Senior Operations Lead, Servicing jobs in United States
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Mission Lane · 12 hours ago

Senior Operations Lead, Servicing

positionUnited States
timeFull-time
remoteRemote
seniorityMid, Senior Level
money$59K/yr - $65K/yr

Mission Lane is a purpose-driven fintech company based in the U.S., and they are seeking a Senior Operations Lead for their Servicing Team. The role focuses on empowering team members to deliver exceptional customer experiences while maintaining operational performance standards.

CreditFinanceFinancial Services
badNo H1Bnote

Responsibilities

Provide continuous feedback, conduct performance reviews, and support team members' development to help them excel in their roles
Create a culture of trust, collaboration, and accountability by promoting open communication and supporting individual and team well-being
Analyze team and individual data (e.g. CSAT, AHT, and adherence) to identify improvement areas and coach team members toward their goals
Partner closely with Workforce Management, Learning, and Quality Management teams to identify trends, address performance gaps, and drive continuous improvement
Ensure all policies, procedures, and compliance standards are followed consistently to protect our customers and the organization
Lead local initiatives and contribute to cross-functional projects that enhance the overall customer experience

Qualification

Customer operations expertiseCoachingPerformance managementData analysis skillsVirtual contact center experienceChange management experienceEmpathyAccountabilityClear communication skills

Required

Experience managing frontline agents in a virtual contact center environment, ideally with a team size of 10 or more
Strong coaching and performance management skills with a proven ability to inspire and influence others
Experience with interviewing, candidate selection, and managing employment actions in accordance with company policy
Comfort using data to guide decisions, identify trends, and drive sustained performance improvement
Clear, direct communication skills with the ability to balance empathy and accountability
Ability to thrive in a fast-paced, change-driven environment
Flexibility to work remotely and travel to onsite meetings 4-6 times a year in Richmond, VA or other locations in the US, as required

Preferred

Previous experience in a FinTech or another highly regulated professional environment
Experience navigating change management during periods of rapid organizational growth

Benefits

Unlimited 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-friendly work environment

Company

Mission Lane

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Glassdoor3.4
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Mission Lane is a consumer finance company dedicated to helping everyone have access to fair and clear credit. It is a sub-organization of LendUp.
dateFounded in 2018
location
Richmond, Virginia, USA
people-size501-1000 employees
web-link
https://www.missionlane.com/

Funding

Current Stage
Late Stage
Total Funding
$675M
Key Investors
Oaktree Capital Management
2024-02-16Series Unknown
2022-06-15Series Unknown· $25M
2021-10-27Series Unknown· $150M

Leadership Team

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Brandon Black
Chief Executive Officer
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Semyon Fishman
Head of Debit Card Engineering
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Recent News

Morningstar.com
KBRA Assigns Preliminary Ratings to Mission Lane Credit Card Master Trust, Series 2025-B
2025-06-24
Business Wire
KBRA Assigns Preliminary Ratings to Mission Lane Credit Card Master Trust, Series 2025-A
2025-03-12
The Motley Fool
Mission Lane Visa Review
2024-05-24
Company data provided by crunchbase