Note: The job is a remote job and is open to candidates in USA. QUO is a fully remote company seeking a Director of Fraud & Compliance Operations to lead their fraud prevention and regulatory compliance efforts. The role involves strategic vision and operational execution across multiple departments, managing a team of compliance specialists, and collaborating with external partners to ensure compliance with relevant regulations.
Responsibilities
- Own the fraud strategy across our tooling, review queues and data pipelines
- Work closely with the data team to build, test, and tune detection rules — balancing catch rate against false positive impact
- Monitor queue performance daily and drive continuous improvement across automation and manual review workflows
- Be the final call on complex, high-stakes cases — including compromised accounts, carrier-level violations, and high-value customer escalations
- Apply a consistent, policy-anchored framework while maintaining the judgment to know when to extend grace and when to be firm
- Maintain Quo's compliance posture across TCPA, A2P 10DLC, SHAFT content policy, STIR/SHAKEN, CCPA/CPRA, and evolving state-level telecom regulations
- Stay current on carrier policy changes, regulatory updates, and industry developments — and translate them into operational action before they become issues
- Own policy development, documentation, and enforcement across the platform
- Conduct root cause analysis on escalated incidents and maintain Quo's standing as a trusted, proactive compliance partner
- Lead and develop a team of fraud investigators and compliance specialists
- Set team priorities, run weekly syncs, conduct 1:1s, and own performance development
- Make capacity planning decisions and advocate for headcount as volume requires it
- Partner with Legal on regulatory inquiries, subpoena responses, and policy interpretation
- Work with Product and Engineering on compliance-relevant features
- Collaborate with Support and CS on customer-facing compliance communications and high-value account handling
Skills
- 8+ years in fraud operations, financial crimes compliance, trust & safety, or telecom compliance — with at least 3 years in a leadership role managing a team
- Hands-on experience with fraud tooling (ideally Sift or comparable platforms) and data-driven rule management
- Deep familiarity with at least one of the following regulatory frameworks: TCPA, A2P 10DLC/carrier compliance, SHAFT content policy, AML/KYC, or financial crimes compliance
- Demonstrated ability to make high-quality decisions under uncertainty on complex, ambiguous cases
- Strong written communication — you'll be corresponding with ecosystem partners, responding to regulatory inquiries, and setting the tone for customer communications
- Experience managing BPO or distributed operations teams
- Direct experience in a telecom, CPaaS, or VoIP compliance context — or significant experience as a carrier or telephony ecosystem partner
- Familiarity with SQL or data tools (Snowflake, dbt) for monitoring and investigation
- Experience with content classification, AI-assisted fraud detection, or LLM-based tooling in a compliance workflow
- Background working in a high-growth startup or scale-up environment where the program was still being built
Benefits
- Equity
- Extensive medical coverage
- A monthly lifestyle stipend
- A flexible PTO policy
Company Overview