Operations Lead, New Product Development Servicing (Remote Friendly)

We're looking for an inspirational people manager with strong coaching experience, an entrepreneurial spirit and creative problem solving strength to join our New Product Development (NPD) Servicing team as an Operations Lead.

This is a unique opportunity to lead at a company that's on the verge of becoming the household name in financial products for the 50% of Americans who are not served by traditional financial institutions.

The impact you'll make:

You'll drive forward our mission of financial inclusion by motivating our associates to live out our values on a daily basis, as they communicate with our customers.  This position will require working both independently and collaboratively to push the newly formed NPD Operations team forward in support of growing scale, product complexity and maturity.

As a manager in a new, fast growing company, you'll also play a key role in the constant evolution of our servicing ecosystem, as we continue to grow.

You will:

• Assist with the creation of this new servicing department by leveraging a solid balance of customer servicing expertise, process/project management and communications skills  
• Lead, coach & grow the team to meet the increasing needs or the business
• Be comfortable & show evidence of success working in an environment that does not have an established set of policies and procedures and guardrails 
• Lead the team through this ambiguity and play a critical part in establishing norms, building processes & setting standards 
• Operate effectively in multiple areas of the business and bring a strong problem-solving approach to new situations in a consistently variable environment  
• Interact directly with associates across Mission Lane - educate the organization about the realities of NPD, and represent the needs of the NPD business in various forums - looking out for impacts & needs that other teams may not be considering. Additionally, play a key role in the tight feedback loop from operations to product teams building & testing new products in the market across NPD
• Interact with & influence external servicing parties to achieve business objectives
• Be expected to make decisions based on an understanding of the priorities of the business and experience - most often without precedent as a guide

You'll thrive in this role if you have:

• Managed a team in a call center environment for 2+ years (required)
• Demonstrated experience motivating and coaching a team to deliver truly exceptional results
• Ability to perform strategically and tactically - willing and able to roll up your sleeves in a dynamic environment
• Ability to communicate clearly, concisely and confidently - in writing and verbally and have strong listening skills
• A passion to deliver the best possible customer experience
• Experience rapidly adapting to changing circumstances and an ability to lead through ambiguity 
• Critical thinking & skill integrating information from multiple sources to form action plans
• Comfort operating in ambiguity, willingness to probe to gain understanding, and ability to internalize a constant trade-off between speed & rigor in an environment with few long-standing, established processes
• Comfort learning & working in various customer service tools at the same time (e.g. Google Suite, Marqeta, Peach, TSYS, etc.)
• Excellent ability to juggle multiple, different & competing priorities
• Experience partnering with  & influencing outside vendor contacts to deliver on business results