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Operations Lead
New Product Development Servicing, Remote Friendly
Posted on 11/28/2022
United States
Experience Level
Desired Skills
Customer Service
  • Managed a team in a call center environment for 2+ years (required)
  • Demonstrated experience motivating and coaching a team to deliver truly exceptional results
  • Ability to perform strategically and tactically - willing and able to roll up your sleeves in a dynamic environment
  • Ability to communicate clearly, concisely and confidently - in writing and verbally and have strong listening skills
  • A passion to deliver the best possible customer experience
  • Experience rapidly adapting to changing circumstances and an ability to lead through ambiguity
  • Critical thinking & skill integrating information from multiple sources to form action plans
  • Comfort operating in ambiguity, willingness to probe to gain understanding, and ability to internalize a constant trade-off between speed & rigor in an environment with few long-standing, established processes
  • Comfort learning & working in various customer service tools at the same time (e.g. Google Suite, Marqeta, Peach, TSYS, etc.)
  • Excellent ability to juggle multiple, different & competing priorities
  • Experience partnering with & influencing outside vendor contacts to deliver on business results
  • Assist with the creation of this new servicing department by leveraging a solid balance of customer servicing expertise, process/project management and communications skills
  • Lead, coach & grow the team to meet the increasing needs or the business
  • Be comfortable & show evidence of success working in an environment that does not have an established set of policies and procedures and guardrails
  • Lead the team through this ambiguity and play a critical part in establishing norms, building processes & setting standards
  • Operate effectively in multiple areas of the business and bring a strong problem-solving approach to new situations in a consistently variable environment
  • Interact directly with associates across Mission Lane - educate the organization about the realities of NPD, and represent the needs of the NPD business in various forums - looking out for impacts & needs that other teams may not be considering. Additionally, play a key role in the tight feedback loop from operations to product teams building & testing new products in the market across NPD
  • Interact with & influence external servicing parties to achieve business objectives
  • Be expected to make decisions based on an understanding of the priorities of the business and experience - most often without precedent as a guide
Mission Lane

501-1,000 employees

Consumer finance company
Company Overview
Mission Lane is on a mission to disrupt the financial industry and normalize treating members like humans. The company has a unique take on credit, debit, and income discovery, we’re making life easier for millions of Americans, and loving our work every step of the way.
  • Full health, dental, and vision benefits
  • FSA
  • Paid parental leave
  • 401k with company match
  • Generous PTO
  • Flexible work schedule
Company Core Values
  • Excellent service
  • Mutual respect
  • Fair access to financial freedom