Operations Lead

Mission Lane is combining the power of data, technology, and exceptional service to pave a clear way forward for millions of people on the path to financial success. By attracting top talent and leveraging cutting-edge technology, we’re enabling people to unlock real financial progress. Sound like a mission you can get behind?

We're looking for a Senior Operations Lead, Fraud to lead a team of Fraud Associates protecting cardholders and Mission Lane from fraudulent activity, reporting to the Principal Operations Lead.

Somewhere right now, one of our cardholders is checking their account after an unfamiliar charge shows up, waiting to find out whether their next few weeks get harder or stay on track. The moment your team catches that charge and clears it fast is the moment their progress keeps moving instead of stalling out. As Senior Operations Lead, Fraud, you'll build the team and the coaching rhythms that make that moment happen reliably, for thousands of cardholders at once.

Fraud tactics shift constantly, and the challenge isn't just catching bad activity, it's holding the line between stopping fraud and letting legitimate cardholders through without friction, while your team's accuracy and turnaround times hold steady under that pressure. You'll spend real time in the data behind those numbers, coaching specific behaviors that move them.

Fraud Operations at Mission Lane is still building its playbook as the team scales. You'll have real room to shape how coaching, escalation, and process improvement work here, not just execute a process someone else has already finalized.

As Senior Operations Lead, Fraud you will:

• 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

You'll thrive in this role if:

• You've led a customer operations, risk, or fraud team before and genuinely enjoy the coaching side of management, not just the metrics side
• You can read a performance dashboard and turn it into a specific coaching conversation, not just a status update
• You communicate directly and empathetically, even when the conversation is a hard one
• You're comfortable making a call on a high-risk case with incomplete information, and know when to escalate instead of guessing
• You want to help build a fraud operations practice that's still taking shape, not just run one that's already finished

Minimum qualifications:

• 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

Preferred qualifications:

• 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

Compensation:

Annual full-time starting base salary range: $55,000 - $70,000

This role is eligible for additional compensation in the forms of participation in our annual incentive and equity programs.

Pay is based on factors such as work experience, education, certification(s), training, skills, and competencies related to the role. Mission Lane also offers a comprehensive benefits plan, which includes paid time off, 401(k) match, a monthly wellness stipend, health/dental/vision insurance options, disability coverage, paid parental leave, flexible spending account (for childcare and healthcare), life insurance, and a remote-first work environment.

About Mission Lane:

Founded in December 2018, Mission Lane is a purpose-driven fintech company based in the U.S., with headquarters in Richmond, Virginia. 

It all started with a realization:  nearly fifty percent of the adult population in the U.S. doesn’t have access to a clear line of credit. Most traditional credit card companies either overlook or overcharge this group because they have less-than-perfect credit scores or no scores at all. We decided this just wouldn’t do.

In partnership with our sponsor banks, we offer credit cards under the Mission Lane brand name, with better, clearer terms, and a more refined customer experience than the alternatives available to people working hard to improve their credit. To date, over four million consumers have chosen Mission Lane, earning high customer ratings on Credit Karma for its market segment and industry leading Net Promoter scores. 

Mission Lane has cumulatively raised over $600 million of equity from leading investors, including Invus Opportunities, QED Investors, LL Funds, funds affiliated with Oaktree Capital Management, and other leading investors.

Our commitment to a workplace built on respect and dignity is guided by our core value of Unity. We believe that everyone plays a vital role in our shared purpose, and we actively cultivate an environment where all individuals have the opportunity to do their best work. By fostering a culture of empathy and collaboration, we create a strong sense of belonging and support for every team member.

Mission Lane is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, or any other protected status. 

Mission Lane provides reasonable accommodations to applicants who need them for medical or religious reasons, as required by law.  Applicants can initiate an accommodation request by contacting peopleexperience@missionlane.com.

Mission Lane is not sponsoring new applicant employment authorization and please, no third-party recruiters.

Application Integrity:

Our cardholders trust us with their financial well-being, and this trust starts with the integrity of the people on our team. We're looking for team members who share our dedication to transparency and truth. Please verify that the information in your application is accurate and complete. 

Providing any information to Mission Lane that is not completely truthful at any point during the application or hiring process may result in removal from the hiring process, disqualification from future opportunities, withdrawal of an offer or other sanctions for candidates and, in addition for employees, disciplinary action, up to and including termination of employment.