Note: The job is a remote job and is open to candidates in USA. Mission Lane is a purpose-driven fintech company using data, technology, and exceptional service to help people achieve financial progress. The Senior Operations Lead, Fraud will lead and develop a team of Fraud Associates, oversee fraud-case escalations and daily operations, and use performance data to improve accuracy, efficiency, and customer outcomes.
Responsibilities
- 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
Skills
- 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
- 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
- Participation in the annual incentive program
- Participation in the equity program
- Paid time off
- 401(k) match
- Monthly wellness stipend
- Health, dental, and vision insurance options
- Disability coverage
- Paid parental leave
- Flexible spending account for childcare and healthcare
- Life insurance
- Remote-first work environment
Company Overview