Manager of Business Analytics, Fraud Ops Automation

Koalafi provides flexible lease-to-own financing that helps consumers make important purchases while helping retailers increase sales and customer loyalty. The Manager of Business Analytics, Fraud Operations Automation will lead AI-driven workflow automation, investigative analytics, operational reporting, and dashboard development for the Fraud Operations team. The role partners with Engineering, Data, Product, and Fraud Strategy & Analytics to improve fraud detection and operational efficiency.

Responsibilities:

• Build and deploy AI agents that automate manual investigative processes, including merchant underwriting and real-time suspicious customer investigations
• Map current investigative workflows end-to-end, identify the highest-value automation opportunities, and deliver solutions that measurably reduce handle time and improve decision consistency
• Partner with Engineering, Data, and Fraud Strategy & Analytics to move AI and automation solutions from prototype to production, in line with Koalafi's long-term AI strategy
• Establish guardrails, quality checks, and human-in-the-loop controls so automated decisions remain accurate, explainable, and auditable
• Deliver on-demand analysis on suspicious merchants and customers to support active investigations and escalations
• Proactively surface emerging fraud patterns, high-risk merchants, and linked customer activity before they become losses
• Build data-driven prioritization so investigators focus on the highest-risk cases first
• Support merchant monitoring with analytical deep dives that complement the policies and models owned by Fraud Strategy & Analytics
• Design and maintain dashboards tracking investigator productivity, queue health, case outcomes, underwriting throughput, and fraud trends
• Replace manual, spreadsheet-based reporting with automated, reliable reporting
• Develop ad hoc reports for Fraud Operations leadership and cross-functional stakeholders
• Define and track operational KPIs such as time to decision, false positive rates, and investigator capacity
• Partner with Fraud Strategy & Analytics to translate front-line investigative findings into rule, policy, and model improvements, and to ensure manual review aligns with policy intent
• Work with Product and Engineering to embed automation and data tools into case management and merchant update workflows (including JIRA)
• Communicate findings clearly to investigators, leadership, and partner teams, and help drive projects from idea to delivery