Operations Manager, Collections & Recoveries

Job Description

Job Description

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 a proven collections manager with a track record of building accountability and developing people to join us as Operations Manager, Collections & Recoveries.

Mission Lane serves millions of people who are working to build real financial stability, and collections is one of the most consequential moments in that relationship. It's also one of the most important levers in the business. We've made a serious, multi-year commitment to building a collections function that gets this right, and this role is where that commitment meets the ground.

You'll report to the Director, Collections & Recoveries, work remotely with required travel, and own the day-to-day performance of Mission Lane's live agent collections teams. Your work will shape how the team develops, how the metrics move, and whether the plan becomes reality.

The impact you'll make:

You'll be the operational force behind a multi-year maturity roadmap, responsible for making the plan real, every single day. In your first year, you'll establish measurable performance baselines, build out a performance management infrastructure that actually holds, and show credible early progress toward substantially improved collections outcomes. The work is concrete: workflows, capacity, coaching, accountability. You'll be responsible for the team's results and for building the kind of manager depth that makes those results sustainable.

You'll thrive in this role if:

• You run on execution. You manage real-time workflows, solve bottlenecks before they compound, and hold your team to daily, weekly, and monthly performance standards without losing the thread on longer-horizon goals.
• You know collections deeply. You've spent years in the discipline and have specific experience building accountability structures that change behavior (not just measure it).
• You develop people as seriously as you manage performance. Your direct reports get better because of you. Skip-level leaders trust your judgment.
• You've led distributed teams and figured out what it takes. You have a real, tested point of view on how to maintain standards, culture, and engagement when you're not in the same room.
• You've been through organizational change and come out with results. You know how to move people through ambiguity without losing momentum.

Minimum Qualifications

• 7+ years of progressive collections experience, with hands-on experience managing collections teams and a track record of improving performance outcomes
• Demonstrated ability to manage daily operations in a high-volume collections environment: workflows, capacity planning, real-time problem-solving, and performance tracking
• Experience building and running performance management frameworks: goal-setting, feedback cycles, clear expectations, and accountability at every level
• Proven track record of developing front-line managers and building leadership depth within a collections organization
• Strong communication skills with the ability to translate operational realities clearly to senior leadership and hold the line on standards with front-line teams
• Ability to travel as required, approximately 6+ times per year.

Preferred Qualifications:

• Experience operating within a maturing or transforming collections function

Compensation:

Annual full-time starting base salary range: $89,000-$116,000

This 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 respect and dignity is guided by our core value of Unity. We believe that everyone plays a vital role in our shared purpose, and we actively cultivate an environment where all individuals have the opportunity to do their best work. By fostering a culture of empathy and collaboration, we create a strong sense of belonging and support for every team member.

Mission Lane is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, or any other protected status.

Mission Lane provides reasonable accommodations to applicants who need them for medical or religious reasons, as required by law. Applicants can initiate an accommodation request by contacting View email address on ziprecruiter.com.

Mission Lane is not sponsoring new applicant employment authorization and please, no third-party recruiters.

Application Integrity:

Our cardholders trust us with their financial well-being, and this trust starts with the integrity of the people on our team. We're looking for team members who share our dedication to transparency and truth. Please verify that the information in your application is accurate and complete.

Providing any information to Mission Lane that is not completely truthful at any point during the application or hiring process may result in removal from the hiring process, disqualification from future opportunities, withdrawal of an offer or other sanctions for candidates and, in addition for employees, disciplinary action, up to and including termination of employment.