Operations Senior Manager, AI

About the Role

We're looking for an Operations Senior Manager, AI to own Mission Lane's operations AI agenda from strategy through execution, in a newly created role reporting to the Sr. Director of Operations.

Every time a Mission Lane customer interacts with our contact center, they're in the middle of something. It could be a question they need answered, something to resolve, or a next step they're working toward. Getting the right information quickly keeps them moving, and how well our contact center operations run determines how consistently that happens. AI is central to how we keep improving that experience for our customers. That’s the work of the Operations Senior Manager, AI.

The Impact You'll Make

You'll have the scope and autonomy to develop and deliver an AI Operations strategy from the ground up: identifying problems where meaningful AI solutions exist, sizing the problems within the Mission Lane context, evaluating vendors, making the business cases, sequencing the work. You'll work with cross-functional teams across Product, Engineering, vendors, and Operations to execute it.

Your success will be measured on outcomes that matter, including cost, quality, and customer experience. What matters most in year one, though, is getting the agenda right, building the cross-functional trust to move it forward, and establishing the governance needed to maintain and continuously improve the AI use cases.

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 own the intent, not just the workstream. You're here to decide what the AI agenda should accomplish, not just coordinate the people doing the work.
• 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 what AI can actually do in an operational context, 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 an agenda 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 AI or automation tools in an operations context
• Background in financial services or consumer-facing products
• Genuine curiosity about what AI can do in an operational context 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.