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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 hands-on problem-solver to join our Enterprise Platforms Team as a Product Manager, Internal Tools and Automation. In this critical role, you will partner with Mission Lane’s Customer Operations teams (Servicing, Fraud, Collections and Credit Bureau) to optimize the systems that power their day-to-day work.
The Impact You’ll Make:
By improving how our Customer Operations teams function, you will enable Mission Lane to scale with greater speed and agility and make a measurable difference in our commitment to exceptional service for our cardholders. You will be responsible for automating key internal workflows and creating a repeatable and scalable playbook for future improvements across various tools and servicing teams.
The Team & Environment:
You’ll be part of a fast-paced, collaborative, and supportive team focused on making a direct impact on our Customer Operations teams and cardholders. With a high level of autonomy, you will act as the expert in your domain, tackling existing pain points and new challenges as they arise. This role offers significant opportunities, requiring you to take decisive action and prioritize based on impact and value.
As Product Manager, Internal Tools and Automation you will:
- Develop a deep understanding of our internal operational workflows, systems, and challenges through research, data analysis, and collaboration with stakeholders.
- Champion the product vision and strategy for our internal tools and automation platforms, ensuring alignment with broader company objectives.
- Create, maintain, and prioritize the product backlog and roadmap, balancing new initiatives, feature enhancements, and technical debt.
- Translate business needs into detailed product requirements, user stories, and acceptance criteria for our engineering teams.
- Partner with Engineering and Operations to deliver high-quality solutions, managing the entire product lifecycle from ideation to launch and optimization.
- Guide change management for internal teams, ensuring new tools and automations are smoothly integrated into training and procedures to maximize their value.
- Define and analyze key performance metrics (e.g., time saved, error rate reduction, process efficiency) to measure and communicate the impact of your products and guide future improvements.
- Serve as the key communicator and advocate for our internal systems, ensuring stakeholders are informed and engaged throughout the development process.
Minimum Qualifications:
- 3+ years of Product Management experience, with a focus on internal platforms, process automation, or complex operational systems.
- Proven success improving processes in a high-volume contact center operations environment.
- Demonstrated ability to identify and solve operational bottlenecks through automation.
- Experience having internal stakeholders as customers, with a track record of empathy, user-centricity, and effective stakeholder management.
- Technical proficiency and the ability to have credible conversations with engineers about system architecture, APIs, and implementation trade-offs.
- Strong analytical skills and experience using data to drive decisions and measure success.
Preferred Qualifications:
- Experience in the FinTech or financial services industry.
- Fraud operations experience.
- Experience working with credit bureaus or other operational data systems.
Key Competencies:
- Curiosity: You are committed to asking the right questions to get to the core of a problem and ensure our solutions are built on a solid foundation.
- Adaptability: You thrive in ambiguity and see challenges as opportunities to learn and grow, unafraid to take calculated risks to innovate.
- Ownership: You take full ownership of your projects, expertly managing stakeholder expectations and ensuring all commitments are met.
- Collaboration: You are a strong collaborator who builds trust and aligns cross-functional partners through clear and effective communication.
Compensation:
Annual full-time base salary range: $115,000 - $130,000
Additional compensation in the form(s) of participation in our annual incentive program and equity are dependent on role. 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-friendly 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 [email protected].
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.
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