitor SLA compliance and maintain high-quality standards across the team's output.Workforce Management: Create schedules and ensure adequate coverage for all operational scenarios, including 24/7 requirements or peak seasons.Data-Driven Decision Making: Use SQL and data analysis to drive operational decisions, identify fraud patterns, and pinpoint improvement opportunities.Process Design and Optimization: Identify inefficiencies in operations workflows and turn fraud ops inputs into actionable improvements.Cross-functional Collaboration: Partner with Investigations, CX, and Governance teams to drive continuous improvement and align on risk appetite.Crisis Management: Handle escalations and incidents with a calm, decisive approach under pressure.
Requirements
Experience: 3+ years of progressive experience in operations management, specifically in operations-heavy environments (Fraud or Risk experience is a significant advantage).Leadership: Proven track record of managing and developing teams of 5+ people, with a focus on coaching and talent growth.Analytical Skills: Proficiency in SQL and Excel is a must; ability to build dashboards and use metrics to guide strategy.Workflow Optimization: Strong ability to identify inefficiencies, design new workflows, and maintain thorough documentation.Workforce Management: Experience in scheduling, capacity planning, and forecasting to ensure 100% coverage.Communication: Excellent verbal and written communication skills to manage stakeholders and influence cross-functional teams.Adaptability: Ability to thrive in a fast-paced, ambiguous startup environment with a high degree of learning agility.Problem Solving: 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 salaryInitial stock options grantAnnual performance bonusHealth, dental, and vision plans Remote work environment, although we have offices in Miami and México City and would love to work in hybrid model if you are up to it.Continuous learning opportunities Unlimited PTOPaid parental leaveEmpowering 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.
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