Operations Senior Manager, AI

We're looking for an Operations Senior Manager, AI to own Mission Lane's operations AI agenda from strategy through execution, in a newly created role reporting to the Sr. Director of Operations. 

Every time a Mission Lane customer interacts with our contact center, they're in the middle of something. It could be a question they need answered, something to resolve, or a next step they're working toward. Getting the right information quickly keeps them moving, and how well our contact center operations run determines how consistently that happens. AI is central to how we keep improving that experience for our customers. That’s the work of the Operations Senior Manager, AI.

You'll have the scope and autonomy to develop and deliver an AI Operations strategy from the ground up: identifying problems where meaningful AI solutions exist, sizing the problems within the Mission Lane context, evaluating vendors, making the business cases, sequencing the work. You'll work with cross-functional teams across Product, Engineering, vendors, and Operations to execute it. 

Your success will be measured on outcomes that matter, including cost, quality, and customer experience. What matters most in year one, though, is getting the agenda right, building the cross-functional trust to move it forward, and establishing the governance needed to maintain and continuously improve the AI use cases.

• You've worked inside an operations function and understand what happens when a change creates second-order problems no one anticipated. You plan for that.
• You own the intent, not just the workstream. You're here to decide what the AI agenda should accomplish, not just coordinate the people doing the work.
• You don't need a complete map to move. This path is genuinely new, and that's what's exciting about it.
• You know how to hold cross-functional teams accountable without formal authority.
• You're curious about what AI can actually do in an operational context, and that curiosity shows up in how you work.

• 5+ years of program or project management experience
• 5+ years of operations leadership, including contact center or customer operations
• Strong foundation in strategy development with a track record of driving results through cross-functional teams in ambiguous environments
• Structured, data-driven problem solver with a bias for action
• Comfortable owning an agenda without a playbook and earning executive trust through the work
• Ability to travel approximately four times a year for two to five days at a time

• Experience implementing or overseeing AI or automation tools in an operations context
• Background in financial services or consumer-facing products
• Genuine curiosity about what AI can do in an operational context and optimism about the work of figuring it out

Founded in December 2018, Mission Lane is a purpose-driven fintech company based in the U.S., with headquarters in Richmond, Virginia. 

It all started with a realization:  nearly fifty percent of the adult population in the U.S. doesn’t have access to a clear line of credit. Most traditional credit card companies either overlook or overcharge this group because they have less-than-perfect credit scores or no scores at all. We decided this just wouldn’t do.

In partnership with our sponsor banks, we offer credit cards under the Mission Lane brand name, with better, clearer terms, and a more refined customer experience than the 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. 

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.

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. 

Mission Lane provides reasonable accommodations to applicants who need them for medical or religious reasons, as required by law.  Applicants can initiate an accommodation request by contacting peopleexperience@missionlane.com.

Mission Lane is not sponsoring new applicant employment authorization and please, no third-party recruiters.

Our cardholders trust us with their financial well-being, and this trust starts with the integrity of the people on our team. We're looking for team members who share our dedication to transparency and truth. Please verify that the information in your application is accurate and complete. 

Providing any information to Mission Lane that is not completely truthful at any point during the application or hiring process may result in removal from the hiring process, disqualification from future opportunities, withdrawal of an offer or other sanctions for candidates and, in addition for employees, disciplinary action, up to and including termination of employment.