Operations Senior Manager, AI

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 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.The impact you'll make: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'll thrive in this role if: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.Minimum Qualifications:5+ years of program or project management experience5+ years of operations leadership, including contact center or customer operationsStrong foundation in strategy development with a track record of driving results through cross-functional teams in ambiguous environmentsStructured, data-driven problem solver with a bias for actionComfortable owning an agenda without a playbook and earning executive trust through the workAbility to travel approximately four times a year for two to five days at a timePreferred Qualifications:Experience implementing or overseeing AI or automation tools in an operations contextBackground in financial services or consumer-facing productsGenuine curiosity about what AI can do in an operational context and optimism about the work of figuring it outCompensation:Annual full-time starting base salary range: $136,000 - $162,000This role is eligible for additional compensation in the forms of participation in our annual incentive and equity programs.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 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-first 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 re