Senior Director, Servicing Operations

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🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $167k - $209k / year

⏰ Full Time

🟠 Senior

⚙️ Operations

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Mission Lane

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2018

💳 Fintech

🏦 Banking

👥 B2C

Fintech • Banking • B2C

Mission Lane is a financial services company that focuses on providing accessible credit options for individuals, particularly those underserved by traditional financial institutions. They offer the Mission Lane Visa® Credit Card, which allows applicants to see if they are approved without impacting their credit score. The company aims to support members on their financial journeys through education and tools that promote healthy financial habits, ensuring that millions of Americans have access to the resources they need to build credit and improve their financial situations.

📋 Description

• Set the 3-year vision and strategy for both customer-facing servicing and back office fulfillment, building the roadmap largely on your own. • 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.

🎯 Requirements

• 10+ years leading contact center or back office 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

🏖️ Benefits

• Paid time off • 401(k) match • Monthly wellness stipend • Health/dental/vision insurance options • Disability coverage • Paid parental leave • Flexible spending account (for childcare and healthcare) • Life insurance • Remote-first work environment