欺诈运营经理
Fraud Operations Manager
### **关于Polymarket**
Polymarket是全球最大的预测市场平台。我们让个人通过交易政治、经济、体育、文化及新闻事件的结果来表达对现实世界的看法。作为一个去中心化的点对点市场，没有中央“庄家”，Polymarket将多元的观点聚合为透明的基于市场的概率，反映人们对未来的集体预期。
我们正在快速增长——无论是交易量（2025年达到210亿美元）还是作为替代新闻来源的采用率。我们的目标是成为全球媒体中无处不在的真相灯塔，我们需要你的帮助为这股势头添柴加火。
### **关于该职位**
Polymarket US正在招聘一名欺诈运营经理，负责建立并运行我们的欺诈运营职能。这是一个需要亲力亲为的管理职位——不是协调型职位。你将负责工作流程、标准操作程序、案件管理规范和团队绩效，这些决定了我们识别、调查和关闭欺诈案件的速度和效果，同时管理欺诈分析师团队和我们的BPO合作伙伴。
这是一个从零开始的职责。你将编写操作手册，建立升级路径，设定质量标准，并创建团队日常运作的运营流程——与客户体验（CX）、客服中心、合规、产品、工程和数据团队紧密合作，确保欺诈运营不会成为瓶颈，并且调查结果能反馈到更好的检测和预防中。
### **你将负责**
- 建立并管理端到端的欺诈运营工作流程，包括案件路由、优先级排序、调查步骤、文档标准、升级路径和关闭标准，涵盖账户接管、身份盗窃、支付欺诈、第一方欺诈、诈骗和平台滥用等各类欺诈类型
- 管理、指导和发展欺诈分析师团队——包括工作量分配、案件质量审核、绩效管理和持续培训，以在交易量增长的同时保持高调查标准
- 建立并负责运营SLA、队列健康指标、案件老化目标、分析师生产率标准和QA/QC流程，确保案件处理一致、记录完整且可辩护
- 监督欺诈BPO和外包运营合作伙伴，包括入职培训、质量监控、绩效管理和高峰期的容量规划
- 识别调查过程中的瓶颈和重复性手动步骤，以及优化流程的机会
查看英文原文
### **About Polymarket**
Polymarket is the world's largest prediction market platform. We enable individuals to express views on real-world events by trading on outcomes across politics, economics, sports, culture, and current affairs. Built as a peer-to-peer marketplace with no centralized "house," Polymarket aggregates diverse opinions into transparent, market-based probabilities that reflect collective expectations about the future.
We're growing fast — both in terms of volume ($21B traded in 2025) and adoption as an alternative news source. Our ambition is to become a ubiquitous beacon of truth in global media and we need your help adding fuel to the fire.
### **About the Role**
Polymarket US is hiring a Fraud Operations Manager to build and run our Fraud Operations function. This is a hands-on management role — not a coordination role. You will own the workflows, SOPs, case management discipline, and team performance that determine how fast and how well we identify, investigate, and close fraud cases, while managing a team of Fraud Analysts and our BPO partners.
This is a build-from-scratch mandate. You will write the playbooks, establish the escalation paths, set the quality standards, and create the operational routines that the team runs on — working closely with CX, Control Desk, Compliance, Product, Engineering, and Data to ensure fraud operations doesn't become a bottleneck and that investigative findings feed back into better detection and prevention.
### **What You'll Do**
- Build and manage the end-to-end fraud operations workflow, including case routing, prioritization, investigation steps, documentation standards, escalation paths, and closure criteria across fraud typologies like account takeover, identity theft, payment fraud, first-party fraud, scams, and platform abuse
- Manage, coach, and develop a team of Fraud Analysts — covering workload allocation, case quality reviews, performance management, and ongoing training to keep investigative standards high as volume grows
- Establish and own operational SLAs, queue health metrics, case aging targets, analyst productivity standards, and QA/QC processes to ensure case dispositions are consistent, well-documented, and defensible
- Oversee fraud BPO and outsourced operations partners, including onboarding, training, quality monitoring, performance management, and capacity planning for surge periods
- Identify bottlenecks and repetitive manual steps in the investigation process, then work with Product and Engineering to fix them — including introducing AI and automation tools for case enrichment, triage, evidence gathering, documentation, and routing where appropriate
- Partner with Fraud Strategy, Data Science, and Compliance to translate operational findings and emerging fraud patterns into stronger detection controls and clearer escalation criteria
- Build and deliver regular reporting for Fraud leadership on volumes, backlog, SLAs, dispositions, losses, customer impact, and BPO performance, and support any regulatory, audit, or internal review requests
### **What We're Looking For**
- 7+ years of hands-on experience in fraud, financial crimes, payments, risk, or trust and safety, preferably within fintech, financial services, crypto, payments, or a high-growth technology environment
- 3+ years of direct people management experience, including managing fraud investigators or analysts
- Demonstrated experience building or significantly rebuilding fraud operations workflows, investigation processes, SOPs, and escalation frameworks from the ground up
- Deep working knowledge of fraud investigations and common fraud typologies, including account takeover, identity theft, payment fraud, first-party fraud, scams, and platform abuse
- Experience managing high-volume operational queues with clear metrics, SLAs, and QA/QC processes, while balancing speed, investigative quality, and customer experience
- Strong analytical mindset — able to use case data and operational metrics to spot patterns, diagnose bottlenecks, and make decisions about where to invest in process improvement
- Experience managing BPO or outsourced operations teams, including performance management, quality standards, and escalation design
- Ability to operate in a fast-moving environment where priorities shift, processes are still being built, and you are expected to create structure rather than inherit it
- (Plus) Experience deploying AI, machine learning, or automation tools within fraud or risk operations
- (Plus) Familiarity with KYC, AML, or sanctions programs and how they intersect with fraud operations
- (Plus) Experience in regulated financial services, brokerage, derivatives, or payments
- (Plus) Experience implementing or improving case management, fraud detection, or investigation tooling
### **Benefits**
- Competitive salary & equity
- Unlimited PTO
- Full Health, Vision, & Dental coverage
- 401k match
- Hardware setup: new MacBook Pro, big display, & accessories
### **Pay Transparency**
Base salary range: $150,000 to $180,000, plus equity and benefits.
This range reflects a good-faith estimate for this position. Experience levels vary widely within a title here, so please reach out even if your expectations fall outside it. We're always happy to chat.