Fraud Operations Manager

Company Overview

ID.me is the next-generation digital identity wallet that simplifies how individuals securely prove their identity online. Consumers can verify their identity with ID.me once and seamlessly login across websites without having to create a new login and verify their identity again. Over 152 million users experience streamlined login and identity verification with ID.me at 20 federal agencies, 45 state government agencies, and 70+ healthcare organizations. More than 600+ consumer brands use ID.me to verify communities and user segments to honor service and build more authentic relationships. ID.me’s technology meets the federal standards for consumer authentication set by the Commerce Department and is approved as a NIST 800-63-3 IAL2 / AAL2 credential service provider by the Kantara Initiative. ID.me is committed to “No Identity Left Behind” to enable all people to have a secure digital identity. To learn more, visit https://network.id.me/.

Role Overview

We are looking for a Fraud Operations Manager that will report directly to our Senior Director of Fraud Investigations and will be responsible for improving the processes within the fraud team and how the fraud team interacts with other teams (e.g., Member Support, Product, Engineering, Security). The person in this role would define processes, write playbooks, and track team productivity metrics. 

A successful leader in this role will have superb verbal and written communication skills with an analytical approach to problem solving. The candidate must be comfortable working with ambiguity, making recommendations to senior management, and delivering results on highly demanding timelines. This role requires a meticulous attention to detail, excellent project management skills, and a desire to consistently make things better.

Responsibilities

• Build and lead a high-performing fraud operations team focused on continuous improvement and cross-functional collaboration.
• Lead the improvement of day-to-day operations processes for the Fraud team to help team members meet deadlines and ensure that projects/tasks are being completed on schedule.
• fraud requirements, frameworks, and workflows.
• Identify and implement process improvements, tooling enhancements, and automation opportunities to increase speed and accuracy.
• Establish and track performance metrics related to fraud detection and prevention performance.
• Oversee the design and delivery of reports and visualizations that analyze business functions, key operations, and performance metrics in line with the fraud reporting and analytics strategy.
• Support agent training, QA, and continuous improvement initiatives to maintain operational excellence.
• Stay ahead of emerging fraud patterns and collaborate with intelligence teams.
• Manage internal teams and external vendor relationships to ensure effective case coverage and execution.

Basic Qualifications

• 5+ years of experience in fraud operations, risk management, or fraud analytics, with 3+ years in a leadership role.
• Proven experience in operations, process improvement, and/or project management
• Strong cross-functional collaboration skills, especially with Data, Product, Engineering, and Security partners.
• Deep understanding of fraud detection concepts, case management tools, and operational workflows.
• Ability to develop and implement scalable processes in a fast-paced, high-growth environment.
• Excellent problem-solving, communication, and leadership skills.
• Proficiency in tools like SQL, JIRA, or data labeling platforms.
• Experience with digital identity, public sector fraud prevention, or benefits fraud schemes is a plus.

ID.me is a full-time, in-office culture. Unless a specific job description explicitly states otherwise, all roles are on-site five days per week at one of our offices in McLean, VA; Mountain View, CA; New York City, NY; or Tampa, FL. Certain roles — such as field-based sales or other remote-by-design positions — may have different work arrangements as noted in their individual postings.

ID.me maintains a work environment free from discrimination, where employees are treated with dignity and respect. All ID.me employees share in the responsibility for fulfilling our commitment to equal employment opportunity. ID.me does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. ID.me adheres to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, ID.me's policy is to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations and ordinances where a particular employee works. Upon request we will provide you with more information about such accommodations.

Please review our Privacy Policy, including our CCPA policy, at id.me/privacy. If you provide ID.me with any personally identifiable information you confirm that you have read and agree to be bound by the terms and conditions set out in our Privacy Policy.

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