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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’re looking for an inspirational people manager with customer operations expertise to join our Servicing Team as Senior Operations Lead.

The Impact You’ll Make

You’ll drive forward our mission of enabling financial progress by empowering your team to deliver exceptional customer experiences while meeting operational performance expectations.

Through coaching, collaboration, and a focus on operational excellence, you will play a pivotal role in ensuring our cardholders receive the high-quality support they need to succeed.

As Senior Operations Lead, you will:

Provide continuous feedback, conduct performance reviews, and support team members' development to help them excel in their roles.
Create a culture of trust, collaboration, and accountability by promoting open communication and supporting individual and team well-being.
Analyze team and individual data (e.g. CSAT, AHT, and adherence) to identify improvement areas and coach team members toward their goals.
Partner closely with Workforce Management, Learning, and Quality Management teams to identify trends, address performance gaps, and drive continuous improvement.
Ensure all policies, procedures, and compliance standards are followed consistently to protect our customers and the organization.
Lead local initiatives and contribute to cross-functional projects that enhance the overall customer experience.

Minimum Qualifications

Experience managing frontline agents in a virtual contact center environment, ideally with a team size of 10 or more.
Strong coaching and performance management skills with a proven ability to inspire and influence others.
Experience with interviewing, candidate selection, and managing employment actions in accordance with company policy.
Comfort using data to guide decisions, identify trends, and drive sustained performance improvement.
Clear, direct communication skills with the ability to balance empathy and accountability.
Ability to thrive in a fast-paced, change-driven environment.
Flexibility to work remotely and travel to onsite meetings 4-6 times a year in Richmond, VA or other locations in the US, as required.

Preferred Qualifications

Previous experience in a FinTech or another highly regulated professional environment.
Experience navigating change management during periods of rapid organizational growth.

Compensation

Annual full-time base salary range: $59,000 - $65,000

Additional compensation in the form(s) of participation in our annual incentive program and equity are dependent on 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 peopleexperience@missionlane.com.

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.

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To expedite the review process, we recommend that you provide a link to a LinkedIn profile that has been verified by LinkedIn. For information on how to receive a verification badge, visit: Verifications on your LinkedIn profile | LinkedIn Help

If yes, please provide a link to your LinkedIn Verified profile.

Do you have experience managing a team of 10+ frontline agents in a virtual contact center environment?

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Will you now or in the future require Mission Lane to commence or sponsor an immigration case in order to employ you (for example H1-B or other employment based immigration)?

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If yes, for current visa holders, please specify the type of visa/sponsorship you have and the time remaining

Is there anything else you would like us to know?

I hereby certify that, to the best of my knowledge, the information provided in my application is true, accurate, and complete. I understand that any false, misleading, or incomplete information, regardless of when it is discovered, may result in the denial or termination of employment.

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1. When you opt-in to the service, we may send you SMS messages to notify you of any updates to your application status and to engage in discussion throughout your application process.
2. You can cancel the SMS service at any time. Just text "STOP" to unsubscribe. After you send the SMS message "STOP" to us, we will send you an SMS message to confirm that you have been unsubscribed. After this, you will no longer receive SMS messages from us. If you want to opt-in again, just reply "START" to the phone number you unsubscribed to and we will start sending SMS messages to you again.
3. If you are experiencing issues with the messaging program you can reply with the keyword "HELP" for more assistance.
4. Carriers are not liable for delayed or undelivered messages.
5. As always, message and data rates may apply for any messages sent to you from us and to us from you. Message frequency may vary. If you have any questions about your text plan or data plan, it is best to contact your wireless provider.
6. If you have any questions regarding privacy, please read our privacy policy at https://missionlane.com/legal/privacy-policy.

California Consumer Privacy Act Notification

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Effective Date: January 1, 2023

The California Consumer Privacy Act (“CCPA”) requires Mission Lane LLC (“Mission Lane” “we”, “us” and “our”) to inform California residents who apply for our jobs (“Job Applicants”) about the categories of “Personal Information” (“PII”) we collect about them and the purposes for which we collect, use or disclose that information. This Job Applicant Privacy Policy and Notice at Collection contains disclosures required by the CCPA and applies only to “Personal Information that is subject to the CCPA. Some of the data collection and uses described below may not apply to you.

