Senior Operations Lead, Servicing

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 an inspirational people manager with customer operations expertise to join our Servicing Team as Senior Operations Lead.

The Impact You’ll Make

You’ll drive forward our mission of enabling financial progress by empowering your team to deliver exceptional customer experiences while meeting operational performance expectations. 

Through coaching, collaboration, and a focus on operational excellence, you will play a pivotal role in ensuring our cardholders receive the high-quality support they need to succeed.

As Senior Operations Lead, you will:

• Provide continuous feedback, conduct performance reviews, and support team members' development to help them excel in their roles.
• Create a culture of trust, collaboration, and accountability by promoting open communication and supporting individual and team well-being.
• Analyze team and individual data (e.g. CSAT, AHT, and adherence) to identify improvement areas and coach team members toward their goals.
• Partner closely with Workforce Management, Learning, and Quality Management teams to identify trends, address performance gaps, and drive continuous improvement.
• Ensure all policies, procedures, and compliance standards are followed consistently to protect our customers and the organization.
• Lead local initiatives and contribute to cross-functional projects that enhance the overall customer experience.

Minimum Qualifications

• Experience managing frontline agents in a virtual contact center environment, ideally with a team size of 10 or more.
• Strong coaching and performance management skills with a proven ability to inspire and influence others.
• Experience with interviewing, candidate selection, and managing employment actions in accordance with company policy.
• Comfort using data to guide decisions, identify trends, and drive sustained performance improvement.
• Clear, direct communication skills with the ability to balance empathy and accountability.
• Ability to thrive in a fast-paced, change-driven environment.
• Flexibility to work remotely and travel to onsite meetings 4-6 times a year in Richmond, VA or other locations in the US, as required. 

Preferred Qualifications

• Previous experience in a FinTech or another highly regulated professional environment.
• Experience navigating change management during periods of rapid organizational growth.

Compensation

Annual full-time base salary range:  $59,000 - $65,000

Additional compensation in the form(s) of participation in our annual incentive program and equity are dependent on role.  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 unlimited 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-friendly work environment.

 

About Mission Lane:

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 be