Job Description

Responsibilities

As the Fraud Manager, you will lead H‑E‑B's Fraud team, owning the day-to-day investigation, detection, and resolution of suspected fraudulent transactions across the business. In this role, you’ll manage a team of fraud analysts working account takeovers, payment fraud, and refund abuse, while identifying the trends and patterns that connect individual cases to broader fraud activity. You'll be responsible for making sure investigations are timely, accurate, and consistent, and for building the workflows, tools, and documentation that let the team scale. You will also be responsible for working with the Digital Trust team to implement tooling and rules with external vendors, as well as ensure we have programs to deal with different fraud vectors. You will also partner with the in-store Loss Prevention team to ensure we have a strong omnichannel fraud program.

Success in this role requires equal parts people leadership and analytical rigor: you're as comfortable coaching an analyst through a tricky case as you are spotting an emerging fraud pattern in the data or briefing senior leadership on what it means for the business.

What You'll Do

• Lead a team of fraud analysts responsible for investigating online fraud cases, including account takeovers, payment fraud, and refund abuse

• Oversee daily fraud detection workflows, case management, and resolution processes to ensure timely and accurate investigations

• Monitor fraud trends and escalate emerging threats to senior leadership and cross-functional partners

• Identify opportunities to improve fraud detection rules, workflows, and tools in collaboration with data science and engineering teams

• Partner with external vendors to ensure we are leveraging the right fraud tooling and creating the right rules

• Develop and maintain standard operating procedures (SOPs) for fraud investigations and case documentation

• Partner with Customer Service, Digital Trust, Legal, Loss Prevention and Risk Security teams to coordinate fraud response efforts

• Communicate investigation outcomes and fraud trends to internal stakeholders and support cross-functional initiatives

• Train and mentor fraud analysts, ensuring adherence to best practices and continuous skill development

• Conduct quality reviews of investigations and provide coaching to improve accuracy and consistency

• Establish operational objectives and work plans for the team, delegating assignments and ensuring adherence to budgets, schedules, and performance requirements

• Exercise supervision over team costs, methods, and staffing, including hiring, firing, and performance/pay reviews

What You'll Bring

• Bachelor's/Master's degree in a relevant field, and/or at least 5-10 years of equivalent work experience within the fraud space

• Experience leading successful projects and coaching/mentoring others in a group or team/department

• Excellent leadership, analytical, and project management skills

• Strong written and verbal communication

• CFE (Certified Fraud Examiner) or comparable certification preferred

Requirements

• 5 days a week in office — San Antonio or Austin; if based in Austin, expected in San Antonio at least once a week (San Antonio Preferred)

• Occasional travel by car or plane with overnight stays