Senior Operations Lead, Fraud

 

We're looking for a Senior Operations Lead, Fraud to lead a team of Fraud Associates protecting cardholders and Mission Lane from fraudulent activity, reporting to the Principal Operations Lead.

Somewhere right now, one of our cardholders is checking their account after an unfamiliar charge shows up, waiting to find out whether their next few weeks get harder or stay on track. The moment your team catches that charge and clears it fast is the moment their progress keeps moving instead of stalling out. As Senior Operations Lead, Fraud, you'll build the team and the coaching rhythms that make that moment happen reliably, for thousands of cardholders at once.

Fraud tactics shift constantly, and the challenge isn't just catching bad activity, it's holding the line between stopping fraud and letting legitimate cardholders through without friction, while your team's accuracy and turnaround times hold steady under that pressure. You'll spend real time in the data behind those numbers, coaching specific behaviors that move them.

Fraud Operations at Mission Lane is still building its playbook as the team scales. You'll have real room to shape how coaching, escalation, and process improvement work here, not just execute a process someone else has already finalized.

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As Senior Operations Lead, Fraud you will:

• Lead a team of 13 to 15 Fraud Associates, including 1:1 coaching, performance reviews, and career development conversations
• Coach the team against key operational targets, using performance data to identify trends and close gaps in efficiency and accuracy
• Serve as the team's escalation point for complex, high-risk fraud cases and difficult customer situations, applying fraud policy and looping in Fraud leadership on the highest-risk or most novel scenarios
• Build an inclusive team culture of trust, accountability, and open communication, recognizing individual and team wins
• Manage day-to-day team logistics: schedule adherence, time-off coverage, project assignments, and staffing through peak periods
• Translate company strategy and policy updates into clear, actionable direction for your team

You'll thrive in this role if:

• You've led a customer operations, risk, or fraud team before and genuinely enjoy the coaching side of management, not just the metrics side
• You can read a performance dashboard and turn it into a specific coaching conversation, not just a status update
• You communicate directly and empathetically, even when the conversation is a hard one
• You're comfortable making a call on a high-risk case with incomplete information, and know when to escalate instead of guessing
• You want to help build a fraud operations practice that's still taking shape, not just run one that's already finished

Minimum qualifications:

• 3+ years of experience leading customer operations, risk, or fraud teams, with a track record of hiring, coaching, and developing direct reports
• Working knowledge of fraud, risk operations, or credit card operations
• Comfort interpreting performance dashboards and operational data to drive coaching and performance management
• Strong verbal and written communication skills
• Ability to travel 4-6 times per year for onsite meetings and strategy sessions in Richmond, VA, or other designated U.S. locations

Preferred qualifications:

• Experience in fintech, banking, or another highly regulated customer operations environment
• A track record of guiding teams through periods of rapid growth or process change

Compensation:

Annual full-time starting base salary range: $55,000 - $70,000

This role is eligible for additional compensation in the forms of participation in our annual incentive and equity programs.

Pay is based on factors such as work experience, education, certification(s), training, skills, and competencies related to the role. Mission Lane also offers a comprehensive benefits plan, which includes paid time off, 401(k) match, a monthly wellness stipend, health/dental/vision insurance options, disability coverage, paid parental leave, flexible spending account (for childcare and healthcare), life insurance, and a remote-first work environment.