Senior Director, Servicing Operations
About the role
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: $167,000 - $209,000
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, 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, and a remote-first work environment.