Senior Director, Servicing Operations

About the role

We're looking for a Senior Director of Servicing Operations to own the strategy and execution of customer servicing and back office fulfillment, reporting to the SVP of Operations.

Responsibilities

• Set the 3 year strategy and vision for both customer-facing servicing and back office fulfillment, and build the roadmap yourself.
• 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.

Qualifications

• 10+ years leading contact center 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

Pay

Annual full-time starting base salary range: $167,000 - $209,000
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. Mission Lane also offers a comprehensive benefits plan, which includes 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.

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.
Founded with a mission to provide better, clearer terms and a more refined customer experience for people working hard to improve their credit, Mission Lane has cumulatively raised over $600 million of equity from leading investors, including Invus Opportunities, QED Investors, LL Funds, funds affiliated with Oaktree Capital Management, and other leading investors.
Our commitment to a workplace built on respect and dignity is guided by our core value of Unity. We believe that everyone plays a vital role in our shared purpose, and we actively cultivate an environment where all individuals have the opportunity to do their best work. By fostering a culture of empathy and collaboration, we create a strong sense of belonging and support for every team member.

Equal Opportunity Employer

Mission Lane is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, or any other protected status.