DescriptionJob Overview and ResponsibilitiesThe 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.
QualificationsWhat'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
