Senior Operations Lead, Fraud

This is a fully remote position, open to applicants in Virginia.

📋 Description

• Lead a group of 13 to 15 Fraud Associates, including individualized coaching, performance evaluations, and discussions on career development.

• Guide the team towards achieving key operational goals by utilizing performance data to identify trends and address gaps in efficiency and accuracy.

• Act as the primary escalation point for complex, high-risk fraud cases and challenging customer interactions.

• Implement fraud policies and engage Fraud leadership in the most critical or innovative scenarios.

• Foster an inclusive team culture characterized by trust, accountability, and transparent communication.

• Oversee team logistics, including adherence to schedules, coverage for time-off, project assignments, and staffing during peak periods.

• Translate company strategy and policy updates into clear, actionable guidance for the team.

⛳️ Requirements

• A minimum of 3 years of experience in leading customer operations, risk, or fraud teams, demonstrating a successful track record in hiring, coaching, and developing direct reports.

• Proficient understanding of fraud, risk operations, or credit card operations.

• Comfortable interpreting performance dashboards and operational data to enhance coaching and performance management.

• Excellent verbal and written communication skills.

• Willingness to travel 4-6 times annually for onsite meetings and strategy sessions in Richmond, VA, or other designated locations within the U.S.

• Experience in fintech, banking, or another highly regulated customer operations environment is preferred.

• Proven experience in leading teams through periods of rapid growth or process transformation is preferred.

• Mission Lane does not provide sponsorship for employment authorization for new applicants.

🏝️ Benefits

• Eligibility for an annual incentive program.

• Participation in an equity program.

• Paid time off.

• 401(k) match.

• Monthly wellness stipend.

• Options for health insurance.

• Options for dental insurance.

• Options for vision insurance.

• Disability coverage.

• Paid parental leave.

• Flexible spending account for childcare and healthcare expenses.

• Life insurance.

• Remote-first work environment.