Operations Senior Manager, AI

About the Role

Mission Lane is seeking an Operations Senior Manager, AI to own the company's operations AI agenda from strategy through execution. This newly created role reports to the Sr. Director of Operations and offers significant scope and autonomy to shape how AI improves Mission Lane's contact center operations and customer experience.

Every customer interaction with Mission Lane's contact center represents a critical moment—whether answering questions, resolving issues, or enabling next steps. AI is central to keeping customers moving forward efficiently. You'll develop and deliver an AI Operations strategy that identifies high-impact problems, evaluates vendors, builds business cases, and sequences implementation across the organization.

Key Responsibilities

• Develop and execute a comprehensive AI Operations strategy from the ground up
• Identify operational problems where meaningful AI solutions create business value
• Size problems within Mission Lane's context and evaluate vendor solutions
• Build business cases and sequence work across multiple initiatives
• Partner with cross-functional teams in Product, Engineering, Operations, and external vendors
• Establish governance frameworks to maintain and continuously improve AI use cases
• Hold cross-functional teams accountable and drive results without formal authority
• Measure success on cost, quality, and customer experience outcomes

What We're Looking For

• 5+ years of program or project management experience
• 5+ years of operations leadership, including contact center or customer operations
• Strong track record developing strategy and driving results through cross-functional teams in ambiguous environments
• Structured, data-driven problem solver with a bias for action
• Ability to own an agenda without a complete playbook and earn executive trust through execution
• Experience anticipating second-order problems and planning for unintended consequences
• Comfort working in genuinely new territory without a defined roadmap
• Curiosity about practical AI applications in operational contexts
• Willingness to travel approximately 4 times annually

About Mission Lane

Mission Lane combines data, technology, and exceptional service to help millions of people achieve financial success. The company attracts top talent and leverages cutting-edge technology to unlock real financial progress for customers.