Senior Director, Servicing Operations

Mission Lane

Senior Director of Servicing Operations leading strategy and execution of customer servicing at Mission Lane. Building teams and standards to enhance customer experience and operational success.

Posted 7/7/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $167,000 - $209,000 per yearWebsite

About the role

Key responsibilities & impact

Set the 3-year vision and strategy for both customer-facing servicing and back office fulfillment, building the roadmap largely on your own.
Own the day-to-day: keeping resolution speed, quality scores, cost and efficiency, and associate engagement on target, and stepping in with a remediation plan the moment any of them slip.
Build a team, in-house and through our contact center partners, that people want to stay and grow in.
Become the person the SVP and other senior leaders call when they need a read on where servicing should go next.

Requirements

What you’ll need

10+ years leading contact center or back office servicing operations, including managing in-house teams and holding third-party or outsourced sites accountable to service levels
10+ years of people management experience, including managing other managers and developing them to grow their own teams
Experience in a regulated financial services or fintech environment, where you understand how compliance and complaint-handling requirements shape service operations
A track record of building strategy for a service or operations function
A track record of hitting operational targets and fixing problems fast when something slips
Strong influence and communication skills, built from getting buy-in with frontline agents to executives and everyone in between
Ability to travel for in-person team collaboration (~4-6 times per year) and to visit contact center sites as needed

Benefits

Comp & perks

Paid time off
401(k) match
Monthly wellness stipend
Health/dental/vision insurance options
Disability coverage
Paid parental leave
Flexible spending account (for childcare and healthcare)
Life insurance
Remote-first work environment

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

Team BuildingProblem SolvingRemediation Planning