Senior Operations Lead, Contact Center Specialty Operations (Remote Friendly)

Mission Lane’s Specialty Operations Team empowers the delivery of remarkable experiences in key moments that matter in our customers’ lives. 

We’re looking for a people leader with experience managing Specialty Operations/Back Office processes in a Contact Center environment to join us as Senior 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 play a key role in the design and implementation of our overall Specialty Operations strategy, as well as driving continuous process improvement while we scale. Day-to-day, you’ll lead a team of approximately 15 tenured customer advocates, as they simplify life for our front-line customer service agents and customers. Your team will guide tricky business problems to the right strategic solutions - quickly. Along the way, you’ll continually improve and innovate, as Mission Lane grows rapidly into a household name.

As Senior Operations Lead, you will:

• Lead a team of non-exempt operations associates who execute on cases involving bankruptcy, deceased, hardship, credit bureau disputes, etc.
• Drive a “well managed” mindset to ensure proper processes and controls are designed, aligned and maintained with enterprise and regulatory standards
• Monitor trends to measure effectiveness of the operation to ensure regulatory compliance, quality, productivity, and customer experience targets are met.
• Educate and gain buy-in from key stakeholders concerning the utilization of people, process, and technology to ensure appropriate execution each and every time.
• Identify root causes of risk issues and events to drive process improvements mitigating these risks.
• Lead end-to-end delivery and process transformation and continuous improvement for Bankruptcy, SCRA, and / or Credit Bureau Disputes

You'll thrive in this role if:

• You have deep experience managing Specialty Operations/Back Office processes to hit multiple service level targets.
• You’re a proven people leader, experienced in motivating teams to deliver flawless execution of operational processes.
• You’ve identified and driven business and process improvements that saved time and resources for your company.
• You know how to balance business needs against regulatory requirements and controls.
• You can communicate, collaborate with and influence partners across multiple levels - including business colleagues, legal, compliance, risk and enterprise stakeholders.
• You’re willing and able (and excited) to be both strategic and tactical: seeing the big picture while sweating the details, rolling up your sleeves when necessary.
• You’re excited to jump into our dynamic, fast-paced start-up environment - we’re scrappy, growing like crazy, and constantly moving and innovating!

You get bonus points for:

• Lean / Six Sigma or similar professional certificate
• Credit card experience is a double-bonus!

Our team is welcome to work from wherever they choose - from our homes, from one of our two beautiful offices located in Richmond, VA and San Francisco, CA, or a mix of both!