Risk Operations Lead

Lithic is hiring a seasoned Risk Operations Lead to own planning, execution, and continuous improvement of our Risk, Fraud, and Dispute Operations as we scale and support a broader scope of financial services clients. This is a highly cross-functional client-facing role responsible for harvesting insights from operational efficiency, accuracy, and customer experience KPI’s, disseminating performance feedback throughout the organization, and ensuring Lithic’s compliance with relevant regulations and payment network rules. This is an exciting opportunity to help Lithic mature and scale it’s risk, fraud, and dispute programs to support hundreds of payments companies.

What You'll Do: 

• Own execution and continuous improvement of Lithic’s fraud, dispute, and chargeback operations, including development of standard operating procedures and client guides as necessary to support new Lithic products and payment network rule changes. Maintain organization and change management for Lithic’s SOP library.
• Build, administer, and scale the Risk Operations team’s training, quality assurance, and content management programs to drive operational excellence as we scale.
• Collaborate with leadership and key stakeholders to establish your Risk Operations’ KPIs, and continuously manage the program and team members to targets. Deliver feedback (praise and constructive) and publish performance trends to Lithic leadership.
• Own and assess the team’s OKRs and other goals, and manage the team’s capacity between OKR, keep the lights on, and incident response obligations.
• Build relationships with our customer-facing teams (and our customers themselves) to best inform our approach to delivering efficient, effective, and compliant risk operations support.
• Define the team’s internal tooling requirements, and work cross-functionally to acquire buy-in and support for enhancements that result in material improvements to client experience, productivity, accuracy, and recovery metrics. Write Business Requirements Documents (BRDs) and Product Requirements Documents (PRDs) as needed.
• Serve as Lithic’s fraud and dispute operations Subject Matter Expert, and deliver feedback and guidance to clients on chargeback optimization best practices.
• Support risk assessments, compliance testing, audits, and ad-hoc projects as assigned.

What You Bring: 

• 5+ years of financial services operations experience, preferably in issuer risk, fraud, and dispute operations management
• 2+ years in a management role that included sourcing and hiring talent, scaling operations, and providing ongoing coaching and feedback to team members
• The ability to foster a cohesive and creative culture across remote teams and multiple time zones. You must lead your team with integrity and nurture an inclusive, supportive, collaborative, and energetic environment for your team
• Expert knowledge and understanding of Federal Regulations E and Z, NACHA operating guidelines, and Mastercard and Visa operating rules
• A passion for identifying problems and finding the ideal solution. Automation and optimization are two of your greatest strengths, and you possess strong prioritizing and project management skills
• Advanced Google Suite skills and Microsoft Office suite skills and dashboarding experience using tools such as Looker, Metabase, Hex, or Tableau

Salary: $110,000 - $150,000

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