We may also provide you additional privacy notices regarding our collection, use or disclosure of information. Please read this Policy and any other privacy notices carefully. Please note that this Policy does not form part of any employment contract or contract to provide services.

Individuals with disabilities can access this notice by using assistive technology such as a screen reader.

Types of Personal Information We Handle

We collect, store, and use various types of information that identifies, relates to, or could reasonably be linked to you in connection with your application for employment at Mission Lane. We collect such information either directly from you or (where applicable) from another person or entity, such as an employment agency, recruitment company, or others who provide references. We will collect additional Personal Information throughout the course of your application process.

The information we collect from and about Job Applicants includes, where applicable:

Personal and online Identifiers such as full name, home and business addresses, telephone numbers, and email addresses, or unique online identifiers.
Categories of information described in Section 1798.80(e) of the California Civil Code (such as Social Security number, or driver’s license or state identification number)
Characteristics of protected classifications under California or federal law
Internet or other electronic network activity information (such as browsing history, search history, interactions with a website, email, application, or advertisement)
Professional or employment-related information, including:

o Recruitment, employment, or engagement information such as application forms and information included in a resume, cover letter, references or otherwise provided through the application and recruitment process, and our evaluations of your performance during the interview process.

o Career information such as job titles; work history; work dates and work locations; salaries; information about skills, qualifications, experience, publications, speaking engagements; and professional memberships.

o Business travel and expense information such as travel itinerary information and expenses incurred for travel during the interview process.

o Other information that you may voluntarily choose to include on your resume or in connection with your application.

Education Information such as institutions attended, degrees, certifications, training courses, publications, and transcript information.
Background check information, including any information required to perform a background check in accordance with applicable law, such as citizenship status, and passport or other photo ID.
Audio or visual information such as CCTV footage, as well as other information relating to the security of our premises collected during in-person interviews, visits to our offices, or other parts of the recruitment process, or where relevant, audio/video recordings of online interviews.
Health-related information, only as necessary to provide necessary accommodations at your request during the recruitment process.
Inferences drawn from the above information about your predicted characteristics and preferences.
Other information that directly or indirectly identifies you, such as date and place of birth, citizenship, and permanent residence.

2. How We Use Personal Information

We have or will collect, use, share, and store Personal Information for Mission Lane’s business purposes, which include, where applicable:

Processing, evaluating, and communicating with you about your application, including to check references, carry out background checks where we deem necessary and in compliance with applicable legal requirements, and communicate with you about other jobs that may interest you.
Human resources management and administration, including determining compensation, scheduling, fraud prevention and investigation, IT and informational security purposes, conducting internal analyses and audits in accordance with applicable legal requirements.
Engaging in the recruitment process, including job advertising, interviewing, testing, and selecting and hiring new personnel.
Legal compliance, such as complying with applicable laws, and responding to and cooperating with legal or regulatory requests and investigations.
Exercising our legal rights, including seeking legal advice from our external lawyers or in connection with litigation.
Performing services (for us or our service provider) such as account servicing, processing orders and payments, and analytics.

Internal operations.

Activities to maintain and improve our business.

Other one-time uses.

We may also use Personal Information for any other legally permitted purpose (subject to your consent, where legally required).

Except where you provide such information voluntarily on your resume or in your application, we do not collect Personal Information that is considered “sensitive” under applicable law during the recruitment process. Such voluntary information may include equal opportunity monitoring data which could include information about your race or ethnicity, religious beliefs, sexual orientation, or health. We only use this information to monitor equality of opportunity and diversity in our recruitment process.

Sensitive information. Note that certain of the information we collect, including race, ethnicity, religious beliefs, sexual orientation, biometrics and health information, is considered "sensitive personal information" under California law. We only collect such information for the purposes disclosed in this Notice, and not for any purposes for which California law provides a "right to limit" such use.

