Senior Manager, Operations Transformation - Mission Lane

About the Role

Mission Lane is seeking a Senior Manager, Operations Transformation to own the strategy and execution of our operations transformation initiatives. Reporting to the Sr. Director of Operations, you will be responsible for evolving our contact center operations through AI, automation, process redesign, and innovative team structures.

This is a high-impact, strategic role where you will own the intent and execution end-to-end, shaping how Mission Lane runs and ensuring our customers receive exceptional service.

Key Responsibilities

• Strategy & Execution: Prioritize high-impact problems and size them for Mission Lane’s specific context.
• Vendor Management: Evaluate solutions, build business cases, and manage vendor partnerships.
• Cross-functional Leadership: Partner with Product, Engineering, and Operations teams to sequence and deliver work.
• Outcome Delivery: Drive measurable improvements in cost, quality, and customer experience.
• Governance: Establish frameworks to sustain and scale operational improvements.

What You Bring

• 5+ years of program or project management experience.
• 5+ years of operations leadership, specifically within contact center or customer operations environments.
• Strong strategic foundation with a track record of driving results in ambiguous, cross-functional settings.
• Data-driven problem-solving skills with a bias for action.
• Ability to influence and hold teams accountable without formal authority.
• Willingness to travel approximately four times per year (2–5 days per trip).

Preferred Qualifications

• Experience implementing AI, automation, or workflow redesign in an operations context.
• Background in financial services or consumer-facing products.
• A genuine curiosity and optimism regarding technology-driven operational change.

Compensation & Benefits

• Base Salary: $136,000 - $162,000.
• Additional Compensation: Eligible for annual incentive and equity programs.
• Comprehensive Benefits: Includes paid time off, 401(k) match, wellness stipend, health/dental/vision insurance, disability coverage, paid parental leave, and life insurance.