Senior Director, Servicing Operations

Mission Lane

7d•$167,000 - $209,000•Remote

About The Position

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. We're looking for a Senior Director of Servicing Operations to own the strategy and execution of customer servicing and back office fulfillment, reporting to the SVP of Operations. A Mission Lane customer is on the phone or in the app right now, working through a question about their account. They're not just a ticket to close. They're a person with a goal, and how this moment goes is how they know Mission Lane is on their side. The Senior Director of Servicing Operations makes sure these moments land right; building the strategy, teams, and standards that turn everyday service into real progress for the people we serve.

Requirements

10+ years leading contact center or back office servicing operations, including managing in-house teams and holding third-party or outsourced sites accountable to service levels
10+ years of people management experience, including managing other managers and developing them to grow their own teams
Experience in a regulated financial services or fintech environment, where you understand how compliance and complaint-handling requirements shape service operations
A track record of building strategy for a service or operations function
A track record of hitting operational targets and fixing problems fast when something slips
Strong influence and communication skills, built from getting buy-in with frontline agents to executives and everyone in between
Ability to travel for in-person team collaboration (~4-6 times per year) and to visit contact center sites as needed

Nice To Haves

You've built a strategy without a template to follow.
You've led work that reached beyond your own team to move something company-wide.
You build real trust with the people on your team, whether they're on your in-house remote team or work for an outsourcing partner.

Responsibilities

Set the 3-year vision and strategy for both customer-facing servicing and back office fulfillment, building the roadmap largely on your own.
Own the day-to-day: keeping resolution speed, quality scores, cost and efficiency, and associate engagement on target, and stepping in with a remediation plan the moment any of them slip.
Build a team, in-house and through our contact center partners, that people want to stay and grow in.
Become the person the SVP and other senior leaders call when they need a read on where servicing should go next.