Mission Lane

Senior Operations Lead – Servicing

Mission Lane

full-time

Posted on:

Location Type: Remote

Location: Virginia • United States

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Salary

💰 $59,000 - $65,000 per year

Job Level

Senior

About the role

  • 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.

Requirements

  • 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.
Benefits
  • 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
  • a remote-friendly work environment

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
data analysisperformance managementcoachingcandidate selectioncompliance standardscustomer experience enhancementtrend identificationvirtual contact center management
Soft skills
communicationempathyaccountabilitycollaborationtrust buildinginfluenceflexibilityteam development