Mission Lane - Operations Manager, Collections & Recoveries
Requirements
• 7+ years of progressive collections experience, with hands-on experience managing collections teams and a track record of improving performance outcomes • Demonstrated ability to manage daily operations in a high-volume collections environment: workflows, capacity planning, real-time problem-solving, and performance tracking • Experience building and running performance management frameworks: goal-setting, feedback cycles, clear expectations, and accountability at every level • Proven track record of developing front-line managers and building leadership depth within a collections organization • Strong communication skills with the ability to translate operational realities clearly to senior leadership and hold the line on standards with front-line teams • Ability to travel as required, approximately 6+ times per year. • Experience operating within a maturing or transforming collections function
Responsibilities
• You run on execution. You manage real-time workflows, solve bottlenecks before they compound, and hold your team to daily, weekly, and monthly performance standards without losing the thread on longer-horizon goals. • You know collections deeply. You've spent years in the discipline and have specific experience building accountability structures that change behavior (not just measure it). • You develop people as seriously as you manage performance. Your direct reports get better because of you. Skip-level leaders trust your judgment. • You've led distributed teams and figured out what it takes. You have a real, tested point of view on how to maintain standards, culture, and engagement when you're not in the same room. • You've been through organizational change and come out with results. You know how to move people through ambiguity without losing momentum.
Benefits
• Annual full-time starting base salary range: $89,000-$116,000 • 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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