Senior Manager, Operations Transformation

Mission Lane

6d•$136,000 - $162,000•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 Manager, Operations Transformation to own the strategy and execution behind Mission Lane's operations transformation work, in a newly created role reporting to the Sr. Director of Operations. Every Mission Lane customer who reaches out to us is in the middle of something: a question, a situation to work through, a next step they're working toward. How well our contact center operations run determines how quickly our customers keep moving. You'll be the one who makes them run better, and better, and better again. This isn't maintenance work. You will build the next version of how Mission Lane runs, one improvement at a time. As Senior Manager, Operations Transformation, you’ll have the scope and autonomy to size up where the operation has room to grow, whether through AI and automation, process redesign, or new ways of working. You’ll own the intent and execution end-to-end, shaping what the transformation work should accomplish and coordinating the people doing it.

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 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

Nice To Haves

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

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.