Note: The job is a remote job and is open to candidates in USA. Mission Lane is a purpose-driven fintech company focused on providing better credit solutions to underserved consumers. They are seeking a Senior Director of Servicing Operations to develop and execute the strategy for customer servicing and back office fulfillment, ensuring high-quality service and operational efficiency.
Responsibilities
- Set the 3 year strategy and vision for both customer-facing servicing and back office fulfillment, and build the roadmap yourself
- 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
Skills
- 10+ years leading contact center 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
Benefits
- Participation in our annual incentive and equity programs
- 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
- Remote-first work environment
Company Overview