Operations Manager, Collections & Recoveries

About Mission Lane

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.

The Role

We're looking for a proven collections manager with a track record of building accountability and developing people to join us as Operations Manager, Collections & Recoveries.

Mission Lane serves millions of people who are working to build real financial stability, and collections is one of the most consequential moments in that relationship. It's also one of the most important levers in the business. We've made a serious, multi-year commitment to building a collections function that gets this right, and this role is where that commitment meets the ground.

You'll report to the Director, Collections & Recoveries, work remotely with required travel, and own the day-to-day performance of Mission Lane's live agent collections teams. Your work will shape how the team develops, how the metrics move, and whether the plan becomes reality.

The impact you’ll make

You'll be the operational force behind a multi-year maturity roadmap, responsible for making the plan real, every single day. In your first year, you'll establish measurable performance baselines, build out a performance management infrastructure that actually holds, and show credible early progress toward substantially improved collections outcomes. The work is concrete: workflows, capacity, coaching, accountability. You'll be responsible for the team's results and for building the kind of manager depth that makes those results sustainable.

You’ll thrive in this role if

• You run on execution. You manage real-time workflows, solve bottlenecks before they compound, and hold your team to daily, weekly, and monthly performance standards without losing the thread on longer-horizon goals.
• You know collections deeply. You've spent years in the discipline and have specific experience building accountability structures that change behavior (not just measure it).
• You develop people as seriously as you manage performance. Your direct reports get better because of you. Skip-level leaders trust your judgment.
• You've led distributed teams and figured out what it takes. You have a real, tested point of view on how to maintain standards, culture, and engagement when you're not in the same room.
• You've been through organizational change and come out with results. You know how to move people through ambiguity without losing momentum.

Minimum Qualifications

• 7+ years of progressive collections experience, with hands-on experience managing collections teams and a track record of improving performance outcomes
• Demonstrated ability to manage daily operations in a high-volume collections environment: workflows, capacity planning, real-time problem-solving, and performance tracking
• Experience building and running performance management frameworks: goal-setting, feedback cycles, clear expectations, and accountability at every level
• Proven track record of developing front-line managers and building leadership depth within a collections organization
• Strong communication skills with the ability to translate operational realities clearly to senior leadership and hold the line on standards with front-line teams
• Ability to travel as required, approximately 6+ times per year.

Preferred Qualifications

• Experience operating within a maturing or transforming collections function