Lithic
Risk Operations Lead New York, New York, United States; San Francisco
Lithic, New York, New York, United States, 10001
Risk Operations Lead
Lithic creates card issuing and payment infrastructure for technology companies that just works. We help some of the worlds fastest-growing digital banks, fintech companies, and software companies process billions in transactions annually. 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 KPIs, disseminating performance feedback throughout the organization, and ensuring Lithics compliance with relevant regulations and payment network rules. This is an exciting opportunity to help Lithic mature and scale its risk, fraud, and dispute programs to support hundreds of payments companies. What Youll Do: Own execution and continuous improvement of Lithics 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 Lithics SOP library. Build, administer, and scale the Risk Operations teams 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 teams OKRs and other goals, and manage the teams 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 teams 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 Lithics 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 #LI-MS1 Benefits
Health, vision, and dental insurance Unlimited PTO 401(k) match Life Insurance and AD&D policy 3% cashback on all Privacy purchases 12-weeks fully paid parental leave Work From Anywhere: work from anywhere in the world 4-weeks each year We believe in-person collaboration boosts creativity, communication, and agility, which are key to our growth. Employees in the NYC area are asked to work from our SoHo office three days a week - Tuesdays and Thursdays are core in-office days - the third is flexible. In-office employees receive: $50/month towards your commute Free lunch every Tuesday and Thursday
Lithic creates card issuing and payment infrastructure for technology companies that just works. We help some of the worlds fastest-growing digital banks, fintech companies, and software companies process billions in transactions annually. 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 KPIs, disseminating performance feedback throughout the organization, and ensuring Lithics compliance with relevant regulations and payment network rules. This is an exciting opportunity to help Lithic mature and scale its risk, fraud, and dispute programs to support hundreds of payments companies. What Youll Do: Own execution and continuous improvement of Lithics 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 Lithics SOP library. Build, administer, and scale the Risk Operations teams 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 teams OKRs and other goals, and manage the teams 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 teams 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 Lithics 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 #LI-MS1 Benefits
Health, vision, and dental insurance Unlimited PTO 401(k) match Life Insurance and AD&D policy 3% cashback on all Privacy purchases 12-weeks fully paid parental leave Work From Anywhere: work from anywhere in the world 4-weeks each year We believe in-person collaboration boosts creativity, communication, and agility, which are key to our growth. Employees in the NYC area are asked to work from our SoHo office three days a week - Tuesdays and Thursdays are core in-office days - the third is flexible. In-office employees receive: $50/month towards your commute Free lunch every Tuesday and Thursday