Senior Operations Lead, Fraud - Mission Lane

About the Role

Mission Lane is looking for a Senior Operations Lead, Fraud to lead a team of Fraud Associates. You will be responsible for protecting cardholders and the company from fraudulent activity while balancing the need for a frictionless customer experience. You will report to the Principal Operations Lead and play a key role in shaping the team's playbook, coaching rhythms, and operational processes.

Key Responsibilities

• Team Leadership: Lead a team of 13–15 Fraud Associates, providing 1:1 coaching, performance reviews, and career development.
• Performance Management: Coach the team against operational targets, using data to identify trends and close gaps in efficiency and accuracy.
• Escalation Point: Serve as the primary point of contact for complex, high-risk fraud cases and difficult customer situations.
• Culture Building: Foster an inclusive team culture of trust, accountability, and open communication.
• Logistics: Manage day-to-day team operations, including scheduling, time-off coverage, and staffing during peak periods.
• Strategy: Translate company strategy and policy updates into actionable direction for your team.

Qualifications

• 3+ years of experience leading customer operations, risk, or fraud teams.
• Proven track record of hiring, coaching, and developing direct reports.
• Working knowledge of fraud, risk operations, or credit card operations.
• Strong ability to interpret performance dashboards and operational data.
• Excellent verbal and written communication skills.
• Travel Requirement: Ability to travel 4–6 times per year for onsite meetings in Richmond, VA, or other U.S. locations.

Preferred Qualifications

• Experience in fintech, banking, or highly regulated customer operations environments.
• Experience guiding teams through rapid growth or significant process change.

Compensation & Benefits

• Base Salary: $55,000 - $70,000 annually.
• Incentives: Eligible for annual incentive and equity programs.
• Benefits: Comprehensive plan including PTO, 401(k) match, wellness stipend, health/dental/vision insurance, disability coverage, paid parental leave, and life insurance.