Fraud Operations Team Lead

Company Mission:

Our mission is to reduce the cost of capital across the world.

About the Company:

We have invented a new credit card powered by an advanced asset-securing platform that enables us to offer much lower APRs to consumers. Our team is a combination of deep technology (Microsoft, Google, Facebook), and finance (Nubank, Goldman Sachs, Square, Carta, SoFi) executives. Our Seed round was led by Max Levchin, and our Series A by Founders Fund - with participation in both rounds by Sequoia, NYCA, and others.

Our work involves building the world’s first completely autonomous asset-securing process, world-class risk models for underwriting, and an incredibly smooth & efficient product experience for consumers to apply, activate, and manage their credit cards.

We’re looking for detail-oriented, driven, and empathetic customer experience managers who want to work with intelligent, motivated, intense, and interesting people to provide people who are applying and people who have received the Aven card with an extraordinary experience.

Cultural Values:

1. Depth and rigor of thought - we try to be rigorous in our thinking & dive into the details.

2. Minimalist - we are spartan in our design, in our code, and even in our processes.

3. Speed of execution - we move fast & value decisiveness. We think speed drives quality.

4. Agency - everyone owns their work and executes with speed, precision, and impact.

About The Role:

This is a high-visibility, high-impact role reporting to the Manager of Fraud Operations. As a Risk/Fraud Operations Team Lead, you will operate in a player-coach capacity, directly leading a team of Operations Associates while maintaining hands-on involvement in complex casework, system monitoring, product enhancements, and . You will be accountable for driving operational excellence, developing talent, and delivering strategic initiatives that shape the future of our Risk Operations function.

Responsibilities

• Lead, coach, mentor, and upskill a team of fraud analysts

• Manage day to day team operations including scheduling, PTO approval, and delivering corrective action

• Ensure work is assigned fairly, equitably, and within agent capacity.

• Monitor system and agent performance metrics, driving quality improvement initiatives

• QA analyst work to ensure compliance with local, state, and federal law as well as internal Aven policy and procedure

• Act as first line of escalation for complex cases and nebulous scenarios

• Own and maintain procedural update to improve fraud detection, while maintaining an acceptable level of friction

• Document and propose systemic changes improving quality, latency, and efficiency of the fraud operations team

• Test pilot new concepts, methodologies, and work queues providing data-centric, critical feedback to operations leaders, and engineering partners

• Monitor key performance metrics and dashboards escalating bugs and taking corrective action when necessary

• Maintain detailed performance review notes and coaching logs of analysts

• Develop new and enhance existing dashboards using a variety of data and business intelligence tools

• Support internal compliance team to ensure commitments to Sponsor Bank(s) are met timely and accurately

• Other duties as assigned

Qualifications

• Must have at least 4 years of experience in a lead / supervisory role, preferably with a top 25 depository US Financial Institution

• Must have strong working knowledge of MS Excel / Google Sheets formulas and functions

• Basic SQL knowledge strongly preferred

• Must have familiarity with and understanding of automation concepts including but not limited to workflow management and Artificial Intelligence technologies

• Comfortable working in a fast paced environment with autonomy to execute without explicit direction, and within scope of authority

• Demonstrated ability to distill complex problems, scenarios, and solutions into easily understood language backed by data

• Possess strong communication, collaboration, and problem solving skills including root cause analysis

• Basic or better understanding of Agentic AI concepts, limitations, risks, and risk mitigation practices

• Ability to prioritize initiatives accurately and rationalize decision to leadership

• Possess a thirst for knowledge and personal growth benefiting both self and team

• Superior organizational and time management skill with the discipline to follow through on commitments

• Professional demeanor to challenge the status quo and drive change through innovation

• In-depth knowledge of US Banking regulations as it pertains to fraud

• Experience using customer communication tools (Zendesk), task management tools, Google Drive, and Email.

• Bachelor's Degree or comparable work experience in financial services

• Flexibility to work US Pacific time 9 AM to 5 PM (with a 1-hour break time in between)