Payment Operations and Fraud Manager

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 investigation 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 the 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 management of 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 drive better conversion. Performance Optimization & Revenue Retention • Assist the Payments Team in monitoring and improving key payment performance metrics (authorization rates, authentication success, declines, errors, chargebacks). • Work with the Payments Data Analyst to design and refine payment dashboards to clearly show progress in these key 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 customer payment experience globally. • Collaborate with PSPs and acquirers to optimize routing, configurations, and performance. • Ensure focus on revenue protection, 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 and educate wider payments team members. Continuous Improvement & Governance • Working with the wider team, drive standardization of 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 any 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. • Aim to achieve economies of scale across the group and drive efficiencies to reduce costs and improve 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 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 (authorization, authentication, settlement, chargebacks, 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 working 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 both junior and senior stakeholders. • Logical and structured approach, adept at bridging finance and technology concepts (FinTech). • Solid project management experience. • Passionate and results-driven. • Proactive and analytical mindset, with a focus 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. • Adept at fostering cross-functional collaboration across distributed teams to ensure smooth delivery of dependent workstreams. Your Impact • By ensuring stable, efficient, and scalable global payment operations. • By reducing payment failures, fraud losses, and revenue leakage. • By improving customer payment success rates and experience. • By driving faster resolution of issues and stronger operational governance. • By enabling a proactive, data-informed payment operations function globally. • By working as a key contributor to the wider payment strategy globally.