Director, Fraud Operations

What we’re building and why we’re building it.

Every month, millions of people use America’s Rewards App, earning rewards for buying brands they love, and a whole lot more. Whether shopping in the grocery aisle, grabbing a bite at the drive-through or playing a favorite mobile game, Fetch empowers consumers to live rewarded throughout their day. To date, we’ve delivered more than $1 billion in rewards and earned more than 5 million five-star reviews from happy users.

It’s not just our users who believe in Fetch: with investments from SoftBank, Univision, and Hamilton Lane, and partnerships ranging from challenger brands to Fortune 500 companies, Fetch is reshaping how brands and consumers connect in the marketplace. When you work at Fetch, you play a vital role in a platform that drives brand loyalty and creates lifelong consumers with the power of Fetch points. User and partner success are at the heart of everything we do, and we extend that same commitment to our employees.

At Fetch, we value curiosity, adaptability, and the confidence to explore new tools, especially AI, to drive smarter, faster work. You don’t need to be an expert, but you should be ready to learn quickly and think critically. We welcome learners who move fast, challenge the status quo, and shape what’s next, with us. Ranked as one of America’s Best Startup Employers by Forbes for two years in a row, Fetch fosters a people-first culture rooted in trust, accountability, and innovation. We encourage our employees to challenge ideas, think bigger, and always bring the fun to Fetch.

Fetch is an equal employment opportunity employer.

About the Role:

At Fetch, we’ve built a massive user base by making everyday transactions rewarding. With scale comes complexity—and opportunity. We’re seeking a Director of Fraud Operations to be a strategic and operational partner in overhauling how we detect, prevent, and respond to fraud. This isn’t just about reacting to incidents—it’s about proactively designing systems, culture, and strategies that protect our business and delight our users.

This is a full-time role that can be held from one of our US offices or remotely in the United States.

Role Responsibilities:

• Co-lead a full-scope transformation of our fraud function alongside the VP of Support and Fraud Operations

• Serve as a senior advisor to the Fetch executive team on fraud risks

• Set goals for fraud loss reduction, system improvements, and operational excellence

• Build a multi-year roadmap and implement systems that focus on automated prevention, detection, and mitigation while balancing the interests of our partners, users, and the business

• Continually evaluate and improve existing processes

• Anticipate and communicate emerging fraud risks, driving cross-functional mitigation strategies

• Design org structures, workflows, and KPIs that maximize performance, accountability, and quality

• Cross-functional collaboration with Product, Engineering, Sales, GTM, Legal, Finance, and Support to align Fraud operations with broader company initiatives and integrate fraud into upstream processes

• Emphasize the use of data to drive actionable insights and systems-level improvements that can be measured and assessed analytically

• Lead the adoption of AI and automation including generative AI for fraud classification, detection, and review processes, drastically reducing manual workload and increasing precision

• Lead a team of fraud investigators, operations coordinators, automation specialists, and quality analysts by fostering a culture of curiosity, ownership, and urgency

Minimum Requirements:

• You’ve owned end-to-end complex fraud operations at scale and understand the tradeoffs between speed, cost, and risk

• You set vision, drive strategy, and move teams decisively

• You have hands-on experience with AI-driven tools and methodologies in risk or fraud domains and are excited to apply AI to operational challenges

• You can navigate from pattern detection to systems thinking, connecting tactical fixes to long-term design

• You’ve led organizational change, thrive in ambiguity, and possess strong cross-functional leadership and executive communication skills

• You understand fraud not just as a risk to mitigate, but as a strategic lever to protect brand and margin

• You have 7+ years of experience in fraud operations, trust & safety, or risk management

• You are highly proficient with data, using tools such as SQL, Snowflake, Grafana, or Hex

Compensation:

At Fetch, we offer competitive compensation packages including base, equity, and benefits to the exceptional folks we hire. The base salary range for this position is [176,000 - 207,000]. Discover our benefits and how our employees live rewarded at https://fetch.com/careers.

At Fetch, we'll give you the tools to feel healthy, happy and secure through:

• Equity: We offer employees equity in Fetch, so that everyone can benefit from Fetch’s growth.

• 401k Match: Dollar-for-dollar match up to 4%.

• Benefits for humans and pets: We offer comprehensive medical, dental and vision plans for everyone including your pets.

• Continuing Education: Fetch provides ten thousand per year in education reimbursement.

• Employee Resource Groups: Take part in employee-led groups that are centered around fostering a diverse and inclusive workplace through events, dialogue and advocacy. The ERGs participate in our Inclusion Council with members of executive leadership.

• Paid Time Off: On top of our flexible PTO, Fetch observes 9 paid holidays, including Juneteenth and Indigenous People’s Day, as well as our year-end week-long break.

• Robust Leave Policies: 20 weeks of paid parental leave for primary caregivers, 14 weeks for secondary caregivers, and a flexible return to work schedule.

• Calvin Care Cash: Employees who are welcoming new family members will also receive a one time $2,000 incentive to assist employees with covering the cost of childcare, clothing, diapers and much more!

• Flexible Work Environment: Collaborate with your team in one of our stunning offices in Madison, Birmingham, or Chicago. Or you can work fully remotely from anywhere in the US. We’ll ensure you are equally equipped with the hardware and software you need to get your job done in the comfort of your home.

Fetch is an equal opportunity employer that embraces diversity, inclusion, and respect for all individuals. We do not discriminate on the basis of race, color, religion, gender, gender identity or expression, sexual orientation, age, national origin, marital status, veteran status, disability, or any other characteristic protected by applicable law. Our commitment to inclusivity ensures that everyone is treated with dignity and has the opportunity to succeed based on their talent, skills, and potential.

Fetch also provides reasonable accommodations to qualified individuals with disabilities or those with sincerely held religious beliefs, as required by law. If you need assistance with the application process or require an accommodation, please contact us at [email protected].

Learn more: Fetch Recruitment Scam Warning.