The opportunity: Risk Operations Transformation LeadTilt is hiring a Risk Operations Transformation Lead to help Risk Operations scale through better processes, tooling, analytics, partner delivery and automation. This is a hands-on, execution-oriented role where you will lead changes from problem definition through implementation and measurement, including: redesigning operational processes, improving internal tooling, transitioning appropriate work to external partners or automation, establishing operating metrics, and ensuring teams are ready when policies, products or systems change.
This is not a traditional project coordination or PMO role. You'll own a portfolio of programs and be accountable for measurable improvements, working closely with Risk Operations, Fraud Strategy, Compliance, Product, Engineering, Data, Shared Services and Vendor Management.
Tilt is a remote-first company that fosters connectivity through regular offsites. Travel for company offsites is required at least twice per year.
How you'll make an impact- Serve as the Risk Operations business owner for AI Enabled Operations, prioritizing automation opportunities by volume, complexity, customer impact and operational risk
- Define the requirements, decision logic, controls and success measures for Risk automation, and partner with Product and Engineering through design, testing and launch
- Monitor automation after launch (adoption, accuracy, quality, risk outcomes and savings) and lead improvements when results fall short
- Lead transformation programs that simplify Risk Operations processes, workflows, roles and handoffs, from problem definition through adoption and measurement
- Identify work that can move to better tooling, self-service capabilities or BPO partners, and define tooling improvements with Product and Engineering
- Work with Shared Services and Vendor Management on operational readiness, including documentation, training, quality controls, escalation paths and post-launch monitoring
- Define the metrics that show performance, capacity, quality and risk trends, and use them to find root causes and prioritize improvements
- Keep new processes, tools and automation aligned with requirements set by Compliance, Fraud Strategy and other policy owners
- In your first 90 to 180 days: build a prioritized program portfolio, deliver initial improvements, and show measurable movement in an outcome such as SLA attainment, backlog age, quality, loss outcomes or cost per case
Why you're a great fit- 5+ years of experience in Risk Operations, Fraud Operations, Disputes, Credit Risk, Trust and Safety, Compliance Operations, operations strategy, program management or a related field
- Track record leading operational improvement or transformation programs, including redesigning processes, implementing tools or launching automation, from problem definition through measurement
- Strong understanding of how operational queues, investigations, reviews and escalations work in practice
- Strong analytical skills, with experience using operational data to identify trends, diagnose root causes and make recommendations
- Able to turn ambiguous problems into clear plans, requirements and measurable results while managing multiple complex initiatives
- Able to influence stakeholders and drive decisions without direct authority
- Clear written and verbal communication with frontline teams, technical partners and senior leadership
- Sound judgment on operational risk, controls, prioritization and escalation
- Experience in fintech, payments, banking or another highly regulated environment
- Preferred but not required: BPO or distributed-team transitions; change-management experience; writing product or business requirements; SQL and Looker, Tableau or Databricks; familiarity with capacity models, SLA and quality measures, and regulations such as Reg E, Reg Z and UDAAP
Don't meet every qualification? We care about potential over your past. If you're bringing ambition and drive to what we're building, we want to hear from you.What you'll get at Tilt- Virtual-first teamwork: The Tilt team is collaborating across 14 countries, 12 time zones, and counting. You'll get started with a WFH office reimbursement.
- Competitive pay: We're big on potential, and it's reflected in our competitive compensation packages and generous equity.
- Complete support: Find flexible health plans at every premium level, and substantial subsidies that stand up to global standards.
- Visibility is yours: You can count on direct exposure to our leadership team - we're a team where good ideas travel quickly.
- Paid global onsites: Magic happens IRL: we gather twice yearly to reconnect over shared meals or kayaking adventures. (We've visited Vail, San Diego, and Mexico City, to name a few.)
- Impact is recognized: Growth opportunities follow your contributions, not rigid promotion timelines.
