Senior Manager, Operations Transformation

Job description

Mission Lane is combining the power of data, technology, and exceptional service to pave a clear way forward for millions of people on the path to financial success. By attracting top talent and leveraging cutting-edge technology, we’re enabling people to unlock real financial progress. Sound like a mission you can get behind? **We're looking for a Senior Manager, Operations Transformation** to own the strategy and execution behind Mission Lane's operations transformation work, in a newly created role reporting to the Sr. Director of Operations. **The impact you'll make:** Every Mission Lane customer who reaches out to us is in the middle of something: a question, a situation to work through, a next step they're working toward. How well our contact center operations run determines how quickly our customers keep moving. You'll be the one who makes them run better, and better, and better again. This isn't maintenance work. You will build the next version of how Mission Lane runs, one improvement at a time. As Senior Manager, Operations Transformation, you’ll have the scope and autonomy to size up where the operation has room to grow, whether through AI and automation, process redesign, or new ways of working. You’ll own the intent and execution end-to-end, shaping what the transformation work should accomplish and coordinating the people doing it. **You will:** - 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'll thrive in this role if:** - 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. **Minimum Qualifications:** - 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 transformation work without a playbook and earning executive trust through the work - Ability to travel approximately four times a year for two to five days at a time **Preferred Qualifications:** - Experience implementing or overseeing technology or process changes in an operations context, such as AI, automation, or workflow redesign - Background in financial services or consumer-facing products - Genuine curiosity about how technology and process changes can improve operations, and optimism about the work of figuring it out **Compensation:** 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. **About Mission Lane:** Founded in December 2018, [Mission Lane](https://www.missionlane.com/about) 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.** Mission Lane is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, or any other protected status. Mission Lane provides reasonable accommodations to applicants who need them for medical or religious reasons, as required by law. Applicants can initiate an accommodation request by contacting [peopleexperience@missionlane.com](mailto:peopleexperience@missionlane.com). Mission Lane is not sponsoring new applicant employment authorization and please, no third-party recruiters. --- **Application Integrity:** Our cardholders trust us with their financial well-being, and this trust starts with the integrity of the people on our team. We're looking for team members who share our dedication to transparency and truth. Please verify that the information in your application is accurate and complete. *Providing any information to Mission Lane that is not completely truthful at any point during the application or hiring process may result in removal from the hiring process, disqualification from future opportunities, withdrawal of an offer or other sanctions for candidates and, in addition for employees, disciplinary action, up to and including termination of employment.*