Senior Operations Lead, Fraud

Every day, cardholders face the stress of unexpected charges. As Senior Operations Lead, Fraud, you’ll build a team and coaching framework to detect and resolve fraudulent transactions swiftly, ensuring cardholders’ progress remains uninterrupted.

The challenge lies in balancing fraud prevention with seamless customer experience—maintaining accuracy and efficiency under pressure. You’ll analyze performance data to refine team behaviors, ensuring consistent results.

Fraud Operations at Mission Lane is still evolving. This role offers the opportunity to shape processes, coaching strategies, and escalation protocols rather than executing pre-defined systems.

Key Responsibilities:

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

Ideal Candidate:

• Proven experience leading customer operations, risk, or fraud teams with a passion for coaching over metrics.
• Ability to interpret performance dashboards and translate them into specific coaching conversations.
• Strong communication skills, even in challenging or sensitive situations.
• Confidence in making high-risk decisions with incomplete information and knowing when to escalate.
• Interest in building a fraud operations practice from the ground up.

Minimum Qualifications:

• 3+ years of experience leading customer operations, risk, or fraud teams, including 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 highly regulated customer operations environments.
• A track record of guiding teams through periods of rapid growth or process change.