Director, Fraud and Merchant Risk Operations

About Toast:

Toast is driven by building a platform that helps our customers adapt take control and get back to what they do best: building the businesses they love.

Position Overview:

Our Fraud & Merchant Risk Operations team is the frontline that protects our merchants and our platform. This team handles the full lifecycle across Fraud Merchant Risk and Merchant Compliancefrom pre-onboarding to transaction monitoring product-abuse prevention account access and ATO response chargebacks/representment reserves/holds and offboarding.

Were seeking a strategic execution-minded Director of Operations to lead this function end-to-end across Toasts entire product suiteincluding Payments Embedded Finance and Payroll. Youll design the operating model and SLAs scale the team and tooling run incident response and deliver measurable reductions in loss and friction. Youll partner closely with Product Fraud Strategy Legal and Compliance while providing a rigorous feedback loop to sharpen controls and enable confident growth.

About this roll* (Responsibilities)

Operations Strategy & Operating Model

• Own the end-to-end operating model for Fraud Merchant Risk and Merchant Compliance across the merchant lifecycle (prospect loans pre-onboarding/KYB transaction monitoring product-abuse prevention account access/ATO chargebacks/representment reserves/holds and offboarding).
  
  
• Define policies SOPs SLAs and escalation pathways; maintain an auditable control environment with strong QA and knowledge management.
  
  
• Set and track operational KPIs (fraud rate chargeback ratio approval rate manual review rate false-positive rate SLA adherence fraud losses).
• Lead cross-functional war rooms during fraud waves and high-severity events; conduct postmortems and implement preventive hardening.
  
  

Pooled Workforce & Capacity Management

• Lead a multi-level analyst pool supporting all Toast products; implement workforce management (capacity models scheduling adherence) across diverse queues and time zones.
  
  
• Drive the development of training and QA programs; drive productivity and quality improvements through coaching calibration and playbook refinement.
  
  

Lifecycle Coverage & Queue Operations (All Product Lines)

• Onboarding: Operate onboarding controls including KYB/KYC verification business model and MCC validation document collection and EDD workflows bank-account ownership/verification and exception handling.
  
  
• Payments: Manage card-present and card-not-present fraud queues dispute operations merchant settlement risk and network program adherence.
  
  
• Embedded Finance: Oversee ACH risk debit and credit card programs Capital disbursements returns and unauthorized claims account linking and verification disbursement controls and limits management.
  
  
• Payroll: Lead controls for employer/employee identity payroll-diversion and direct-deposit changes and impersonation attempts.
  
  
• Minimize customer friction while meeting SLAs; ensure effective escalations and remediation.
  
  

Tooling Data & Automation

• Translate operational needs into requirements for case management rule engines alerting link/graph analysis and data enrichment.
  
  
• Prioritize and validate tooling enhancements; evaluate third-party vendors in collaboration with Strategy (identity/KYB/KYC device/behavioral intelligence bank-account verification consortium data) and drive ROI via clear success criteria.
  
  

• Operationalize policies rules and models; provide ground-truth feedback on efficacy friction and emerging patterns across each product line.
  
  
• Run structured experiments with Product/Data Science; define success metrics execute controlled rollouts and lead post-launch reviews.
  
  

Executive Communication & Stakeholder Management

• Deliver clear data-driven readouts on risk posture incidents operational performance and capacity needs to executive leadership.
  
  

Example KPIs youll own/influence: Fraud/chargeback rates; ATO; review SLA adherence; approval/conversion and false-positive rate; representment win rate; fraud loss; analyst productivity

Do you have the right ingredients* (Requirements)

• 10 years in fraud/trust & safety merchant risk payments or related operations at a PayFac/PSP acquirer fintech or marketplace with a record of reducing loss while improving customer experience.
  
  
• 5 years leading managers and multi-disciplinary operations teams; proven in org design workforce management QA and training at scale (including 24/7 coverage).
  
  
• Breadth across multiple product domainspayments (CP & CNP) embedded finance/money movement (ACH/RTP/push-to-card) lending/working-capital and payroll; ability to tailor controls to each risk surface.
  
  
• Strong command of merchant compliance and partner requirements including card-network monitoring programs and dispute frameworks.
  
  
• Track record implementing tooling and automation (case management rule engines device/behavioral intelligence bank-account verification data enrichment) and managing vendor ecosystems with measurable ROI.
  
  
• Analytical fluency (dashboards SQL is a bonus) with comfort instrumenting KPIs capacity models and control-effectiveness metrics; evidence-based decision-making under pressure.
  
  
• Exceptional cross-functional influence with Product Data Science Legal and Compliance; adept at translating operational insights into policy and tooling changes.

Why join us

Own the operating backbone that keeps restaurants safe and thrivingacross every way customers move money and get paid with Toast. Youll design systems and teams that reduce loss speed decisions and keep experiences fast and friendlyat Toast scale.

AI at Toast

At Toast were Hungry to Build and Learn. We believe learning new AI tools empowers us to build for our customers faster more independently and with higher quality. We provide these tools across all disciplines from Engineering and Product to Sales and Support and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; its a core part of our culture.

Our Spread* of Total Rewards
We strive to provide competitive compensation and benefits programs that help to attract retain and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters changing needs. Learn more about our benefits at base salary range for this role is listed below. The starting salary will be determined based on skills and experience. In addition to base salary our total rewards components include cash compensation (overtime bonus/commissions if eligible) benefits and equity (if eligible).