Payments Operations & Fraud Manager – Americas

Our client is seeking a Payment Operations & Fraud Manager to strengthen day-to-day payments performance, leads fraud prevention efforts, and manages operational incidents across the Americas while supporting global teams. This role partners closely with Data, Engineering, Product, Customer Experience, Finance, Fraud, and external PSPs/acquirers to ensure stable, compliant, and high-performing payment operations.

You will serve as a key operational contact for payment issues, fraud investigations, and performance optimization, helping reduce losses, improve authorization rates, and enhance customer payment success.

Onsite | No Visa Sponsorship | No Relocation Assistance

Work Schedule: Monday–Friday, 8AM–5PM

Contract Duration: 6 months | W2

Responsibilities:

Payments Operations & Incident Management

• Support contract management and cost-related discussions with payment partners.
• Coordinate investigations and resolutions with internal teams, PSPs, and acquirers.
• Act as the primary contact for payment-related operational issues across the Americas.
• Lead incident management, including root-cause analysis, corrective actions, and stakeholder reporting.
• Identify recurring issues and drive long-term fixes, process improvements, and operational enhancements.

Fraud Management & Revenue Protection

• Lead fraud operations for the Americas, with involvement in global fraud initiatives.
• Balance fraud prevention with customer experience, ensuring minimal false declines.
• Work with fraud tools and providers to refine configurations and improve conversion.
• Conduct card-fraud investigations, analyze trends, and manage fraud-related escalations.
• Oversee chargeback operations, including disputes, performance tracking, and reduction strategies.

Payment Performance & Optimization

• Work with PSPs and acquirers to optimize routing, configurations, and payment flows.
• Partner with data teams to refine dashboards and provide clear visibility into performance trends.
• Monitor key payment KPIs such as authorization rates, authentication success, declines, errors, and chargebacks.
• Collaborate with product and engineering teams to improve checkout success rates and reduce revenue leakage.

Stakeholder Management & Global Coordination

• Support cross-functional collaboration across distributed teams.
• Lead operational reviews with internal stakeholders and external partners.
• Provide clear communication on incidents, risks, and performance updates.
• Build strong relationships with regional teams across the Americas, EMEA, and APAC.

Governance, Compliance & Continuous Improvement

• Support global rollout initiatives and ensure operational readiness.
• Ensure alignment with PCI DSS, regulatory requirements, and internal controls.
• Help develop and maintain SOPs for payments operations and incident management.
• Contribute to shifting the function from reactive issue handling to proactive performance management.

Qualifications (Must-Haves)

• Strong project execution skills.
• All educational levels will be considered.
• Results-driven with a challenging mindset.
• High attention to detail and documentation quality.
• Proven fraud management experience in the Americas.
• Ability to work in a small, dynamic, globally distributed team.

• Logical, structured thinker comfortable with both finance and technology.
• Strong communicator able to present to both junior and senior stakeholders.
• Hands-on experience managing payment incidents, operational issues, and root-cause analysis.
• Experience working with global, cross-regional teams and managing cross-functional stakeholders.
• Strong understanding of the card payments lifecycle (authorization, authentication, settlement, chargebacks, fraud)
• 3+ years of experience in payments, fraud, or financial operations (PSPs, acquirers, schemes, e-commerce, retail payments, or fintech)

Nice-to-Haves:

• Familiarity with Adobe Commerce.
• Understanding of PCI DSS and regulatory requirements.
• Experience in payments optimization and performance improvements.
• Experience in e-commerce or multi-channel payments environments.
• Experience with PSPs, acquirers, or fraud tools (e.g., CyberSource, Worldpay, SAP)

Impact of the Role:

• Strengthens operational governance and incident response.
• Ensures stable, efficient, and scalable payments operations.
• Reduces fraud losses, payment failures, and revenue leakage.
• Supports global payments strategy through data-driven insights.
• Improves customer payment success rates and checkout experience.