Senior Manager, Business Analytics

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 are looking for a senior analytical leader to own contact strategy for delinquent customer outreach reporting to the Director of Customer Recovery Strategy Analytics and Operational Infrastructure. The Senior Manager Business Analytics will use data to develop strategies for optimizing delinquent customer outreach. They will identify specific signals and turn our contact strategy into a clearer path forward for the people we serve. The Impact You’ll Make in this Role You’ll be responsible for building data-backed customized outreach schedules built on learnings from Champion / Challenger testing across text email and phone calls. The goal is to ensure the most effective engagement with past due customers so we can support them. Within your first year you'll have a tested data-backed view of which channel mix works best for which customer segments and a roadmap for where contact strategy goes next. You'll thrive in this role if You've built or scaled a multi-channel contact or outreach strategy (collections marketing or customer engagement) and know how to establish a winning approach through testing not intuition You're comfortable owning ambiguity. You’ll be tasked with building the playbook for how Mission Lane should segment and reach delinquent customers based on their individual needs You can navigate the tradeoffs between customer experience risk and operational cost and you're decisive about where to land You're equally comfortable doing the hands on analysis that informs the strategy and also summarizing it to report the strategic roadmap to senior leaders

Minimum Qualifications

5+ years of analytics experience in financial services contact/outreach strategy or collections and recovery Hands-on experience running A/B or Champion/Challenger tests to compare channel or messaging performance Proficiency in SQL with familiarity in Python A track record of independently resolving complex problems on contact or engagement strategy Proven experience leading complex cross-functional projects involving multiple teams and stakeholders Experience translating broader business strategy into a functional roadmap for customer contact or engagement A track record of partnering with senior or executive leadership to shape strategy not just execute against it

Preferred Qualifications

Direct experience in collections and recovery strategy (or similar contact/outreach strategic analysis experience) Familiarity with AI-driven contact channels (voicebots chatbots or outbound AI agents)

Compensation

(USD) Starting annual full-time base salary range $160000 - $180000. Additional compensation in the form(s) of participation in our annual incentive program and equity are available with this 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-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 peopleexperience@missionlane.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.