Senior Business Manager, Operations

Mission Lane

3h•$160,000 - $180,000•Remote

About The Position

Mission Lane is seeking a senior analytical leader to own contact strategy for delinquent customer outreach. This role reports to the Director of Customer Recovery Strategy, Analytics and Operational Infrastructure. The Senior Business Manager will leverage data to develop strategies for optimizing delinquent customer outreach, identifying specific signals, and transforming the contact strategy into a clearer path forward for customers. The impact includes building data-backed, customized outreach schedules based on Champion/Challenger testing across various channels (test, email, phone) to maximize engagement with past-due customers and support debt resolution. Within the first year, the goal is to establish a tested, data-backed understanding of the optimal channel mix for different customer segments and create a roadmap for future contact strategy.

Requirements

5+ years of analytics experience, in financial services, contact/outreach strategy, or collections and recovery.
Hands-on experience running A/B or Champion/Challenger tests to compare channel or messaging performance.
Proficiency in SQL, with familiarity in Python.
A track record of independently resolving complex problems and serving as a go-to resource on contact or engagement strategy.
Proven experience leading complex, cross-functional projects involving multiple teams and stakeholders.
Experience translating broader business strategy into a functional roadmap for customer contact or engagement.
A track record of partnering with senior or executive leadership to shape strategy, not just execute against it.

Nice To Haves

Direct experience in collections and recovery strategy (or similar contact/outreach strategic analysis experience).
Familiarity with AI-driven contact channels (voicebots, chatbots, or outbound AI agents).

Responsibilities

Building data-backed, customized outreach schedules based on learnings from Champion / Challenger testing across test, email, and phone calls.
Ensuring the best possible change to engage with past due customers to support them in resolving their debt.
Developing a tested, data-backed view of which channel mix works best for which customer segments.
Creating a roadmap for where contact strategy goes next.
Owning ambiguity and building the playbook for how Mission Lane should segment and reach delinquent customers based on their individual needs.
Navigating the tradeoffs between customer experience, risk, and operational cost.
Performing hands-on analysis to inform strategy.
Summarizing analysis to report the strategic roadmap to senior leaders.
Translating broader business strategy into a functional roadmap for customer contact or engagement.
Partnering with senior or executive leadership to shape strategy.