[Hiring] Senior Manager, Operations Transformation @Mission Lane

Role Description

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.

The impact you'll make:

• 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:

• 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.

You’ll thrive in this role if:

• You've worked inside an operations function and understand what happens when a change creates second-order problems no one anticipated.
• You have a strong problem-solving skillset; you break down complex, ambiguous problems into consumable components, leveraging data and analytics.
• You don't need a complete map to move; this path is genuinely new, and that's what's exciting about it.
• You know how to hold cross-functional teams accountable without formal authority.
• You're curious about new ways to improve how operations work, whether that's through technology, process, or team design, and that curiosity shows up in how you work.

Qualifications

• 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

Preferred Qualifications

• 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

Compensation

• Annual full-time starting base salary range: $136,000 - $162,000
• This role is eligible for additional compensation in the forms of participation in our annual incentive and equity programs.
• Pay is based on factors such as work experience, education, certification(s), training, skills, and competencies related to the role.
• Mission Lane also offers a comprehensive benefits plan, which includes:
• Paid time off
• 401(k) match
• Monthly wellness stipend
• Health/dental/vision insurance options
• Disability coverage
• Paid parental leave
• Flexible spending account (for childcare and healthcare)
• Life insurance
• Remote-first work environment