Remote Senior Manager, Operations Transformation

Mission Lane; United States; Remote; USD 136,000 - 162,000; Full time

Benefits offered by this job

401(k) match

Monthly wellness stipend

Health/dental/vision insurance

Disability coverage

Paid parental leave

Remote-first work environment

Paid time off

Job summary

Mission Lane is seeking a Senior Manager, Operations Transformation to own the strategy and execution of our operations transformation initiatives in a newly created role reporting to the Sr. Director of Operations.

You will lead changes across contact center and customer operations, shaping the transformation roadmap and business case for AI, automation, and process redesign. You will collaborate with product, engineering, and vendors, delivering measurable improvements in cost, quality, and

Qualifications

• 5+ years of program or project management experience.
• 5+ years of operations leadership, including contact center or customer operations.
• Strong foundation in strategy development with a track record of driving results through cross-functional teams in ambiguous environments.
• Structured, data-driven problem solver with a bias for action.
• Comfortable owning transformation work without a playbook and earning executive trust through the work.
• Ability to travel approximately four times a year for two to five days at a time.

Responsibilities

• Prioritize the problems worth solving and size them for Mission Lane’s context.
• Evaluate vendors and solutions, and build the business case for the ones worth pursuing.
• Sequence the work and partner with Product, Engineering, Operations, and vendors to move the work forward.
• Deliver outcomes that matter, including cost, quality, and customer experience.
• Establish the governance to sustain and improve the work.

Skills

Program management

Operations leadership

Strategy development

Data-driven problem solving

Transformation leadership

Travel readiness

Job description

Mission Lane is seeking a Senior Manager, Operations Transformation to own the strategy and execution of our operations transformation initiatives in a newly created role reporting to the Sr. Director of Operations.

You will lead changes across contact center and customer operations, shaping the transformation roadmap and business case for AI, automation, and process redesign. You will collaborate with product, engineering, and vendors, delivering measurable improvements in cost, quality, and