Senior Manager, Operations Risk Management

The Role

We're seeking a Senior Manager, Operations Risk Management to build and own Mission Lane's first line of defense across Customer Operations.

Responsibilities

• Partner with process owners across new customer originations, customer servicing and operations, payments, and portfolio management to assess risk, build controls, and drive remediation.
• Own and manage the incident management process - from identification through corrective action and closure, using customer complaints and operational reviews as early signals for emerging risk.
• Create and deliver executive-level risk reporting that gives senior leadership a clear, prioritized picture of where the risk is and what's being done about it.
• Build and lead the team.
• Work across Legal, Risk, and Compliance to ensure First Line and Second Line accountability is clearly defined and consistently executed.

Qualifications

• 5+ years in first line operations risk management at a bank or financial services company
• 5+ years of direct experience working in a customer operations function
• 5+ years as a people manager
• A track record of building first line risk programs from the ground up, including translating risk strategy into functional plans and earning buy-in from senior leaders and process owners
• Clear, credible communication skills at the executive level. You can take a complex risk landscape and give senior leadership a clear picture of what matters most and what's being done about it
• Willingness and ability to travel ~4–6 times a year for focused, multi-day team sessions (typically ~2–5 days per trip)

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: $115,000 - $138,000. This role is eligible for additional compensation in the forms of participation in our annual incentive and equity programs.