Mission Lane - Senior Operations Lead, Fraud
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 • A track record of guiding teams through periods of rapid growth or process change
Responsibilities
• 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
Benefits
• 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. • 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.
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