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.