About the Role

Lead a team dedicated to protecting cardholders and Mission Lane from fraudulent activity, ensuring financial progress for thousands of individuals.

Lead and coach a team of 13-15 Fraud Associates, focusing on performance, development, and career growth.
Coach the team against key operational targets, using data to identify trends and improve efficiency and accuracy.
Serve as the escalation point for complex fraud cases and difficult customer situations, applying fraud policy.
Build an inclusive team culture of trust, accountability, and open communication.
Manage day-to-day team logistics, including scheduling, coverage, and staffing.
Translate company strategy and policy updates into clear, actionable direction for the team.

3+ years of experience leading customer operations, risk, or fraud teams, with a proven track record of hiring, coaching, and developing direct reports.
Working knowledge of fraud, risk operations, or credit card operations.
Ability to interpret performance dashboards and operational data to drive coaching and performance management.
Strong verbal and written communication skills.
Comfort making decisions on high-risk cases with incomplete information and knowing when to escalate.

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.

Senior Operations Lead, Fraud