Senior Manager - Fraud Operations (Remote)

Description

Connecting People. Uniting the World. There’s never been a more exciting time to join United Airlines! As a global company that operates in hundreds of locations around the world — with millions of customers and tens of thousands of employees — we have a unique responsibility to uplift and provide opportunities in the places where we work, live and fly.

We’re on a path to becoming the best airline in aviation history. Join our Cybersecurity and Digital Risk (CDR) team to help lead the industry in cyber safety, security and resilience. United's CDR team plays a critical role in protecting our operations by enabling secure and resilient systems, managing threats and vulnerabilities, and ensuring swift response and recovery. Our mission is to seamlessly embed cybersecurity and digital risk management into every aspect of our business. We help drive progress and growth through trusted digital solutions, safeguarding assets and empowering our team, all while promoting a cyber-safe and secure environment that supports resilient airline operations.

United offers a competitive benefits package aimed at keeping you happy, healthy, and well-traveled. From employee-run "Business Resource Group" communities to world-class benefits like parental leave, 401(k), and privileges like space-available travel, United is truly a one-of-a-kind place to work. Are you ready to travel the world and help us keep our airline cyber safe? Apply today!

Job Overview and Responsibilities

The Sr Manager – Fraud Operations is responsible for leading enterprise operational detection prevention, response and recovery for digital fraud affecting customers, digital assets and the airline. This role builds and operates a scalable, data and intelligence-led fraud response capability that rapidly investigates and contains threats, supports customer recovery and continuously improves fraud controls.

• Fraud Operations Leadership: Own day-to-day fraud detection, prevention, escalation, response and recovery operations; establish operating procedures, service levels, staffing/capacity models and performance expectations.
• Operational Measurement & Optimization: Establish metrics such as operational efficiency, decision accuracy, false-positive/negative performance, customer impact and prevented loss; drive automation and workflow improvement.
• People & Partner Leadership: Lead and develop fraud operations resources and coordinate major incidents with relevant stakeholders as appropriate.
• Customer Recovery & Escalations: Oversee complex customer fraud escalations and account-recovery processes, balancing security, customer experience, privacy and business requirements.
• Internal & External Partnerships: Lead strategic partnerships across United stakeholders and relevant external industry/law-enforcement communities.
• Detection & Intelligence Feedback: Ensure operational findings, false negatives, attack patterns and post-incident lessons are converted into strategy improvements.
• Complex Incident & Campaign Response: Lead response to significant account takeover, identity, loyalty, payment, contact-center and coordinated fraud campaigns, including cross-functional escalation and containment.

Qualifications

What’s needed to succeed (Minimum Qualifications):

• Bachelor's degree required, with preference for Cybersecurity, Information Systems, Computer Science, Criminal Justice, Finance, Business, Risk Management or related field
• 5+ years of experience in fraud, cybersecurity, identity, threat intelligence, digital risk, financial crime or related disciplines.
• People leadership experience and experience in a global, regulated, high-volume consumer industry such as airline, financial services, retail/e-commerce or travel.
• Strong knowledge of digital fraud, identity/account security, case management, operational controls, root-cause analysis and performance measurement.
• Experience with SIEM, fraud decisioning, case management, identity/device intelligence, response automation or law-enforcement coordination.
• Ability to apply artificial intelligence and automation tools responsibly to improve operational productivity, including workflow optimization, investigation triage support, decision quality and performance reporting.
• Demonstrates leadership of complex investigations, escalations or incident-response activities and experience leading people or operational teams.
• Must be legally authorized to work in the United States for any employer without sponsorship
• Successful completion of interview required to meet job qualification
• Reliable, punctual attendance is an essential function of the position

What will help you propel from the pack (Preferred Qualifications):

• CFE, CAMS, GIAC or comparable security/fraud/risk credential.

Post Expires: 12/9/2026