Senior Manager - Operations Transformation

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 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. 

You will:

• 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 plan for that.
• 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.

Minimum 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, a monthly wellness stipend, health/dental/vision insurance options, disability coverage, paid parental leave, flexible spending account (for childcare and healthcare), life insurance, and a remote-first work environment.