Mission Lane - Senior Director, Servicing Operations
Requirements
• 10+ years leading contact center or back office servicing operations, including managing in-house teams and holding third-party or outsourced sites accountable to service levels • 10+ years of people management experience, including managing other managers and developing them to grow their own teams • Experience in a regulated financial services or fintech environment, where you understand how compliance and complaint-handling requirements shape service operations • A track record of building strategy for a service or operations function • A track record of hitting operational targets and fixing problems fast when something slips • Strong influence and communication skills, built from getting buy-in with frontline agents to executives and everyone in between • Ability to travel for in-person team collaboration (~4-6 times per year) and to visit contact center sites as needed
Responsibilities
• You've built a strategy without a template to follow. • You've led work that reached beyond your own team to move something company-wide. • You build real trust with the people on your team, whether they're on your in-house remote team or work for an outsourcing partner.
Benefits
• Annual full-time starting base salary range: $167,000 - $209,000 • 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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