Fraud Operations Manager

Fraud Operations Manager LocationBarcelonaEmployment TypeFull timeLocation TypeHybridDepartmentCustomer CareWe power people’s progress.At Preply, we’re all about creating life-changing learning experiences. We help people discover the magic of the perfect tutor, craft a personalised learning journey, and stay motivated to keep growing. Our approach is human-led, tech-enabled - and it’s creating real impact.We’ve just reached unicorn status with a $150M Series D, accelerating our vision to transform education through human-led, AI-enhanced learning. Today, 100,000+ tutors teach 90+ languages to learners in 180 countries - and we’re only getting started. As a category-defining company, we’re shaping what the future of learning looks like at global scale.Every Preply lesson sparks change, fuels ambition, and drives progress that matters. Joining Preply means helping define the future of education at global scale, and building something that truly matters for millions of people, every day.Meet the team!Fraud Operations is a key function within Preply's Customer Care organisation, responsible for protecting the financial integrity of our marketplace and ensuring a safe, trusted experience for learners and tutors globally. The team operates across fraud investigations, dispute resolution, and chargeback management — partnering closely with Product, Payments, and Finance to manage risk at scale.As Fraud Operations Manager, you will lead this team and serve as Preply's primary fraud operations authority — owning the function's strategy, operations, and people end-to-end.What you’ll be doingLead, manage, and develop a team of Fraud Specialists, setting clear expectations, coaching performance, and building a high-judgement, high-accountability team cultureOwn the Fraud Operations roadmap, defining priorities and aligning the function's objectives with broader business goalsDesign and formalise investigation standards, workflows, escalation protocols, and documentation frameworks across the teamDefine, track, and continuously improve Fraud Ops KPIs — including chargeback rate, dispute resolution SLAs, false positive rate, and financial exposure metricsEstablish a governance cadence: risk reviews, exposure reviews, and threshold calibration with Finance and senior leadershipServe as the eyes on the ground for Product and Data — systematically translating what Specialists observe day-to-day (fraud patterns, tooling gaps, detection blind spots) into structured, actionable requirements that directly shape the detection roadmapCross operational observations with data to identify gaps between what is happening on the ground and what detection models are actually capturing — bringing Product and Data leads trends they can act on, not just dashboard summariesPartner with Product, Payments, and Finance as the primary fraud authority, influencing priorities and ensuring fraud risk is embedded in key decisionsOwn workforce planning and capacity management to ensure operational resiliencePresent fraud performance, risk insights, and strategic recommendations to senior leadershipDrive continuous process improvement through root cause analysis, policy adherence, and tooling evolutionWhat you need to succeed6-8+ years of experience in fraud operations, payments risk, or financial crime — with demonstrated people management experienceProven track record leading fraud or risk operations in a marketplace, fintech, or e-commerce environmentDeep expertise in fraud investigation methodology, chargeback management, and fraud detection workflowsExperience owning operational KPIs and translating data into decisions and prioritiesStrong people leadership: you build teams, develop talent, and create cultures of rigour and ownershipAble to translate operational observations into clear requirements for Product and Data — comfortable working with PMs and data leads as peers, not just as stakeholders to manageStrong data fluency: you combine what you see in...