Fraud & Identity Operations Manager

Summary

Join Instacart as a Fraud and Identity Program Manager and leverage your expertise in technical program management, data analytics, and BPO management to drive operational excellence and platform integrity. You will manage cross-functional programs, oversee vendor performance, and use data-driven insights to implement innovative solutions. This hybrid role is crucial for mitigating fraud, strengthening operational processes, and delivering exceptional experiences. The Fraud & Identity Ops team is dedicated to profitable growth, cost savings, and advancing company objectives. You will report to the Sr. Manager of Fraud & Identity Operations and collaborate with various cross-functional teams. Instacart offers a flexible work environment, allowing employees to choose their work location.

Requirements

• Proven experience in compliance, fraud prevention, vendor management, and technical program management within fast-paced environments
• Strong understanding of fraud detection systems, abuse mitigation strategies, and operational risk management
• Technical expertise in building and managing data pipelines, dashboards, reporting frameworks, and automation tools
• Experience managing large-scale cross-functional projects with a focus on integrating technical solutions into operations
• Deep knowledge of off-shore operations, resource planning, and operational metrics management
• Exceptional analytical and problem-solving skills, with the ability to translate insights into actionable strategies
• Strong communication skills to collaborate effectively with teams and present results to senior leaders
• 6-8+ years of Fraud experience in related e-commerce / marketplace/ on-demand field
• Deep understanding of the entire chargeback workflow (sources, disputes, payment systems, bank processes, etc), as well as working knowledge of common fraud-prevention platforms and systems
• Outstanding leadership skills, cultural awareness, and expertise in driving performance metrics, operational efficiency, and cross-functional collaboration are essential to successfully lead and manage an offshore team
• Proven experience effectively leading multiple metrics, projects, and initiatives in a constantly evolving environment
• Anchors on data --- very strong data background; highly proficient pulling/synthesizing data and identifying trends, causation, correlation, etc. Intermediate level SQL required
• Very strong verbal and written communication skills, including the ability to synthesize complex topics and create compelling narratives for various audiences
• Excellent team building skills and desire to help others learn and grow
• Direct experience leading multi-tiered teams and desire to help others learn and grow
• High level of accountability and ownership – driven and focused self-starter
• Strategic approach – the ability to think ahead of where the company is at now
• Strong cross-functional partner —collaborate with various business leaders, SME, and decision makers to develop data-driven policies, products, and models to improve performance across all facets of Risk
• Experience in e-commerce, CNP payments, finance, SaaS, digital goods or marketplace industry
• Assess and measure the impact of product changes and vendor performance
• Work cross functionally with Product, Engineering, Operations to inspire changes

Responsibilities

• Build, scale, and lead the Compliance BPO Operations and Vendor Management team as part of a shared services support function
• Partner with cross-functional teams to design and implement optimized workflows, fraud detection systems, and sourcing strategies
• Develop and execute strategies for fraud management, abuse prevention, identity protection, and platform reconciliation
• Build and maintain vendor relationships to ensure operational and contractual excellence in shared services performance
• Ensure seamless vendor operations by driving performance metrics such as quality, productivity, staffing, training, attrition, and efficiency
• Create and maintain workforce planning models to ensure optimal staffing levels and resources to meet business demands
• Monitor and own critical fraud metrics, such as chargebacks, promo abuse, account takeovers, unverified charges, and more
• Identify root causes of operational inefficiencies and develop scalable solutions to address them
• Analyze large-scale data to uncover fraud vectors and operational events impacting fulfillment quality
• Implement and enhance automation and digitization initiatives to streamline fraud detection and reporting processes
• Regularly communicate actionable insights and outcomes to stakeholders, including senior leadership, to guide decisions
• Build mechanisms to link data and trends across devices, behaviors, and accounts to detect and mitigate fraud
• Drive the development and execution of advanced fraud detection mechanisms and system integrations
• Provide technical expertise to define system requirements, workflows, and tools that support fraud, abuse, and identity monitoring
• Work closely with Engineering, Product Management, and Data Science teams to implement scalable, automated solutions for fraud prevention and operational reporting
• Manage complex cross-functional projects with competing priorities, ensuring on-time and high-quality delivery
• Develop dashboards, reporting frameworks, and operational tools to provide teams with actionable insights and data-driven decision-making capabilities
• Collaborate regularly with Operations Managers, Program Managers, Analysts, and SMEs to develop policies and processes that improve platform and fulfillment performance
• Drive cross-functional alignment on goals and strategies to meet quality and service outcomes
• Participate in strategic decision-making to maintain platform integrity and ensure fraud detection systems remain cutting-edge

Preferred Qualifications

• Experience in Fraud, Identity or Risk field
• Experience in advanced reporting tools such as Mode, DataDog, Verint
• Advanced degree in statistics or other quantitative fields
• Experience working with payment processing, authentication, verification, anti-fraud systems , BPO and rules & tools and Fraud & Identity vendors
• Proven ability to manage large teams and multiple projects simultaneously to achieve goals

Benefits

• Instacart provides highly market-competitive compensation and benefits in each location where our employees work
• This role is remote and the base pay range for a successful candidate is dependent on their permanent work location
• Currently, we are only hiring in the following provinces: Ontario, Alberta, British Columbia, and Nova Scotia
• Offers may vary based on many factors, such as candidate experience and skills required for the role
• Additionally, this role is eligible for a new hire equity grant as well as annual refresh grants
• For Canadian based candidates, the base pay ranges for a successful candidate are listed below
• $113,000 — $125,000 CAD