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 Business Manager 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: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: $160,000 - $180,000.
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 unlimited 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.