How We Share Personal Information

We may disclose certain Personal Information to the following types of entities or in the following circumstances (where applicable):

Internally and among Mission Lane affiliates: to employees within the Mission Lane entities that participate in the recruitment process, such as HR managers and employee interviewers.
Service Providers: such as travel providers, testing companies, and applicant tracking system providers. These entities process your Personal Information on Mission Lane’s behalf in performing services for Mission Lane, and are subject to restrictions on use of your Personal Information.
Recruiters: to the extent you are working with a recruiter in connection with your application for employment and your recruiter is authorized by you to obtain feedback from us regarding your application and interview process.
Legal compliance and exercising legal rights: when required to do so by law, regulation, or court order or in response to a request for assistance by the police or other law enforcement agency; and to seek legal advice from our external lawyers or in connection with litigation with a third party.
Business Transaction Purposes: in connection with the sale, purchase, or merger of all or a portion of our business.
Consent: with your consent and as permitted by law, we may share Personal Information with any other third parties in any other circumstances.

4. Data Retention

The Personal Information we collect from Job Applicants will be retained for as long as necessary to satisfy the purposes for which it was collected and our legal obligations. As described above, these purposes include our business operations (including maintaining your information for a period of time to consider you for other opportunities) and complying with reporting, legal and accounting obligations. In determining how long to retain information, we consider the amount, nature and sensitivity of the information, the potential risk of harm from unauthorized use or disclosure of the Personal Information, the purposes for which we process the Personal Information and whether we can achieve those purposes in other ways, the applicable legal requirements, and our legitimate interests. If you are offered and accept employment with Mission Lane, the Personal Information we collected during the application and recruitment process as described herein will become part of your employment record. If you do not become an employee, or, once you are no longer an employee of Mission Lane, we will retain and securely destroy your Personal Information in accordance with our document retention policy and applicable laws and regulations.

5. Additional Privacy Information for California Residents

California residents have certain rights regarding their Personal Information. Subject to certain exceptions, if you are a California resident, you may request:

access to your Personal Information including the right to know the categories of Personal Information we have or will collect about you and the reason we will or have collected such information;
correction of the Personal Information that we have or will hold about you that is inaccurate;
deletion or removal of your Personal Information.

You also have the right not to be discriminated against (as provided for in California law) for exercising your rights.

Exceptions to Your Rights: There are certain exceptions to these above rights. For instance, we may retain your Personal Information if it is reasonably necessary for us or our service providers to provide a service that you have requested or to comply with law or to detect security incidents, protect against malicious, deceptive, fraudulent, or illegal activity or prosecute those responsible for that activity.

Exercising Your Rights: To exercise one of the rights above, you may contact us as provided below.

We will take reasonable steps to verify your identity before responding to a request. In doing so, we may ask you for verification information so that we can match at least two verification points with information we maintain in our files about you. If we are unable to verify you through this method, we shall have the right, but not the obligation, to request additional information from you.

California law places certain obligations on businesses that “sell” Personal Information to third parties or “share” Personal Information with third parties for “cross-context behavioral advertising” as those terms are defined under the California Consumer Privacy Act (“CCPA”). We do not “sell” or “share” the Personal Information covered by this Policy and have not done so in the twelve months prior to the effective date of this Policy.

6. How to Contact Us About This Policy

If you have questions about our collection, use, or disclosure of Personal Information, please contact recruiting@missionlane.com

U.S. Standard Demographic Questions

We invite applicants to share their demographic background. If you choose to complete this survey, your responses may be used to identify areas of improvement in our hiring process.

How would you describe your gender identity? (mark all that apply)

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Do you have a disability or chronic condition (physical, visual, auditory, cognitive, mental, emotional, or other) that substantially limits one or more of your major life activities, including mobility, communication (seeing, hearing, speaking), and learning?

