Senior Business Manager, Operations
Mission Lane is combining the power of data, technology, and exceptional service to pave a clear way forward for millions of people on the path to financial success.
About the role
The Senior Business Manager will use data to develop strategies for optimizing delinquent customer outreach. They will identify specific signals and turn our contact strategy into a clearer path forward for the people we serve. You’ll be responsible for building data-backed, customized outreach schedules built on learnings from Champion/Challenger testing across text, email, and phone calls. The goal is to ensure the most effective engagement with past due customers so we can support them. Within your first year, you'll have a tested, data-backed view of which channel mix works best for which customer segments, and a roadmap for where contact strategy goes next.
Responsibilities
- Build or scale a multi-channel contact or outreach strategy (collections, marketing, or customer engagement) and establish a winning approach through testing, not intuition
- Own ambiguity by building the playbook for how Mission Lane should segment and reach delinquent customers based on their individual needs
- Navigate tradeoffs between customer experience, risk, and operational cost, and make decisive recommendations
- Perform hands-on analysis to inform strategy and summarize findings to report the strategic roadmap to senior leaders
- Lead complex, cross-functional projects involving multiple teams and stakeholders
- Translate broader business strategy into a functional roadmap for customer contact or engagement
- Partner with senior or executive leadership to shape strategy, not just execute against it
Requirements
- 5+ years of analytics experience in financial services, contact/outreach strategy, or collections and recovery
- Hands-on experience running A/B or Champion/Challenger tests to compare channel or messaging performance
- Proficiency in SQL, with familiarity in Python
- Track record of independently resolving complex problems on contact or engagement strategy
- Proven experience leading complex, cross-functional projects involving multiple teams and stakeholders
- Experience translating broader business strategy into a functional roadmap for customer contact or engagement
Preferred Qualifications
- Direct experience in collections and recovery strategy (or similar contact/outreach strategic analysis experience)
- Familiarity with AI-driven contact channels (voicebots, chatbots, or outbound AI agents)
Pay
Starting annual full-time base salary range: $160,000 - $180,000. Additional compensation may include participation in our annual incentive program and equity.
Benefits
- Unlimited paid time off
- 401(k) match
- Monthly wellness stipend
- Health, dental, and vision insurance options
- Disability coverage
- Paid parental leave
- Flexible spending account (for childcare and healthcare)
- Life insurance
- Remote-friendly work environment
About Mission Lane
Founded in December 2018, Mission Lane is a purpose-driven fintech company based in the U.S., with headquarters in Richmond, Virginia. We offer credit cards with better, clearer terms and a more refined customer experience than alternatives available to people working hard to improve their credit. To date, over four million consumers have chosen Mission Lane, earning high customer ratings on Credit Karma for its market segment and industry-leading Net Promoter scores.