Operations Manager

About the company
Kodex revolutionizes how organizations handle sensitive subpoenas and data requests from law enforcement and government agencies. Founded by a former FBI agent and backed by leading investors including Andreessen Horowitz, Y Combinator, and Thiel Capital, Kodex has become the industry standard for secure data exchange. Our platform supports over 15,000 government agencies in 190 countries and is trusted by industry leaders like Coinbase, Stripe, and AT&T.

By transforming a traditionally complex and manual process into a streamlined digital workflow, Kodex helps organizations strengthen compliance, enhance security, and reduce operational costs by millions each year. We bridge the gap between companies and authorized requestors, ensuring that sensitive data is handled with uncompromising security, transparency, and efficiency.

Position Overview
This role will lead a fraud/threat/support operations department by managing workflows, analyzing metrics, and improving processes to enhance efficiency and service quality. It focuses on team management, process excellence, and operational scalability. The Manager will oversee a distributed team, ensure quality assurance across workflows, and drive repeatable processes that enable rapid growth while maintaining high standards.

This person must bring a strong operational background, the ability to quickly learn, and the humility to take direction while contributing to strategy execution. By owning the day-to-day team management and process discipline, this leader will give senior leadership more capacity to focus on policy.

We are open to support operations manager profiles, operations managers who have lead teams of eight or more in repeatable processes or other consulting process management background looking to move into a high growth start up.

Responsibilities

Team Leadership & Development

• Manage and mentor a global team of eight or more Threat Intelligence Specialists.

• Build career development paths, foster professional growth, and cultivate a high-performing team culture.

Operational Excellence

• Design, implement, and refine repeatable, scalable processes for case handling, QA, and metrics tracking.

• Establish and monitor SLAs and KPIs, ensuring performance goals are consistently met with a data-driven approach.

• Lead by example through participation in on-call rotations, building empathy for frontline challenges and reinforcing operational accountability.

Quality & Training

• Oversee quality assurance programs to ensure accuracy and consistency across assessments.

• Develop and deliver training programs to effectively onboard new team members and upskill the existing team.

Security-First Decision Making

• Scale the team without compromising security standards or processes.

• Evaluate client requests against best practices—guiding them toward secure, effective solutions rather than defaulting to “yes.”

• Confidently push back when clients or executives propose actions that may introduce risk, while maintaining professionalism and trust.

Strategic Support

• Translate direction from senior leadership into clear team priorities that align with Kodex’s broader strategy.

• Free up leadership bandwidth by owning daily people management, coaching, and workflow oversight.

• Balance day-to-day execution with long-term strategic oversight.

Cross-Functional Collaboration

• Partner with Product to incorporate process improvements into tooling and product design.

• Collaborate with Strategy & Ops, Legal, and Security teams to align threat intelligence workflows with company objectives.

• Communicate effectively with internal stakeholders and external partners, including law enforcement agencies.

What you bring

• Experience: 7+ years in operations, support operations, threat intelligence, fraud prevention, or a related field, with at least 2 years managing teams of eight or more.

• Operational Expertise: Demonstrated ability to build and manage large teams, establish processes, and scale operations in a fast-paced environment.

• Metrics-Driven: Strong analytical skills, with experience in setting and tracking KPIs, SLAs, and operational metrics.

• Process-Oriented: Proven record of designing QA programs, training frameworks, and repeatable operational workflows.

• Adaptability: Quick learner with exposure to threat intelligence, security operations, or fraud prevention; comfortable executing against evolving strategies.

• Communication Skills: Excellent written and verbal communication skills; able to present confidently to leadership and external stakeholders.

• Tools: Comfortable with modern operational platforms and productivity tools (Google Workspace, project management software, etc.).

Preferred Backgrounds

• Customer Support or Fraud/Trust & Safety Operations Managers at high-growth startups (e.g., Chime, Ramp, Uber).

• Experienced managers from threat intelligence companies (e.g., Accenture, KPMG, or similar).

• Leaders with proven success in scaling operational teams with strong QA, training, and data-driven performance management programs.

Equal Employment Opportunities at the Company

Kodex is committed to hiring talented and qualified individuals with diverse backgrounds for all of its tech, non-tech, and leadership roles. Kodex believes that the gathering and celebration of unique backgrounds, qualities, and cultures enriches the workplace.