Operations Manager, Collections & Recoveries

Mission Lane

3d•$89,000 - $116,000•Remote

About The Position

Mission Lane is seeking a proven collections manager with a track record of building accountability and developing people to join us as Operations Manager, Collections & Recoveries. This role is crucial for building a collections function that serves millions of people working to build financial stability. The Operations Manager will report to the Director, Collections & Recoveries, work remotely with required travel, and own the day-to-day performance of Mission Lane's live agent collections teams. The work involves shaping team development, influencing metrics, and ensuring the plan becomes reality. The Operations Manager will be the operational force behind a multi-year maturity roadmap, responsible for making the plan real every day. Key responsibilities include establishing performance baselines, building a performance management infrastructure, and showing progress toward improved collections outcomes through concrete work on workflows, capacity, coaching, and accountability. The role requires building sustainable results and manager depth.

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.

Nice To Haves

Experience operating within a maturing or transforming collections function.

Responsibilities

Own the day-to-day performance of Mission Lane's live agent collections teams.
Be the operational force behind a multi-year maturity roadmap, responsible for making the plan real, every single day.
Establish measurable performance baselines.
Build out a performance management infrastructure that actually holds.
Show credible early progress toward substantially improved collections outcomes.
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.
Build accountability structures that change behavior.
Develop front-line managers and build leadership depth within a collections organization.
Maintain standards, culture, and engagement when leading distributed teams.
Move people through ambiguity without losing momentum during organizational change.