Overview
The Fraud Operations Enablement Program Manager is responsible for designing, enabling, and scaling the systems, processes, tooling, and governance that allow Fraud Operations teams to operate effectively. This role does not perform day‑to‑day transactional investigations. Instead, it focuses on making operations work better, faster, safer, and at scale by enabling frontline teams through strong frameworks, automation, analytics, and continuous improvement.
Role Scope and Boundaries
- This role does not own daily fraud investigations, case handling, or transaction processing
- This role enables frontline Fraud Operations teams by improving how work is performed
- Success is measured by operational efficiency, quality, scalability, and risk reduction rather than individual case outcomes
Responsibilities
Enable Service Delivery
- Own and deliver enablement initiatives that measurably optimise/improve the quality, efficiency, resilience of Fraud Operations service delivery, ensuring consistent execution aligned to business priorities and risk posture.
- Enable outsourced Fraud Operations Teams through performance insights, clear standards, and continuous improvement frameworks.
Operational Enablement & Framework Design
- Design and maintain end‑to‑end Fraud Operations frameworks covering monitoring, investigation, response, and remediation
- Translate fraud risk strategy and policy into clear, executable operating models
- Define standard operating procedures (SOPs), playbooks, and decision frameworks
- Ensure enablement artifacts are consistent, scalable, and audit‑defensible
Process Improvement & Automation
- Identify operational friction points and drive continuous improvement initiatives
- Partner with Engineering and Data teams to automate repeatable workflows and decision logic
- Reduce manual effort, rework, and variance across fraud operations
- Ensure automation solutions are measurable, reliable, and aligned to risk posture
Tooling, Data & Analytics Enablement
- Influence investigation tooling, case management systems, and workflow platforms
- Define data requirements, schemas, and dashboards that support operational decision‑making
- Establish standard KPIs and metrics for fraud effectiveness, quality, and efficiency
- Enable self‑service insights for operations leaders and frontline teams
Incident Governance & Readiness Enablement
- Define and maintain fraud incident governance models, escalation paths, and response playbooks
- Enable consistent execution of incident lifecycle stages without directly running incidents
- Ensure post‑incident review (PIR) frameworks capture systemic gaps and drive remediation
- Improve operational readiness for surge events and high‑severity fraud scenarios
Training, Documentation & Change Management
- Develop and maintain training materials, onboarding frameworks, and reference documentation
- Enable faster ramp‑up for new hires, vendors, and partner teams
- Lead change management for new processes, tools, and automation
- Ensure changes are communicated, adopted, and measured
Stakeholder & Program Management
- Drive cross‑functional enablement programs spanning Fraud Ops, Engineering, Legal, Compliance, and Security
- Manage dependencies, roadmaps, and delivery timelines for enablement initiatives
- Act as a trusted advisor to Fraud Operations leadership on operational maturity and investment needs
Industry Standards & Frameworks
- Fraud Risk Management and fraud‑first operational principles
- Incident management and response governance frameworks
- SOC and Security Operations best practices (e.g., NIST, ISO‑aligned operations)
- Operational excellence and continuous improvement methodologies
- Risk‑based decisioning and audit‑ready operational design
Success Measures
- Improved operational efficiency and reduced manual effort
- Faster time‑to‑detect and time‑to‑respond enabled through process and tooling improvements
- Increased automation adoption and consistency across operations
- Improved investigation quality and decision consistency
- Positive audit outcomes and stakeholder confidence
Qualifications
Required Qualifications
- Bachelor's Degree in Business, Operations, Finance, or related field AND 6+ years experience in program management, process management, or process improvement
Preferred Qualifications
- Master's Degree in Business, Operations, Finance, or related field AND 8+ years experience in program management, process management, or process improvement
- Experience supporting Fraud Operations, Security Operations, Risk Management, or Trust & Safety teams.
- Experience designing and implementing operational frameworks, processes, or enablement programs.
- Understanding of fraud investigation lifecycles and incident management (without direct ownership of daily execution).
- Experience influencing tooling, automation strategies, and cross-team delivery.
- Experience leading or contributing to large-scale operational transformation or maturity programs.
- Familiarity with ServiceNow, case management platforms, and analytics tools.
- Experience with AI-assisted investigations, automation, or decision systems.
- Program or product management experience within operational environments.
Business Program Management IC5 - The typical base pay range for this role across the U.S. is USD $116,900.00 - $203,600.00 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $148,400.00 - $222,600.00 per year.
Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay
This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about **requesting accommodations.**