Note: The job is a remote job and is open to candidates in USA. Mission Lane is a purpose-driven fintech company using data, technology, and exceptional service to help consumers achieve financial progress. The Senior Manager, Operations Transformation will own the strategy and end-to-end execution of transformation initiatives across contact center and customer operations, including AI, automation, process redesign, and new ways of working. The role will prioritize opportunities, evaluate solutions, coordinate cross-functional teams, deliver operational and customer outcomes, and establish governance for continuous improvement.
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
Skills
- 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
- 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
Benefits
- Participation in the annual incentive program
- Participation in the equity program
- Paid time off
- 401(k) match
- Monthly wellness stipend
- Health, dental, and vision insurance options
- Disability coverage
- Paid parental leave
- Flexible spending account for childcare and healthcare
- Life insurance
- Remote-first work environment
Company Overview