Senior Operations Lead, Fraud

The role

You will lead a team of 13 to 15 Fraud Associates to protect cardholders and the company from fraudulent activity. You will manage coaching, performance reviews, and day-to-day team logistics using performance data.

What you will do

• Lead a team of 13 to 15 Fraud Associates
• Conduct 1:1 coaching, performance reviews, and career development conversations
• Coach the team against key operational targets using performance data
• Serve as the escalation point for complex, high-risk fraud cases and difficult customer situations
• Build an inclusive team culture of trust, accountability, and open communication
• Manage day-to-day team logistics including schedule adherence, time-off coverage, and staffing
• Translate company strategy and policy updates into actionable direction

Required qualifications

• 3+ years of experience leading customer operations, risk, or fraud teams
• 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
• Strong verbal and written communication skills
• Ability to travel 4-6 times per year for onsite meetings in Richmond, VA, or other designated U.S. locations

Nice to have

• 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

Benefits

• Paid time off
• 401(k) match
• Monthly wellness stipend
• Health/dental/vision insurance options
• Disability coverage
• Paid parental leave
• Flexible spending account for childcare and healthcare
• Life insurance
• Remote-first work environment

Before you apply

• Mission Lane is not sponsoring new applicant employment authorization
• No third-party recruiters
• Providing untruthful information may result in removal from the hiring process, disqualification, or termination

About the company

Mission Lane is a purpose-driven fintech company based in the U.S. with headquarters in Richmond, Virginia. The company offers credit cards with clear terms to people working to improve their credit.