Senior Operations Lead, Fraud

Accountabilities

• • Lead and develop a team of 13–15 Fraud Associates through regular one-on-one coaching, performance reviews, career conversations, and ongoing feedback.

  • Monitor operational performance and use dashboards, trends, and other data to identify gaps and translate findings into targeted coaching and improvement actions.

  • Serve as an escalation point for complex or high-risk fraud cases and challenging customer situations, applying established policies and escalating novel or particularly sensitive matters when appropriate.

  • Manage daily team operations, including schedule adherence, time-off coverage, staffing requirements, project assignments, and support during periods of increased demand.

  • Translate business strategy, policy changes, and operational updates into clear and actionable guidance for the team.

  • Foster an inclusive and accountable team environment built around trust, open communication, collaboration, and recognition of individual and collective achievements.

  • Contribute to the continued development of fraud operations processes, including coaching approaches, escalation practices, and workflows as the function evolves.

  • Support teams through periods of growth and process change while maintaining service quality, operational consistency, and appropriate fraud controls.

  Requirements

  • 3+ years of experience directly leading customer operations, risk, or fraud teams, including hiring, coaching, and developing direct reports.

  • Working knowledge of fraud operations, risk management, credit card operations, or a closely related financial-services environment.

  • Demonstrated ability to interpret operational dashboards and performance data and turn insights into specific coaching and performance-management actions.

  • Strong verbal and written communication skills, with the ability to communicate directly, clearly, and empathetically in both routine and challenging situations.

  • Sound judgment when handling high-risk or ambiguous cases, including the ability to recognize when additional escalation or guidance is required.

  • Strong organizational skills and the ability to manage competing priorities while maintaining operational focus and team engagement.

  • A collaborative, people-oriented management style with a genuine interest in employee development and coaching.

  • Adaptability and resourcefulness in environments where processes are evolving and leaders are expected to help build practical solutions.

  • Ability to travel approximately 4–6 times per year for onsite meetings and strategy sessions in Richmond, Virginia, or other designated U.S. locations.

  • Preferred: experience in fintech, banking, or another highly regulated customer operations environment.

  • Preferred: experience leading teams through rapid growth, organizational change, or evolving operational processes.

  Benefits

  • Annual full-time starting base salary of $55,000–$70,000.

  • Eligibility for additional compensation through annual incentive and equity programs.

  • Comprehensive benefits package including health, dental, and vision insurance options.

  • 401(k) match.

  • Paid time off.

  • Monthly wellness stipend.

  • Disability coverage.

  • Paid parental leave.

  • Flexible spending accounts for childcare and healthcare.

  • Life insurance.

  • Remote-first work environment.

  • Opportunities to contribute to the development and evolution of a growing fraud operations function.

  • Periodic onsite meetings and strategy sessions to support collaboration and team development.