About the Role
Fetch is building the world’s most rewarding shopping experience, helping millions of consumers turn everyday purchases into value. As our platform grows, protecting the integrity of our ecosystem is critical to maintaining trust with users, partners, and the business.
The Platform Integrity team is responsible for identifying, preventing, and responding to fraud, abuse, and other forms of misuse across Fetch’s platform. This work requires strong operational processes, clear policies and guidance, consistent enforcement, and close collaboration across Detection & Intelligence, Operations, Product Risk, Partner Trust, Product, Engineering, Data Science, Legal, Support, and Business teams.
As the Platform Integrity Operations Coordinator, you will help strengthen the operational foundation that enables Platform Integrity teams to detect, assess, and respond to fraud consistently and at scale. You will develop and maintain clear SOPs and decision guidance, identify workflow gaps and inefficiencies, coordinate operational changes, and partner across teams to improve the quality, consistency, and scalability of fraud review.
This role is ideal for someone with strong operations experience who is highly organized, writes clearly, and can turn complex or ambiguous processes into practical workflows that others can follow. You should be comfortable managing multiple workstreams, working cross-functionally, and using operational data and feedback to drive continuous improvement.
This is a full-time role that can be held from one of our US offices or remotely in the United States.
Role Responsibilities
- Develop, document, and maintain PI operations processes, SOPs, decision guidance, and workflows for reviewing suspicious activity across user accounts, receipts, and other fraud vectors.
- Write clear, concise operational documentation that translates complex processes into guidance that frontline teams and cross-functional partners can easily understand and apply.
- Evaluate existing workflows to identify gaps, inefficiencies, inconsistencies, and opportunities for process, tooling, or automation improvements.
- Use operational data, case trends, QA findings, and team feedback to recommend and implement process improvements.
- Coordinate operational changes from planning through rollout, including stakeholder alignment, documentation updates, communications, training readiness, and post-launch follow-up.
- Partner with PI Operations leaders, Training, QA, Product, Engineering, Data, Support, and other teams to resolve workflow issues, improve tooling, and ensure consistent execution.
- Monitor key fraud operations metrics and surface trends, risks, or process issues that may require further investigation or action.
- Support retrospectives, audits, and process reviews to evaluate whether operational changes are working as intended and identify follow-up improvements.
Minimum Qualifications
- 1+ years of experience in operations, process management, fraud or risk operations, trust and safety, support operations, or a related field.
- Demonstrated experience building, improving, or managing operational workflows and processes in a fast-paced environment.
- Strong written communication skills, with the ability to create clear SOPs, process documentation, decision guidance, and stakeholder updates.
- Strong analytical and problem-solving skills, with the ability to identify process gaps, assess root causes, and recommend practical improvements.
- Strong attention to detail and organizational skills, with the ability to manage multiple workstreams and keep documentation accurate and current.
- Experience working cross-functionally and communicating process changes to teams with different roles and levels of technical knowledge.
- Self-starter with a proactive mindset, able to take initiative, work independently, and drive projects forward with minimal direction.
Preferred Qualifications
- Experience in fraud prevention, risk operations, trust and safety, payments, loyalty or rewards, ecommerce, or another high-volume operational environment.
- Experience with case management systems, dashboards, QA or audit workflows, and operational reporting.
- Familiarity with tools such as Zendesk, Looker, Grafana, Google Workspace, or similar operational tooling.
- Experience supporting process rollouts, training readiness, change management, or operational audits.
What You’ll Bring
- Clear, structured writing and a strong instinct for making complex processes easier to understand.
- An operations mindset focused on consistency, scalability, and continuous improvement.
- Strong judgment and the ability to work through ambiguity without losing attention to detail.
- A collaborative approach to solving problems across teams.
- Curiosity about fraud and abuse patterns and how operational systems can reduce risk.
Why This Role Matters
Fraud prevention depends on more than identifying bad activity. It requires operational systems that help teams make accurate, consistent decisions at scale. The PI Operations Coordinator helps create that foundation by turning risk and operational needs into clear processes, documentation, and improvements that strengthen the quality and efficiency of fraud operations.
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 $59,554-$70,064. Discover our benefits and how our employees live rewarded at https://fetch.com/careers.
— Sarah J.
·
Marketing Manager
★★★★★
Verified
