Operations Senior Manager, AI
About The Position
Mission Lane is seeking an Operations Senior Manager, AI to lead the company's operations AI strategy from conception to implementation. This new role reports to the Sr. Director of Operations and is crucial for enhancing customer experience in the contact center through AI. The position involves identifying AI opportunities, assessing their impact within Mission Lane, evaluating vendors, building business cases, and prioritizing initiatives. Collaboration with cross-functional teams including Product, Engineering, vendors, and Operations is essential for execution. Success will be measured by improvements in cost, quality, and customer experience, with a primary focus in the first year on establishing the AI agenda, building cross-functional trust, and implementing governance for continuous improvement.
Requirements
- 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 an agenda without a playbook and earning executive trust through the work
Nice To Haves
- Experience implementing or overseeing AI or automation tools in an operations context
- Background in financial services or consumer-facing products
- Genuine curiosity about what AI can do in an operational context and optimism about the work of figuring it out
Responsibilities
- Develop and deliver an AI Operations strategy from the ground up.
- Identify problems where meaningful AI solutions exist.
- Size the problems within the Mission Lane context.
- Evaluate vendors.
- Make business cases for AI initiatives.
- Sequence the work for AI implementation.
- Work with cross-functional teams across Product, Engineering, vendors, and Operations to execute the AI strategy.
- Establish governance needed to maintain and continuously improve AI use cases.
Benefits
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
