Develop and maintain fraud operations SOPs, decision guidance, workflows, and documentation. Identify process gaps, analyze operational data and trends, coordinate process changes, and collaborate with Product, Engineering, Data, QA, Training, Support, and other teams to improve fraud review consistency, scalability, and efficiency. Support audits, retrospectives, training readiness, and post-launch follow-up for operational improvements.
What we’re building and why we’re building it.
Fetch helps people live rewarded every day, with a vision to become the rewards destination for everyone. We turn everyday activities into meaningful rewards, whether it’s grocery shopping, grabbing a quick meal, or playing a favorite mobile game. To date, we’ve awarded more than $1 billion in Fetch Points to our users.
Each day, more than 13 million receipts are submitted on Fetch, providing visibility into over $212 billion in gross merchandise value. This creates the largest retail-agnostic, SKU-level view of household spending, powering Fetch as an outcomes-based advertising platform that helps brands acquire and retain lifelong consumers.
The Fetch app is available on the App Store and Google Play, with more than 6 million five-star reviews from a highly engaged and loyal user base.
It’s not just our users who believe in Fetch: with investments from Softbank, ICONIQ, DST, Greycroft, and partnerships ranging from challenger brands to Fortune 500 companies, Fetch is reshaping how brands and consumers connect in the marketplace. When you work at Fetch, you play a vital role in a platform that drives brand loyalty and creates lifelong consumers with the power of Fetch points. User and partner success are at the heart of everything we do, and we extend that same commitment to our employees.
At Fetch, we value curiosity, adaptability, and the confidence to explore new tools, especially AI, to drive smarter, faster work. You don’t need to be an expert, but you should be ready to learn quickly and think critically. We welcome learners who move fast, challenge the status quo, and shape what’s next, with us. Ranked as one of America’s Best Startup Employers by Forbes for two years in a row, Fetch fosters a people-first culture rooted in trust, accountability, and innovation. We encourage our employees to challenge ideas, think bigger, and always bring the fun to Fetch.
About the Role
Fetch is building the world’s most rewarding shopping experience, helping millions of consumers turn everyday purchases into value. As our platform grows, protecting the integrity of our ecosystem is critical to maintaining trust with users, partners, and the business.
The Platform Integrity team is responsible for identifying, preventing, and responding to fraud, abuse, and other forms of misuse across Fetch’s platform. This work requires strong operational processes, clear policies and guidance, consistent enforcement, and close collaboration across Detection & Intelligence, Operations, Product Risk, Partner Trust, Product, Engineering, Data Science, Legal, Support, and Business teams.
As the Platform Integrity Operations Coordinator, you will help strengthen the operational foundation that enables Platform Integrity teams to detect, assess, and respond to fraud consistently and at scale. You will develop and maintain clear SOPs and decision guidance, identify workflow gaps and inefficiencies, coordinate operational changes, and partner across teams to improve the quality, consistency, and scalability of fraud review.
This role is ideal for someone with strong operations experience who is highly organized, writes clearly, and can turn complex or ambiguous processes into practical workflows that others can follow. You should be comfortable managing multiple workstreams, working cross-functionally, and using operational data and feedback to drive continuous improvement.
This is a full-time role that can be held from one of our US offices or remotely in the United States.
Role 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.
Minimum Qualifications
- 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.
Preferred Qualifications
- 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.
What You’ll Bring
- 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.
Why This Role Matters
Fraud prevention depends on more than identifying bad activity. It requires operational systems that help teams make accurate, consistent decisions at scale. The PI Operations Coordinator helps create that foundation by turning risk and operational needs into clear processes, documentation, and improvements that strengthen the quality and efficiency of fraud operations.
Compensation
At Fetch, we offer competitive compensation packages including base, equity, and benefits to the exceptional folks we hire. The base salary range for this position is $59,554-$70,064. Discover our benefits and how our employees live rewarded at https://fetch.com/careers.
At Fetch, we'll give you the tools to feel healthy, happy and secure through:
- 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)
Fetch is an equal opportunity employer that embraces diversity, inclusion, and respect for all individuals. We do not discriminate on the basis of race, color, religion, gender, gender identity or expression, sexual orientation, age, national origin, marital status, veteran status, disability, or any other characteristic protected by applicable law. Our commitment to inclusivity ensures that everyone is treated with dignity and has the opportunity to succeed based on their talent, skills, and potential.
Fetch also provides reasonable accommodations to qualified individuals with disabilities or those with sincerely held religious beliefs, as required by law. If you need assistance with the application process or require an accommodation, please contact us at [email protected].
Fetch Chicago, Illinois, USA Office
Fetch Rewards has offices or co-working spaces in Madison, WI (Our HQ), Chicago, Boston, New York, San Francisco (in transition). We have remote employees in 39 states, and growing!
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