Payment Operations and Fraud Manager

Location: Fort Worth, Texas, United States

Job Type: Contractual

About the Role

Reporting to the Head of Digital Payments, you will be a detail-oriented manager collaborating with our Data Analyst, Engineering, Customer Experience teams, global partners, Global Shared Business Services, and acquiring banks to deliver compliant, best-in-class payment solutions. You will lead global fraud prevention efforts, manage key acquiring relationships, and support incident investigations, root cause analysis, and reporting to stakeholders and regulators. As part of a small, specialist global payments team, you will primarily focus on strengthening payment operations and fraud prevention in the Americas.

Key Responsibilities

Payment Operations & Issue Management

• Act as the primary contact for payment-related queries, coordinating investigations and resolution across internal teams, PSPs, and acquirers globally, with a primary focus on the Americas.
• Manage and prioritize payment queries from regional teams, ensuring timely resolution and clear communication.
• Manage payment contracts and support cost negotiations where necessary.
• Lead incident and fraud investigations, including root cause analysis, reporting, and preventative actions. Collaborate with the Data Analyst to provide clear statistics on fraud volumes and impact to the wider business.
• Identify recurring operational issues and drive long-term fixes and process improvements, such as the addition of 3DS in the Americas.
• Collaborate with Digital Product Owners for the Checkout Experience team to drive revenue-retention optimizations.

Fraud Management & Revenue Protection

• Lead global fraud operations, working closely with fraud analysts, providers, and regional teams. Prioritize global non-authenticated fraud prevention.
• Own card fraud investigations and manage card fraud-related issues globally.
• Focus on revenue retention across all markets.
• Ensure effective monitoring, escalation, and response during high-risk fraud events.
• Drive initiatives to reduce fraud losses while maximizing genuine customer acceptance rates.
• Oversee chargeback operations globally, including disputes, trends, and performance management across regions, with a primary focus on the Americas.
• Balance fraud prevention with customer experience and revenue retention, ensuring minimal false declines.
• Refine and optimize fraud tools to improve conversion.

Performance Optimization & Revenue Retention

• Assist the Payments Team in monitoring and improving key payment performance metrics, including authorization rates, authentication success, declines, errors, and chargebacks.
• Work with the Payments Data Analyst to design and refine payment dashboards that clearly show progress in these areas.
• Partner with data and product teams to identify optimization opportunities that improve conversion and reduce revenue leakage.
• Drive initiatives to improve checkout success rates and the global customer payment experience.
• Collaborate with PSPs and acquirers to optimize routing, configurations, and performance.
• Focus on revenue protection by reducing failed payments and recovering lost transactions.

Stakeholder Management & Global Coordination

• Build strong relationships with regional teams across the Americas, EMEA, and APAC, acting as a key operational contact for payment queries.
• Lead regular operational reviews with internal stakeholders and external partners.
• Provide clear communication and updates on incidents, risks, and performance.
• Collaborate cross-functionally with Engineering, Product, Customer Experience, Finance, and Fraud teams.
• Influence stakeholders through data-led insights and operational expertise.
• Share knowledge with and educate wider payments team members.

Continuous Improvement & Governance

• Work with the wider team to standardize processes and operational best practices across all regions.
• Help develop and maintain Standard Operating Procedures (SOPs) for payment operations and incident management.
• Ensure operations align with PCI compliance, regulatory requirements, and internal controls, including future regulations.
• Support global rollout initiatives, ensuring operational readiness and post-implementation stability.
• Transition the function from reactive issue handling to proactive performance management and fraud prevention.
• Drive economies of scale across the group and improve efficiency to reduce costs and enhance the customer experience.

Third-Party & Vendor Management

• Work with the Head of Digital Payments to manage relationships with PSPs, acquirers, and fraud providers, ensuring strong operational performance.
• Coordinate third-party support during incidents and escalations.
• Monitor vendor performance against KPIs and SLAs.
• Support commercial discussions to improve cost efficiency and performance outcomes.

Qualifications

Essential Experience

• 3+ years of experience in payments, fraud, or financial operations (e.g., PSPs, schemes, or retail payment functions).
• Proven fraud management experience in the Americas.
• Hands-on experience managing payment issues, incidents, and operational processes.
• Strong understanding of the card payments lifecycle, including authorization, authentication, settlement, chargebacks, and fraud.
• Experience working with global, cross-regional teams.
• Strong stakeholder management and cross-functional collaboration experience.

Desirable Experience

• Experience working with PSPs, acquirers, or fraud tools (e.g., Cybersource, Worldpay, SAP).
• Experience in e-commerce or multi-channel payment environments.
• Experience with Adobe Commerce is advantageous.
• Experience in payment optimization and performance improvements.
• Understanding of PCI DSS and regulatory requirements.

Skills & Attributes

• Excellent communication skills, with the ability to present effectively to junior and senior stakeholders.
• A logical, structured approach and the ability to bridge finance and technology concepts (FinTech).
• Solid project management experience.
• A passionate, results-driven approach.
• A proactive, analytical mindset focused on continuous improvement.
• Strong attention to detail and commitment to quality.
• Proficiency in documentation and process development.
• Ability to thrive in a small, dynamic, and ever-changing team environment.
• Ability to foster cross-functional collaboration across distributed teams to ensure smooth delivery of dependent workstreams.

Your Impact

• Ensure stable, efficient, and scalable global payment operations.
• Reduce payment failures, fraud losses, and revenue leakage.
• Improve customer payment success rates and experience.
• Drive faster issue resolution and stronger operational governance.
• Enable a proactive, data-informed global payment operations function.
• Contribute to the wider global payment strategy.