Risk Operations Manager

• Manage chargeback representment processes and ensure related metrics are met on the team, such as win rate and representment rate
• Build payments fraud rulesets using the tools and platforms available at Flexcar
• Surface and implement ideas for process improvement in the chargeback space
• Become an expert in Flexcar’s manual review tools and processes for reviewing applications for approval and detecting potential fraud, and act as the point person for a team of reviewers
• Triage customer issues related to risk technology or processes to either resolve the issue directly or point the issue to the correct team
• Work closely with the Product and Risk teams to define, monitor, and improve key performance indicators for the team performing tasks related to manual reviews, chargebacks, delinquency, suspected accidents, and other related tasks
• Partner with Product to run tests and pilot solutions in the risk management space, and provide feedback ahead of full roll-outs

1. Risk Management

• Experience managing chargebacks, payments fraud, application reviews, and delinquency outreach.
• Ability to identify, assess, and respond to risk-related customer service issues.

2. Process Optimization

• Proven ability to identify and implement process improvements.
• Track record of building or improving risk and fraud workflows.
• Experience setting and managing to key performance indicators (KPIs).

3. Analytical & Technical Proficiency

• Strong analytical skills to evaluate chargeback metrics, fraud data, and risk patterns.
• Comfortable using fraud detection tools, manual review platforms, and chargeback management systems.
• Ability to define fraud rulesets and use data to inform decisions.

4. Project & Operations Management

• Experience triaging and prioritizing tasks or requests based on urgency and business impact.
• Ability to document and manage process changes clearly and consistently.
• Demonstrated success in running or supporting cross-functional initiatives (e.g., with Product or Risk teams).

5. Leadership & Communication

• People management or team leadership experience.
• Ability to communicate clearly across teams (Customer Care, Risk, Product).
• Capable of being the point of contact and knowledge expert for risk operations processes.

6. Customer-Centric Problem Solving

• Strong judgment in resolving customer issues related to fraud, risk, or account concerns.
• A mindset geared toward continuous improvement

• Bachelor’s degree in Business, Operations, Risk Management, or a related field (or equivalent experience).
• 5+ years of experience in operations, risk management, customer care, or fraud prevention roles.
• Prior experience with chargeback representment, manual application review, or fraud ruleset creation is highly desirable.
• Familiarity with tools and technologies commonly used in risk management and customer service operations (e.g., Sift, Stripe, Kount, etc.) is a plus.
• Strong command of Excel, SQL, or data visualization tools may be beneficial for KPI tracking and reporting.
• Managed a team of Customer Support or Operations team members with specialized responsibilities related to payments, fraud, or general manual application review.
• Experience with setting targets for performance metrics and motivating a team to deliver against those targets.
• Demonstrated ability to work collaboratively across other teams in an organization, such as Product, Risk, and Customer Care.

• Rest & Relaxation: Flexible PTO policy.
• Future Savings: Benefit from a 401(k) plan with company match from day one.
• Family Expansion: Take advantage of up to twelve weeks of paid family leave.

• Employee Benefits: Medical, Dental, Vision eligibility day one. Enjoy discounted rates on Flexcar products.

Flexcar is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. Flexcar provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.