Bachelor's degree in Cybersecurity, Information Systems, Computer Science, Criminal Justice, Finance, Business, Risk Management, or related field.
5+ years of experience in fraud, cybersecurity, identity, threat intelligence, digital risk, or financial crime.
People leadership experience in a global, regulated, high-volume consumer industry.
Strong knowledge of digital fraud, identity security, operational controls, and performance measurement.
Experience with SIEM, fraud decisioning, case management, and law-enforcement coordination.
Ability to apply AI and automation tools to enhance operational productivity.
Demonstrated leadership in complex investigations and incident-response activities.
Responsibilities
Lead day-to-day fraud detection, prevention, response, and recovery operations.
Establish metrics for operational efficiency and drive automation improvements.
Develop and lead fraud operations resources and coordinate major incidents.
Oversee complex customer fraud escalations and account-recovery processes.
Lead strategic partnerships with internal stakeholders and external law enforcement.
Convert operational findings and attack patterns into strategic improvements.
Respond to significant fraud campaigns and coordinate cross-functional escalation.
Benefits
Comprehensive health and wellness programs.
Opportunities for professional development and training.
Flexible work arrangements to support work-life balance.
Employee discounts on travel and services.
Retirement savings plans with company matching contributions.
Full Job Description
Description
Job Overview and Responsibilities
The Sr Manager - Fraud Operations is responsible for leading enterprise operational detection prevention, response and recovery for digital fraud affecting customers, digital assets and the airline. This role builds and operates a scalable, data and intelligence-led fraud response capability that rapidly investigates and contains threats, supports customer recovery and continuously improves fraud controls.
Fraud Operations Leadership: Own day-to-day fraud detection, prevention, escalation, response and recovery operations; establish operating procedures, service levels, staffing/capacity models and performance expectations.
Operational Measurement & Optimization: Establish metrics such as operational efficiency, decision accuracy, false-positive/negative performance, customer impact and prevented loss; drive automation and workflow improvement.
People & Partner Leadership: Lead and develop fraud operations resources and coordinate major incidents with relevant stakeholders as appropriate.
Customer Recovery & Escalations: Oversee complex customer fraud escalations and account-recovery processes, balancing security, customer experience, privacy and business requirements.
Internal & External Partnerships: Lead strategic partnerships across United stakeholders and relevant external industry/law-enforcement communities.
Detection & Intelligence Feedback: Ensure operational findings, false negatives, attack patterns and post-incident lessons are converted into strategy improvements.
Complex Incident & Campaign Response: Lead response to significant account takeover, identity, loyalty, payment, contact-center and coordinated fraud campaigns, including cross-functional escalation and containment.
Qualifications
What's needed to succeed (Minimum Qualifications):
Bachelor's degree required, with preference for Cybersecurity, Information Systems, Computer Science, Criminal Justice, Finance, Business, Risk Management or related field
5+ years of experience in fraud, cybersecurity, identity, threat intelligence, digital risk, financial crime or related disciplines.
People leadership experience and experience in a global, regulated, high-volume consumer industry such as airline, financial services, retail/e-commerce or travel.
Strong knowledge of digital fraud, identity/account security, case management, operational controls, root-cause analysis and performance measurement.
Experience with SIEM, fraud decisioning, case management, identity/device intelligence, response automation or law-enforcement coordination.
Ability to apply artificial intelligence and automation tools responsibly to improve operational productivity, including workflow optimization, investigation triage support, decision quality and performance reporting.
Demonstrates leadership of complex investigations, escalations or incident-response activities and experience leading people or operational teams.
Must be legally authorized to work in the United States for any employer without sponsorship
Successful completion of interview required to meet job qualification
Reliable, punctual attendance is an essential function of the position
What will help you propel from the pack (Preferred Qualifications):
CFE, CAMS, GIAC or comparable security/fraud/risk credential.
Post Expires: 12/9/2026
About United Air Lines, Inc
United Airlines is a major American airline that operates a large domestic and international route network. The company is headquartered in Chicago, Illinois and is a founding member of the Star Alliance, the world's largest airline alliance. United Airlines operates a fleet of over 800 aircraft and serves more than 350 destinations in over 50 countries.
