Job Description
About Us
At
Félix, we're building the financial ecosystem for Latin immigrants in the U.S., starting with a revolution in remittances. Our core product is an AI-powered chatbot built on WhatsApp, allowing our users to send money home as easily as sending a text message. We leverage cutting-edge technology like AI, blockchain, and stablecoins to make cross-border payments faster, more affordable, and more accessible than ever before.
We are a hyper-growth Series B company, backed by over $100 million in funding from top-tier global investors, including QED, Castle Island, Switch Ventures, HTwenty, Monashees, and 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 “Endeavour Entrepreneur” and was a recipient of the CrossTech Fintech Startups Award. We are a group of extremely talented and dedicated high-performers, united by our shared obsession with a single goal: empowering our customers. We are all owners of Félix, driven by a bias for action and a true experimentation spirit to get shit done with urgency and focus.
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. We are a team that is fiercely loyal to each other, where radical transparency and constructive feedback are how we grow and push for excellence. We are bold, we care less about what others are doing, and more about creating sustainable value and a product that truly makes our users' lives better. We are building the future, today.
About the Role
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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