Senior Manager, Operations Transformation

Job overview

The Senior Manager, Operations Transformation role is hybrid in Richmond, VA. The annual starting base salary range is $136,000–$162,000, with eligibility for annual incentive and equity programs. Mission Lane uses data, technology, and customer service to help consumers make financial progress. This newly created role owns the strategy and execution of operations transformation, improving how contact center operations serve customers. It identifies opportunities for automation, process redesign, and new ways of working, then coordinates cross-functional teams to deliver measurable outcomes and sustain improvements.

What you'll do

• Prioritize operational problems
• evaluate vendors and solutions and develop business cases
• sequence transformation work with Product, Engineering, Operations, and vendors
• deliver improvements in cost, quality, and customer experience
• establish governance to sustain and improve changes.

What we're looking for

Skills & competencies

senior manager

operations transformation

contact center operations

process redesign

ai and automation

program management

cross-functional leadership

customer experience

richmond va

mission lane

hybrid

$136k–$162k

travel approximately four times a year

Work arrangement

• Weekend coverage required

Benefits & perks

• Paid time off
• 401(k) match
• monthly wellness stipend
• health, dental, and vision insurance options
• disability coverage
• paid parental leave
• flexible spending account
• life insurance.

Why this role

Hybrid arrangement; travel approximately four times a year for two to five days at a time.

About the employer

Mission Lane is hiring for this role. Industry: Consumer Lending. Sector: 52.