Senior Fraud Operations Lead

Job Summary

Leading a team of Fraud Associates, the full-time Senior Fraud Operations Lead will coach and develop staff to protect cardholders from fraudulent activity while managing day-to-day operations and driving performance improvements in a remote environment.

Key responsibilities

• Lead and develop a team of 13 to 15 Fraud Associates through coaching, performance reviews, and career development conversations
• Utilize performance data to coach the team against key operational targets, identifying trends and improving efficiency and accuracy
• Serve as the escalation point for complex fraud cases, applying fraud policy and collaborating with leadership on high-risk scenarios

Required qualifications

• 3+ years of experience leading customer operations, risk, or fraud teams with a proven track record in hiring and coaching
• Working knowledge of fraud, risk operations, or credit card operations
• Ability to interpret performance dashboards and operational data for coaching and performance management
• Willingness to travel 4-6 times per year for onsite meetings and strategy sessions
• Strong communication skills, both verbal and written