Mission Lane - Senior Manager, Operations Transformation
Requirements
• 5+ years of program or project management experience • 5+ years of operations leadership, including contact center or customer operations • Strong foundation in strategy development with a track record of driving results through cross-functional teams in ambiguous environments • Structured, data-driven problem solver with a bias for action • Comfortable owning an agenda without a playbook and earning executive trust through the work • Experience implementing or overseeing AI or automation tools in an operations context • Background in financial services or consumer-facing products • Genuine curiosity about what AI can do in an operational context and optimism about the work of figuring it out
Responsibilities
• Prioritize the problems worth solving and size them for Mission Lane's context. • Evaluate vendors and solutions, and build the business case for the ones worth pursuing. • Sequence the work and partner with Product, Engineering, Operations, and vendors to move the work forward. • Deliver outcomes that matter, including cost, quality, and customer experience. • Establish the governance to sustain and improve the work. • You've worked inside an operations function and understand what happens when a change creates second-order problems no one anticipated. You plan for that. • You have a strong problem solving skillset; you break down complex, ambiguous problems into consumable components, leveraging data and analytics. • You don't need a complete map to move. This path is genuinely new, and that's what's exciting about it. • You know how to hold cross-functional teams accountable without formal authority. • You're curious about new ways to improve how operations work, whether that's through technology, process, or team design, and that curiosity shows up in how you work.
Benefits
• Annual full-time starting base salary range: $136,000 - $162,000 • 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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