[Hiring] Senior Operations Lead, Fraud @Mission Lane

Role Description

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.

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 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.

• 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

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

Requirements

• 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

• Annual full-time starting base salary range: $55,000 - $70,000
• Eligibility for additional compensation in the forms of participation in our annual incentive and equity programs
• Comprehensive benefits plan, which includes:
• 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