GlossGenius is the AI-powered system behind the world's most meaningful appointments, helping 100,000+ service businesses earn more revenue and free up time for the work they love. Our agentic workforce gets more clients in the door, grows profit per appointment, and keeps clients coming back — doing the jobs owners never had time for and couldn't justify hiring to fill. Businesses on GlossGenius process billions in annual payment volume, and see 65% more revenue using GlossGenius Payments by growing ticket size, rebooking clients at checkout, and saving on processing fees. About the Role
As the Fraud Operations Manager, you'll own the end-to-end fraud function: building the detection systems, creating response workflows, improving fraud models, managing the tech stack, designing the fraud agent SOPs, and establishing cross-functional partnerships that keep our customers safe without creating friction that slows them down. You'll define the playbook and run it. You will report to the Senior Manager, Business Operations. You must be commutable to our NYC or SF office and will operate in a hybrid environment. We default to being in-office 3-4 days per week with required attendance on Tuesdays and Thursdays.
What You'll Do
Own GlossGenius's fraud program end-to-end - define strategy, detection rules, and response protocols - evolving them as volume and fraud patterns change
Build investigation workflows for chargebacks, disputes, suspicious transactions, and account takeovers that enable fast, accurate action
Drive down fraud losses by identifying emerging attack vectors and implementing controls before they scale, without degrading the user experience
Partner with Payments and Engineering to shape fraud tooling roadmaps, translating operational pain points into product requirements
Manage chargeback and dispute operations end-to-end, including evidence compilation, representment strategy, and win-rate optimization
Build reporting and alerting that gives leadership real-time visibility into fraud trends, financial exposure, and operational performance
Develop policies and SOPs that balance risk mitigation with customer experience
What We're Looking For
5+ years in fraud operations, payments risk, or trust & safety - ideally in fintech, payments, or a marketplace with real transaction volume
Hands on experience managing chargebacks, disputes, and fraud investigations at scale; you know card network rules and how to win representments
Strong analytical skills - you’re comfortable pulling and interpreting transaction data to spot patterns, set thresholds, and measure intervention impact
Demonstrated use of AI tools (e.g., Claude, ChatGPT, Cursor) to build automations or improve workflow efficiency
Experience building fraud programs from early stages or maturing existing ones
Familiarity with payment processors (Stripe, Adyen, or similar), chargeback management platforms, and fraud detection tools
Benefits & Perks
Flexible PTO
Competitive health & dental insurance options, with premiums partially covered by GG
Fertility and adoption benefits via Carrot and Kindbody
Generous, fully-paid parental leave policy
401k benefit — employees are eligible to contribute starting day 1 of employment
Professional Development — employees receive a yearly stipend for approved learning and educational-related expenses
Pre-tax commuter benefits
Dependent Care FSA
Home office support
Team Bonding opportunities — as a distributed team, being able to build meaningful bonds both virtually and in person is incredibly important to us! We are constantly evaluating how we accomplish this and currently, teams are given opportunities to gather in person throughout the year
*The base salary for this role is between $160,000-180,000 + equity + benefits. The compensation package offered is dependent upon many factors including skills, experience, location, and education. The range is subject to change and may be modified in the future. Personal Information: Notice at Collection for Employees and Applicants
Agency Submissions**If a resume or applicant is submitted to GlossGenius by a third party without a signed search agreement in place, it will become the property of GlossGenius and no fee will be paid, irrespective of whether the candidate is hired.
GlossGenius may use automated tools, including artificial intelligence and machine learning systems (AI Tools), to assist in evaluating applicants’ qualifications and fitness for the position. These AI Tools may be used alongside human review during one or more stages of the recruiting process, including application screening, skills assessments, and interviewing. No final hiring decision will be made solely by AI Tools without human oversight.
