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. By attracting top talent and leveraging cutting-edge technology, we’re enabling people to unlock real financial progress. Sound like a mission you can get behind? We are looking for a senior analytical leader to own contact strategy for delinquent customer outreach, reporting to the Director of Customer Recovery Strategy, Analytics and Operational Infrastructure. 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. The impact you'll make: 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. You'll thrive in this role if: You've built or scaled a multi-channel contact or outreach strategy (collections, marketing, or customer engagement) and know how to establish a winning approach through testing, not intuition You're comfortable owning ambiguity. You’ll be tasked with building the playbook for how Mission Lane should segment and reach delinquent customers based on their individual needs You can navigate the tradeoffs between customer experience, risk, and operational cost, and you're decisive about where to land You're equally comfortable doing the hands on analysis that informs the strategy, and also summarizing it to report the strategic roadmap to senior leaders Minimum Qualifications: 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 A 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 A track record of partnering with senior or executive leadership to shape strategy, not just execute against it 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) Compensation (USD) Starting annual full-time base salary range: $160,000 - $180,000. Additional compensation in the form(s) of participation in our annual incentive program and equity are available with this role . 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 unlimited 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-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. 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. 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. 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 [email protected] . Mission Lane is not sponsoring new applicant employment authorization and please, no third-party recruiters. Application Integrity: 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.