Head of Risk Ops

Job not on LinkedIn

🔥 7 minutes ago

🏄 California – Remote

🏄 California – Remote

💵 $150k - $180k / year

⏰ Full Time

🔴 Lead

🎲 Risk

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Tilt (formerly Empower)

WebsiteLinkedInAll Job Openings

201 - 500 employees

💳 Fintech

👥 B2C

💸 Finance

Fintech • B2C • Finance

Tilt is a financial technology company that provides cash advance, lines of credit, and credit card services aimed at empowering customers financially. With an emphasis on accessibility, Tilt offers flexible repayment plans and eligibility irrespective of a customer's credit history, enabling individuals to qualify based on their real-time financial habits. The platform is user-friendly, boasting positive customer experiences and a high rating, making it a convenient option for those seeking to manage their finances and build credit effectively.

📋 Description

• End-to-end accountability: Own all non-customer-facing operations across every line of business — fraud prevention, dispute resolution, back-office compliance, and processing work including mail and refund processing — spanning the 30+ workloads currently managed by the team. • Workload ownership: Set the standard for how every back-office workload runs, from the highest-stakes fraud and dispute casework to high-volume processing queues, ensuring each is staffed, measured, and continuously improved. • Operating rhythm: Set goals, SLAs, and quality standards for the function; run the weekly and monthly cadence that keeps the team aligned and surfaces risk early. • Executive voice: Serve as the senior point of contact for Risk operations, translating operational reality across fraud, disputes, and processing into clear tradeoffs for executive leadership and partners. • Regulatory defensibility: Hold the function to a standard that withstands audit and regulatory exams, partnering with Legal and Compliance on FCRA, Reg Z, Reg E, SCRA, and related obligations. • Lead the team (player-coach): Lead and develop a team of Team Leads and subject-matter experts, as well as the frontline investigators and analysts (Sr Risk Investigators, Risk Investigators, Risk Data Analyst). This is a hands-on leadership role, not a pure management one — you stay close to the work as the org flattens and AI absorbs routine volume. • Org design & headcount: Own the structure, staffing model, and capacity planning for the function; make the build-vs-buy-vs-automate calls as volume grows. • Talent: Hire, level, coach, and retain; build career paths and a bench of senior investigators and future team leads. • Performance: Set individual and team performance expectations, run calibration, and hold the bar on quality through the QA rubric and review process. • Automation strategy: Define and drive the roadmap to automate manual review, dispute intake and resolution, monitoring, and reporting; reduce cost-to-serve and cycle time while protecting accuracy. • AI-enabled operations: Partner with the data and AI teams to deploy tooling that triages cases, drafts dispute responses, and flags anomalies, with humans focused on judgment-heavy work. • Tooling & vendors: Own the fraud and dispute tech stack (Alloy, Socure, Persona, LexisNexis, Helix, Centrix, Zendesk, Peach) and the vendor strategy behind it, including utilization, contracts, and consolidation. • Data & measurement: Ensure the function operates on a reliable single source of truth in Databricks; instrument the metrics that prove impact (loss rates, chargeback win rate, dispute cycle time, manual-review rate, QA scores). • Controls: Own the control environment for fraud and disputes; ensure QA, escalation, and documentation standards keep decisions defensible. • Cross-functional partnership: Work with Compliance, Legal, Product, and Engineering to translate regulatory change into operational reality and to close control gaps before they become findings. • Risk appetite: Operationalize the company's risk appetite: Build and tune the systems, thresholds, and workflows that embed Tilt's balance of fraud prevention and fair customer treatment into day-to-day operations, and serve as the escalation point for any gray-areas.

🎯 Requirements

• 8+ years in fraud, disputes, and overall risk operations, including 3+ years leading teams — ideally including managing managers. • Deep, practical knowledge of consumer protection regulation as it applies to operations: FCRA credit disputes, Reg Z and Reg E transaction disputes, and the back-office obligations (SCRA, bankruptcy, deceased handling, proof of authorization). • A track record of building and scaling operations through process and automation, not just headcount. • Strong command of fraud typologies across card, ACH, and P2P — ATO, identity fraud, payments fraud, abuse, social engineering. • Comfort operating on data: able to set and interpret operational metrics, work with SQL/BI outputs, and hold the team to a single source of truth. • Proven success partnering with Compliance, Legal, Product, and Engineering, and communicating risk and tradeoffs to executives.

🏖️ Benefits

• Virtual-first teamwork: The Tilt team is collaborating across 14 countries, 12 time zones, and counting. You’ll get started with a WFH office reimbursement. • Competitive pay: We're big on potential, and it's reflected in our competitive compensation packages and generous equity. • Complete support: Find flexible health plans at every premium level, and substantial subsidies that stand up to global standards. • Visibility is yours: You can count on direct exposure to our leadership team — we’re a team where good ideas travel quickly. • Paid global onsites: Magic happens IRL: we gather twice yearly to reconnect over shared meals or kayaking adventures. (We’ve visited Vail, San Diego, and Mexico City, to name a few.) • Impact is recognized: Growth opportunities follow your contributions, not rigid promotion timelines.