Product Operations Specialist | Fraud Operations Processes

Brazil·São Paulofull-timemid

Product ManagementProduct Operations Specialist

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Quick Summary

Key Responsibilities

Maintain, continuously improve, and own the single source of truth for all live fraud operational processes. Standardize and document high-volume workflows into clear, repeatable,

Requirements Summary

Solid understanding of financial fraud risk vectors and known patterns SOP & Process Engineering: Proven track record of mapping, documenting,

Technical Tools

Product ManagementProduct Operations Specialist

At Félix, we are building the indispensable financial companion for Latinos in the US. We combine an AI-powered, conversational-first interface with real-time financial infrastructure to make cross-border money movement as easy as sending a text. Starting with fast, affordable remittances powered by AI and crypto rails, we are expanding into credit, savings, and wallet services to support the complete immigrant financial journey. Our ambition is to deliver a white-glove financial experience with the simplicity of a conversation to a community the traditional financial system has historically overlooked.

We are a hyper-growth Series C company, backed by over $300 million in funding from top-tier global investors, including Andreessen Horowitz, QED, Castle Island, Switch Ventures, HTwenty, Monashees, General Catalyst Customer Value Fund. This isn't just about the numbers; it's a testament to the trust our investors have in our vision and our team. Additionally, Félix was selected as an “Endeavor Entrepreneur” and was a recipient of the CrossTech Fintech Startups Award.

Joining Félix means you will be part of a team building a legacy, a company that will outlive us all. This is a rare opportunity to apply your skills to a deeply meaningful mission—serving a community that has been underserved for too long because we are obsessed with our customers. We get things done with urgency and focus, driven by extreme ownership over our impact. We collaborate without ego, fostering radical transparency and fierce loyalty so we can grow together. Because we aim for insanely great rather than just good enough, we stay insatiably curious—always experimenting, building the future today, and delivering a product that truly makes our users' lives better.

About the Role

~3 min read

As a Product Operations Specialist focused on Fraud Operations Processes, you will not just execute risk policies—you will be the architect of how our fraud operations scale. In a hyper-growth fintech environment moving millions of dollars over WhatsApp, efficiency, speed, and accuracy are paramount.

Your mission is to own, audit, and optimize our entire Standard Operating Procedure (SOP) library, bridging the gap between risk management, product capability, and operational execution. You will map out, fix and scale complex workflows, identify automation opportunities alongside Engineering and Product, and package high-volume processes so they are ready to be seamlessly executed and ready to stop fraud while ensuring the legitimate user experience. Your ultimate goal is to build bulletproof, invisible guardrails that mitigate fraud while ensuring a frictionless user journey for legitimate customers recovering from false declines.

Responsibilities

SOP Architecture & Process Scalability: Maintain, continuously improve, and own the single source of truth for all live fraud operational processes. Standardize and document high-volume workflows into clear, repeatable, step-by-step processes that can be executed consistently by any team member with minimal ramp-up or oversight.
Governance & Audit Cadence: Design and execute internal monitoring mechanisms, dashboards, and spot-checks for core processes to ensure compliance, maintain high quality, and significantly improve user journey
Process Metrics & KPIs: Define, track, and optimize key health metrics for fraud workflows, including process adherence, operational throughput, and process quality.
Automation & Tooling Improvement: Identify systemic operational bottlenecks, build data-driven business cases for automation, and partner directly with Product Ops and Engineering to implement tools that eliminate manual overhead.
Change Control & Strategic Alignment: Own versioning, sign-off, and cross-functional communication whenever a process evolves. Partner closely with Workforce Management (WFM), Quality and Training to ensure updates are instantly reflected in capacity models and training calibrations.
User Experience Safeguarding: Ensure that while minimizing fraud risk, the user recovery journey is seamless, minimizing friction when legitimate users face false declines.

Requirements

Fraud/Payments Domain Expertise: Solid understanding of financial fraud risk vectors and known patterns
SOP & Process Engineering: Proven track record of mapping, documenting, and scaling complex operational workflows within high-growth fintechs or tech environments.
Automation & Outsourcing Mindset: Experience prepping operational processes for automation or external vendors, with a sharp eye for separating high-judgment tasks from transactional ones.
Data Fluency: Strong hands-on experience querying data (SQL, BigQuery, Omni, or similar) to extract process metrics, build operational dashboards, and back up business cases with hard numbers.
Stakeholder Management: Exceptional communication skills to align cross-functional teams including Customer Operations, WFM, Product, Quality Assurance, and multiple stakeholders.
Autonomy under Ambiguity: A true "owner" mentality with a strong bias for action, capable of navigating and creating structure out of unstructured startup environments.
Language Proficiency: Professional fluency and advanced communication skills in English.
These are the applicable requisites, although equivalent competencies in any of the above will also be considered.

What We Offer

Competitive salary
Initial stock options grant
Annual performance bonus
Health, dental, and vision plans
Continuous learning opportunities
Unlimited PTO
Paid parental leave
Empowering opportunities for growth in a dynamic entrepreneurial environment

Equal Opportunity Employer

At Félix, we are committed to providing equal employment opportunities to all qualified employees and applicants without regard to race, religion, nationality, sex, sexual orientation, gender identity, age, or disability. This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, training, compensation, benefits, and termination.

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