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Senior Operations Lead, Servicing

Apply for this job

Effective Date: January 1, 2023

We may also provide you additional privacy notices regarding our collection, use or disclosure of information. Please read this Policy and any other privacy notices carefully. Please note that this Policy does not form part of any employment contract or contract to provide services.

Individuals with disabilities can access this notice by using assistive technology such as a screen reader.

Types of Personal Information We Handle

The information we collect from and about Job Applicants includes, where applicable:

Personal and online Identifiers such as full name, home and business addresses, telephone numbers, and email addresses, or unique online identifiers.

Categories of information described in Section 1798.80(e) of the California Civil Code (such as Social Security number, or driver’s license or state identification number)

Characteristics of protected classifications under California or federal law

Internet or other electronic network activity information (such as browsing history, search history, interactions with a website, email, application, or advertisement)

Professional or employment-related information, including:

o Recruitment, employment, or engagement information such as application forms and information included in a resume, cover letter, references or otherwise provided through the application and recruitment process, and our evaluations of your performance during the interview process.

o Career information such as job titles; work history; work dates and work locations; salaries; information about skills, qualifications, experience, publications, speaking engagements; and professional memberships.

o Business travel and expense information such as travel itinerary information and expenses incurred for travel during the interview process.

o Other information that you may voluntarily choose to include on your resume or in connection with your application.

Education Information such as institutions attended, degrees, certifications, training courses, publications, and transcript information.

Background check information, including any information required to perform a background check in accordance with applicable law, such as citizenship status, and passport or other photo ID.

Audio or visual information such as CCTV footage, as well as other information relating to the security of our premises collected during in-person interviews, visits to our offices, or other parts of the recruitment process, or where relevant, audio/video recordings of online interviews.

Health-related information, only as necessary to provide necessary accommodations at your request during the recruitment process.

Inferences drawn from the above information about your predicted characteristics and preferences.

Other information that directly or indirectly identifies you, such as date and place of birth, citizenship, and permanent residence.

2. How We Use Personal Information

We have or will collect, use, share, and store Personal Information for Mission Lane’s business purposes, which include, where applicable:

Processing, evaluating, and communicating with you about your application, including to check references, carry out background checks where we deem necessary and in compliance with applicable legal requirements, and communicate with you about other jobs that may interest you.

Human resources management and administration, including determining compensation, scheduling, fraud prevention and investigation, IT and informational security purposes, conducting internal analyses and audits in accordance with applicable legal requirements.

Engaging in the recruitment process, including job advertising, interviewing, testing, and selecting and hiring new personnel.

Legal compliance, such as complying with applicable laws, and responding to and cooperating with legal or regulatory requests and investigations.

Exercising our legal rights, including seeking legal advice from our external lawyers or in connection with litigation.

Performing services (for us or our service provider) such as account servicing, processing orders and payments, and analytics.

Internal operations.

Activities to maintain and improve our business.

Other one-time uses.

We may also use Personal Information for any other legally permitted purpose (subject to your consent, where legally required).

How We Share Personal Information

We may disclose certain Personal Information to the following types of entities or in the following circumstances (where applicable):

Internally and among Mission Lane affiliates: to employees within the Mission Lane entities that participate in the recruitment process, such as HR managers and employee interviewers.

Service Providers: such as travel providers, testing companies, and applicant tracking system providers. These entities process your Personal Information on Mission Lane’s behalf in performing services for Mission Lane, and are subject to restrictions on use of your Personal Information.

Recruiters: to the extent you are working with a recruiter in connection with your application for employment and your recruiter is authorized by you to obtain feedback from us regarding your application and interview process.

Legal compliance and exercising legal rights: when required to do so by law, regulation, or court order or in response to a request for assistance by the police or other law enforcement agency; and to seek legal advice from our external lawyers or in connection with litigation with a third party.

Business Transaction Purposes: in connection with the sale, purchase, or merger of all or a portion of our business.

Consent: with your consent and as permitted by law, we may share Personal Information with any other third parties in any other circumstances.

4. Data Retention

5. Additional Privacy Information for California Residents

6. How to Contact Us About This Policy

U.S. Standard Demographic Questions