Senior Director, Servicing Operations
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. Sound like a mission you can get behind?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. The impact you'll make: 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. As Senior Director, Servicing Operations, you will: 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. You'll thrive in this role if: 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. Minimum Qualifications: 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 Compensation: Annual full-time starting base salary range: $184,000 - $216,000 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...