Platform Integrity Operations Coordinator

Summary

Fetch is building a rewarding shopping experience while protecting the integrity of its platform from fraud, abuse, and misuse. The Platform Integrity Operations Coordinator will develop and maintain operational processes, SOPs, and decision guidance, coordinate workflow changes, monitor fraud operations metrics, and collaborate cross-functionally to improve the consistency and scalability of fraud review.

Responsibilities

• Develop, document, and maintain PI operations processes, SOPs, decision guidance, and workflows for reviewing suspicious activity across user accounts, receipts, and other fraud vectors
• Write clear, concise operational documentation that translates complex processes into guidance that frontline teams and cross-functional partners can easily understand and apply
• Evaluate existing workflows to identify gaps, inefficiencies, inconsistencies, and opportunities for process, tooling, or automation improvements
• Use operational data, case trends, QA findings, and team feedback to recommend and implement process improvements
• Coordinate operational changes from planning through rollout, including stakeholder alignment, documentation updates, communications, training readiness, and post-launch follow-up
• Partner with PI Operations leaders, Training, QA, Product, Engineering, Data, Support, and other teams to resolve workflow issues, improve tooling, and ensure consistent execution
• Monitor key fraud operations metrics and surface trends, risks, or process issues that may require further investigation or action
• Support retrospectives, audits, and process reviews to evaluate whether operational changes are working as intended and identify follow-up improvements

Skills

• 1+ years of experience in operations, process management, fraud or risk operations, trust and safety, support operations, or a related field
• Demonstrated experience building, improving, or managing operational workflows and processes in a fast-paced environment
• Strong written communication skills, with the ability to create clear SOPs, process documentation, decision guidance, and stakeholder updates
• Strong analytical and problem-solving skills, with the ability to identify process gaps, assess root causes, and recommend practical improvements
• Strong attention to detail and organizational skills, with the ability to manage multiple workstreams and keep documentation accurate and current
• Experience working cross-functionally and communicating process changes to teams with different roles and levels of technical knowledge
• Self-starter with a proactive mindset, able to take initiative, work independently, and drive projects forward with minimal direction
• Clear, structured writing and a strong instinct for making complex processes easier to understand
• An operations mindset focused on consistency, scalability, and continuous improvement
• Strong judgment and the ability to work through ambiguity without losing attention to detail
• A collaborative approach to solving problems across teams
• Curiosity about fraud and abuse patterns and how operational systems can reduce risk
• Experience in fraud prevention, risk operations, trust and safety, payments, loyalty or rewards, ecommerce, or another high-volume operational environment
• Experience with case management systems, dashboards, QA or audit workflows, and operational reporting
• Familiarity with tools such as Zendesk, Looker, Grafana, Google Workspace, or similar operational tooling
• Experience supporting process rollouts, training readiness, change management, or operational audits

Qualifications

Must Haves

• 1+ years of experience in operations, process management, fraud or risk operations, trust and safety, support operations, or a related field
• Demonstrated experience building, improving, or managing operational workflows and processes in a fast-paced environment
• Strong written communication skills, with the ability to create clear SOPs, process documentation, decision guidance, and stakeholder updates
• Strong analytical and problem-solving skills, with the ability to identify process gaps, assess root causes, and recommend practical improvements
• Strong attention to detail and organizational skills, with the ability to manage multiple workstreams and keep documentation accurate and current
• Experience working cross-functionally and communicating process changes to teams with different roles and levels of technical knowledge
• Self-starter with a proactive mindset, able to take initiative, work independently, and drive projects forward with minimal direction
• Clear, structured writing and a strong instinct for making complex processes easier to understand
• An operations mindset focused on consistency, scalability, and continuous improvement
• Strong judgment and the ability to work through ambiguity without losing attention to detail
• A collaborative approach to solving problems across teams
• Curiosity about fraud and abuse patterns and how operational systems can reduce risk

Nice to Haves

• Experience in fraud prevention, risk operations, trust and safety, payments, loyalty or rewards, ecommerce, or another high-volume operational environment
• Experience with case management systems, dashboards, QA or audit workflows, and operational reporting
• Familiarity with tools such as Zendesk, Looker, Grafana, Google Workspace, or similar operational tooling
• Experience supporting process rollouts, training readiness, change management, or operational audits

Benefits

• Equity: We offer full-time employees equity in Fetch, so that everyone can benefit from Fetch’s growth.
• 401k Match: Dollar-for-dollar match up to 4%.
• Benefits for humans and pets: We offer comprehensive medical, dental and vision plans for everyone including your pets.
• Continuing Education: Fetch provides ten thousand per year in education reimbursement.
• Employee Resource Groups: Take part in employee-led groups that are centered around fostering a diverse and inclusive workplace through events, dialogue and advocacy. The ERGs participate in our Inclusion Council with members of executive leadership.
• Paid Time Off: On top of our flexible PTO, Fetch observes 9 paid holidays, as well as our year-end week-long break.
• Robust Leave Policies: 20 weeks of paid parental leave for primary caregivers, 14 weeks for secondary caregivers, and a flexible return to work schedule.
• Calvin Care Cash: Employees who are welcoming new family members will also receive a one time $2,000 incentive to assist employees with covering the cost of childcare, clothing, diapers and much more!
• Flexible Work Environment: Collaborate with your team in one of our stunning offices, or you can work fully remotely from anywhere in the US. We’ll ensure you are equally equipped with the hardware and software you need to get your job done in the comfort of your home. (applicable for most roles)