Senior Operations Lead, Fraud
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Senior Fraud Operations Lead protecting Mission Lane credit cardholders from fraudulent activity. Coaching Fraud Associates and shaping scalable fraud operations processes.
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 escalation point for complex, high-risk fraud cases and difficult customer situations
- Apply fraud policy and involve Fraud leadership in the highest-risk or most novel scenarios
- Build an inclusive team culture of trust, accountability, and open communication
- Manage team logistics including 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
Requirements:
- 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 (preferred)
- A track record of guiding teams through periods of rapid growth or process change (preferred)
- Mission Lane is not sponsoring new applicant employment authorization
Benefits:
- Annual incentive program eligibility
- Equity program eligibility
- Paid time off
- 401(k) match
- Monthly wellness stipend
- Health insurance options
- Dental insurance options
- Vision insurance options
- Disability coverage
- Paid parental leave
- Flexible spending account for childcare and healthcare
- Life insurance
- Remote-first work environment
Similar Jobs
General and Operations Manager
General and Operations Managers evaluating AI-generated operational content for Mercor, which trains frontier AI models. Reviewing management workflows, staffing, budgeting, and performance decisions.
Donor Recruitment Process Manager
Donor recruitment process manager improving systems, sales processes, and operational performance for Vitalant, a nonprofit blood collection organization. Leading data-driven initiatives across nationwide donor recruitment teams.
Success Operations Analyst I
Success Operations Analyst improving customer recovery, cross-sell, and AI-enabled call-center workflows. Thumbtack connects homeowners with local home-service businesses.
Operations Coordinator
Remote Operations Coordinator coordinating public and private training logistics for Fast Lane Consulting and Education Services. Managing enrollments, courseware, virtual events, vendors, reporting, and customer support.
Homeless Services Manager, Request and Operations
Homeless Services Manager leading HMIS support operations for ICF, a global advisory and technology services provider. Managing technical support teams, customer outcomes, and operational improvement for homelessness services.
Senior Process Improvement Advisor
Senior process improvement advisor leading operational excellence initiatives for Evernorth Health Services, which delivers pharmacy, care, and benefit solutions. Improving PBM processes, quality, efficiency, and service delivery.
Customer Operations Specialist
Customer Operations Specialist supporting complex pricing operations for US Foods, a major foodservice distributor. Maintaining contracts, customer data, audits, and pricing processes remotely across the U.S.
Manager, Medical Detention Operations
Managing compliant healthcare programs across nationwide detention facilities for GardaWorld Federal Services. Overseeing staffing, audits, quality improvement, contracts, and government stakeholders.
CRM Operations Manager
CRM Operations Manager executing H&R Block’s email and lifecycle campaigns in Salesforce Marketing Cloud and Adobe Journey Optimizer. Supporting customer engagement, retention, and revenue growth.
Director of Technical Operations
Director leading hands-on AWS infrastructure, reliability, security, and IT operations at Deque. Scaling systems operations for a web accessibility software and services company.
Engineering Operations Coordinator
Engineering Operations Coordinator managing project administration, systems, billing readiness, and operational support. Supporting YA Group’s forensic consulting and engineering services.
Energy Savings Operations Analyst
Operations Analyst improving Franklin Energy’s multifamily home energy savings program through Excel tools, reporting, project management, and process enhancements.
Director, Process Improvement
Director leading process improvement and operational excellence for Alignment Health’s Medicare Advantage operations. Redesigning workflows, managing transformation initiatives, and improving member and provider outcomes.
Flight Operations Manager
Flight Operations Manager coordinating J.S. Held’s enterprise drone program. Managing fleet compliance, FAA requirements, billing, technology, vendors, and cross-functional operations.
Creative Operations Coordinator
Creative Operations Coordinator coordinating and quality-checking video projects for a performance marketing agency serving financial advisors. Managing deadlines, revisions, deliverables, and editor feedback remotely.
IP Operations Systems Specialist
IP Operations Systems Specialist maintaining patent and trademark systems for Fish & Richardson, a global intellectual property law firm. Auditing data, producing reports, and supporting automation initiatives.
Phlebotomy Operations Specialist
Phlebotomy operations specialist managing national phlebotomist networks for BillionToOne’s prenatal diagnostics. Coordinating staffing, scheduling, vendors, supplies, and Patient Service Center launches.
Senior Procurement Operations Specialist – Coupa
Senior Procurement Operations and Coupa Specialist optimizing P2P workflows, supplier onboarding, reporting, and compliance for Mercury Insurance. Supporting Coupa implementation and user adoption.
Senior Manager, Talent Operations
Senior Talent Operations Manager building recruiting systems, analytics, and processes for Zocdoc’s digital healthcare marketplace. Leading Recruiting Coordinators while scaling talent operations globally.
Senior Analyst, Sales Strategy & Operations
Senior Analyst optimizing sales operations through analytics, dashboards, and Salesforce processes. Human Interest is a fintech expanding retirement access for small and medium-sized businesses.