Head of Risk Operations

Leadership & Function Ownership:

• End-to-end accountability for all non-customer-facing operations across fraud, disputes, and processing.
• Set goals, SLAs, and quality standards; run the cadence that keeps the team aligned.
• Serve as the executive voice translating operational reality into clear tradeoffs.

People Management:

• Lead and develop a team of Team Leads, investigators, and analysts in a player-coach role.
• Own structure, staffing model, and capacity planning, making build-vs-buy-vs-automate calls.
• Hire, coach, and retain talent, building career paths and performance expectations.

Automation & Scale:

• Define and drive the automation roadmap to reduce manual-review volume and dispute cycle time.
• Partner with data and AI teams to deploy tooling that triages cases and flags anomalies.
• Own the fraud and dispute tech stack and vendor strategy, including utilization and contracts.

Regulatory & Risk Management:

• Own the control environment for fraud and disputes, ensuring QA and documentation are exam-ready.
• Work with Compliance, Legal, Product, and Engineering to operationalize regulatory changes.
• Build and tune systems that embed Tilt's risk appetite into daily operations.