Operations Manager, Fraud & Claims

At Joko, we help consumers shop smarterOur mission is to revolutionize shopping, empowering people to find what they need, make informed decisions, and save money.

Founded in Paris, Joko is a tech company and certified B Corp with over 105 talents across Paris, Barcelona, and New York (and beyond). More than 6 million users already save money every day at 10,000+ merchants with Joko.

From cashback and automatic coupons to price alerts and carbon tracking, we keep expanding our products to make shopping smarter. We're now building an AI-powered shopping assistant to help users find the best products by price, quality, and environmental impact.

Having reached profitability in our core market, we're now scaling globally, with a strong focus on the US.

It's still day 1, come build the future of shopping with us!

Our Care Operations team

Care Operations is the team that makes sure every user interaction at Joko is handled with accuracy, fairness, and speed - and that every friction point becomes an input to make the product better.

We sit at the intersection of operations and product strategy. On one side, we own the full care delivery chain: our outsourced partners (BPOs), the tools and processes we design, and the AI agent we're scaling. On the other, we're a key voice in product and tech decisions - because we're closest to where things break, and closest to what users actually experience.

Within that, Fraud & Claims is one of our most critical scopes - it's where financial stakes, user trust, and operational complexity all converge at once.

What you will do

As Operations Manager for Fraud & Claims, your main mission is to protect Joko's users and operations - by building the systems, controls, and processes that make our fraud detection and claims handling reliable, rigorous, and scalable.

• Own the Fraud & Claims operational scope end-to-end. You define the KPIs, monitor risk exposure and process quality, identify what's failing, and lead the fix - working closely with Data, Tech, Product, and our BPO partners. You don't wait to be handed a brief.
• Strengthen our fraud detection and controls. You analyze fraud signals and claims data to identify patterns, edge cases, and emerging risks. You work with Data and Tech to improve detection capabilities, reduce false positives, and close the gaps before they become problems.
• Drive the quality and efficiency of our BPO operations on fraud and claims. You set performance standards, track SLOs, conduct quality reviews, and address gaps directly with our partners. Accuracy and consistency here aren't just operational metrics - they directly affect whether users trust Joko.
• Turn operational signals into product insight. You spot patterns that others miss and translate them into clear, prioritised recommendations for Product and internal stakeholders - improving user journeys, reducing friction for legitimate users, and making Joko harder to abuse.
• Build processes that last. You document, iterate, and raise the bar - creating references and workflows that are rigorous enough to catch edge cases and scalable enough to handle growth.

Who we're looking for

• 2+ years in operations, fraud, risk, or a similar analytical role in a fast-paced environment. You've owned complex operational topics end-to-end, not just contributed to them. Experience in fintech or payments is a real plus.
• Genuinely analytical. You're comfortable defining, tracking, and digging into data to understand what's happening and make decisions. You don't wait for someone to pull numbers for you - you go get them, whether that's through SQL, BI tools, or AI-assisted analysis.
• Rigorous, with good risk instinct. You're detail-oriented and don't let things slip through the cracks - but you also have the instinct to know which edge cases matter and which don't. In fraud, both over-trusting and over-blocking have real consequences.
• High agency. You identify problems before they're flagged to you. You propose solutions, not just analyses. When something isn't working, you fix it.
• Comfortable with AI tools. You use AI in your day-to-day work and actively look for ways to leverage it - whether for fraud pattern detection, workflow automation, or operational efficiency. At Joko, AI fluency is genuinely valued, not as a credential, but because it changes what's possible in this role.
• A strong communicator in both French and English. French is the language of our users and partners. English is our internal working language - written, async, and precise. You need to be genuinely fluent in both.
• User-centric by default. You understand that behind every fraud case or claim is a real user. You use that empathy to make better decisions about when to trust, when to investigate, and how to communicate - not just to optimise a metric.

Our perks

(Some of the benefits listed below are available to full-time positions only)

At Joko, we believe that flexibility and trust are essential. Our work environment reflects this through:

• Flexible remote : If you live in Paris, you can choose to work from our office or from home with no constraints. If you live elsewhere, we can provide access to a coworking space and a coworking budget.
• Work from anywhere : Want to spend a month in Italy while working? You can work from most countries in the world for up to 3 months per year.

On top of that, we offer plenty of perks:

• Top-market compensation
• Equity for everyone with the chance to own a piece of what you build
• Half-day each week dedicated to leveling up with AI by exploring new tools, iterating hard, and sharpening your skills
• Yearly offsite in amazing locations and budget for team-building events & monthly in-person gatherings
• Contribution to your ClassPass subscription
• 8-week leave paid 100% for the second parent
• ...and much more, check the full list here!

Our hiring process

1. Intro call: Quick screening with the Hiring Manager or the Talent team.
2. Step 1 - Team interview (45 min): Conversation with two Joko team members (could include the Hiring Manager, people from the team you'd join, or colleagues from other teams).
3. Step 2 - Role-specific assessments
   
   • For non-engineering roles: A take-home case study followed by a 45-min interview. We assess both your output and how you think in real time. The exercise will be relevant to your role (e.g. analysis, strategy, or process design).
   • For engineering roles: A 90-min live technical interview on CoderPad covering code understanding, review, system design, and product thinking (with AI serving as a collaboration tool).
4. Step 3 - Leadership interview (45 min): Conversation with a SteerCo member and a Founder.
5. References: Up to 3 calls with former colleagues or managers.

You may also be invited for coffee with team members to get a feel for our culture.