Operations Principal Associate, Collections & Recoveries

About the role

We're looking for a collections outsourcing operator to join us as Operations Principal Associate, Collections & Recoveries. This role involves building an Agency Outsourcing program where none exists today.

Responsibilities

• Take control of a complex, multi-stakeholder initiative
• Become Mission Lane's primary operational point of contact with our first vendor partner
• Build the foundational infrastructure for this program, including SFTP file transfer pipelines, automated account placement logic, a vendor scorecard framework, QA and call-monitoring protocols, and exception playbooks
• Partner directly with engineering, data, legal, and compliance to design and build the infrastructure

Requirements

• 5+ years of progressive experience in the collections industry, with a demonstrated track record of designing and building high-performing collections solutions and delivering measurable business results
• 5+ years of experience designing processes and infrastructure for outsourcing work
• 5+ years of experience managing relationships and delivering performance in an outsourced collections channel
• Proven ability to develop and execute structured operational plans with defined milestones and accountability frameworks
• Demonstrated experience working with cross-functional teams (engineering, data, legal, compliance) and driving shared outcomes across them
• Demonstrated ability to drive performance improvements in complex, fast-moving environments
• Strong professional presence and communication skills; able to function as an operational bridge between senior leadership and front-line agency management
• High resilience under pressure; a results-driven orientation with the ability to navigate ambiguity and maintain standards in a fast-paced environment
• Ability to travel for onsite agency reviews and company meetings within the US as required

Qualifications

• 5+ years of experience managing relationships and delivering performance in an outsourced collections channel
• Proven ability to develop and execute structured operational plans with defined milestones and accountability frameworks
• Demonstrated experience working with cross-functional teams (engineering, data, legal, compliance) and driving shared outcomes across them
• Demonstrated ability to drive performance improvements in complex, fast-moving environments
• Strong professional presence and communication skills; able to function as an operational bridge between senior leadership and front-line agency management
• High resilience under pressure; a results-driven orientation with the ability to navigate ambiguity and maintain standards in a fast-paced environment
• Ability to travel for onsite agency reviews and company meetings within the US as required

Skills

• Experience in collections outsourcing
• Technical proficiency in designing and implementing infrastructure for outsourcing work
• Strong cross-functional collaboration skills
• Ability to manage and deliver performance in a fast-paced environment

Benefits

• Comprehensive benefits plan, including 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

Pay

Annual full-time starting base salary range: $78,000 - $95,000

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.