Head of Risk Operations

Summary

Join Found, a company building tools for the self-employed, as their Risk Operations Lead. In this role, you will manage a team handling customer disputes, review accounts for fraud, collaborate with product and compliance teams, establish account opening parameters, and monitor risk KPIs. You'll need 5+ years of risk operations experience, 3+ years managing teams, excellent communication skills, and the ability to problem-solve in a fast-paced environment. Experience in financial services is a plus. Found offers a competitive salary ($93,000-$187,000), comprehensive benefits including health insurance, paid parental leave, flexible vacation, and remote work options. The company values diversity and inclusion and offers meaningful equity.

Requirements

• 5+ years experience in risk operations or compliance-related roles, with recent hands-on experience in the day-to-day function of risk operations
• 3+ years of experience managing risk operation teams end to end
• The ability to spot trends and react quickly to them by establishing new processes or pulling in relevant team members
• Excellent written and verbal communication skills, both with customers, fellow employees, and external partners
• The ability to problem-solve and prioritize tasks in time-sensitive or high-pressure situations
• Experience or interest in financial services, accounting, taxes, and/or self-employment
• A self-starter approach to learning
• Experience problem-solving in a fast-paced growth environment

Responsibilities

• Manage team of Risk Operations agents responsible for handling customer disputes and reviewing accounts flagged for review for potential fraud or other suspicious behavior
• Communicate with customers who have filed dispute reports, review and evaluate documentation received from customers, and make decisions on dispute validity on escalated dispute claims
• Flag accounts with prohibited activity, review and make decisions on flagged accounts, and develop parameters for account reviews
• Collaborate with our Product team to establish product and internal tooling improvements as needed, and collaborate with our Compliance team to flag account activity that needs to be reported to FinCEN
• Establish parameters for opening new accounts based on fraud score and history. Communicate with users who are unverified due to a KYC issue, and conduct Enhanced Due Diligence (EDD) reviews including ID verification submissions and additional documentation provided by customers
• Monitor risk losses and other KPIs from transaction disputes and canceled deposits, monitor fraud flagging and review metrics for accuracy, and identify opportunities to improve flagging and review criteria

Preferred Qualifications

• Experience with Zendesk, SQL, and Asana (or other project management tools)
• Previous startup experience or demonstrated technical initiative on previous projects
• The ability to effectively communicate with technical and non-technical partners

Benefits

• 401K, FSA, and Commuter Benefits: We offer all employees access to tax-efficient benefit options alongside competitive base compensation
• Paid parental leave: Found supports employees through all stages of life, which is why new parents employed by Found qualify for 16 weeks of flexible parental leave
• Health benefits: Comprehensive medical, dental, and vision benefits and are always 100% covered for employees, 75% covered for dependents
• Work anywhere: We have Found offices in SF, Seattle, and NYC. For team members who work outside those cities, Found also supports fully remote working
• Meaningful equity: Everyone on our team should feel and act like an owner, which is why Found offers industry-competitive equity to all of our employees
• Flexible vacation policy: Vacations, appointments, mental health days- take the time you need, whenever you need to with our flexible time-off policy