Mission Lane

• Analyze and Investigate Fraud Trends: Dive deep into application data to proactively identify emerging fraud patterns, uncover system vulnerabilities, and understand the evolving tactics used by criminals. • Develop and Fine Tune Fraud Strategies: Design, build, and implement new, real-time defenses to detect and prevent fraudulent applications. You will constantly test and refine our strategies to stay ahead of fraudsters. • Balance Risk with Customer Experience: Make thoughtful, data-backed decisions that strike the optimal balance between risk prevention and customer experience. • Monitor and Report on Performance: Create and maintain robust dashboards to track the performance of fraud strategies. You’ll be responsible for reporting on key metrics like coverage, pause rates, step-up completion rates, defense performance, and losses. • Optimize and Collaborate: Work closely with our Operations, Product, Data Science, and Engineering teams to continuously improve fraud detection capabilities and strategies.

• Owning day-to-day legal advice on collections, recoveries, and servicing. • Negotiating and closing contracts with debt sale counterparties, vendors, and technology providers. • Tracking legal and regulatory developments as they land, including the fast-moving rules around AI in back-office and customer-facing tools, and helping the business turn them into compliant products, services, and controls. • Partnering directly with the business on new initiatives that improve the servicing and collections experience, and with Compliance and Risk to sharpen consumer communications and internal processes alike. • Spotting where the business is headed before it gets there, flagging issues and opportunities early.

• Set the 3-year vision and strategy for both customer-facing servicing and back office fulfillment, building the roadmap largely on your own. • Own the day-to-day: keeping resolution speed, quality scores, cost and efficiency, and associate engagement on target, and stepping in with a remediation plan the moment any of them slip. • Build a team, in-house and through our contact center partners, that people want to stay and grow in. • Become the person the SVP and other senior leaders call when they need a read on where servicing should go next.

• Own fraud, collections, and back-office compliance for Mission Lane's credit card business • Be the embedded compliance authority across Mission Lane's fraud, collections, and back-office servicing operations • Own day-to-day escalations from fraud and collections • Run testing and monitoring against critical controls • Proactively identify gaps and develop guidance on high-risk compliance topics • Partner with the business to strengthen programs and elevate the expertise of the compliance team

• Own Mission Lane's operations AI agenda from strategy through execution • Develop and deliver an AI Operations strategy from the ground up • Identify problems where meaningful AI solutions exist and evaluate vendors • Work with cross-functional teams across Product, Engineering, vendors, and Operations to execute it • Measure success based on outcomes that matter, including cost, quality, and customer experience

• Partner with process owners across each business area to assess risk, build controls, and drive remediation • Own and Manage the incident management process, using customer complaints and operational reviews as signals for emerging risk • Create and deliver executive-level risk reporting for senior leadership • Build and lead the team • Work across Legal, Risk, and Compliance to ensure accountability is clearly defined and executed

• Package quantitative and qualitative insights into clear, concise business cases to influence leadership and drive real outcomes • Leverage a combination of data, technology and customer-back thinking to deliver key initiatives that enable our customers and our business to succeed • Work closely with partners across Product, Credit, Finance, Engineering and Operations to understand the current state and identify opportunities to improve economics, customer experience, risk, and efficiency • Continuously analyze current business and operational data and processes to identify improvement opportunities • Learn fast and act like an owner by proactively seeking out information and solving complex problems • Leverage analytical findings to build best-in-class capabilities in areas like Segmentation, Offer Strategy, Contact Strategy & Operational Infrastructure to best serve our customers in improving their financial lives

• Creating and optimizing content for AI-powered search surfaces: structured FAQs, conversational guides, and semantically linked content • A multisource content model spanning professional writers, influencers, AI tools, and internal subject matter experts • A PR and citation strategy that gets Mission Lane placed and referenced by high-authority external sources • Brand sentiment monitoring across social and community platforms • The content infrastructure feeding our customer-facing tools: CX chatbots, agent enablement, and knowledge bases

Role Description We're looking for a Senior Manager, Marketing Operations to own the systems, processes, and team behind our direct marketing function, reporting to the Chief Marketing Officer. The impact you’ll make: - Ensure personalized credit card offers are delivered precisely, every time. - Document and run business processes, earning trust from teams. - Tag, name, and make assets findable and reusable. - Move campaign cycle times in the right direction. - Provide leadership with visibility to plan and prioritize. - Clarify what good looks like for the team, upstream and downstream. In this role, you'll own: - Business process design and governance across the full direct marketing lifecycle. - A small, specialized team and relationships with external vendors and internal stakeholders. - Digital asset management: establishing and enforcing naming conventions and tagging taxonomy. - QA and audit controls for regulatory scrutiny, including UDAAP review readiness. - Operational reporting for leadership visibility into campaign status and throughput. - Identification of automation opportunities and partnership with internal teams. - Long-term build as the function expands from direct mail into digital. You'll thrive in this role if: - You've implemented a documented, working system in organizations. - You think in handoffs and design for consistency across every step. - You understand regulatory risks and have built audit controls proactively. - You spot automation opportunities and know the process must be solid first. - You've driven change management while respecting previous processes. Qualifications - 7+ years of experience in marketing operations or direct marketing campaign management in a regulated environment. - Experience designing and implementing business processes across complex workflows. - Direct mail execution experience with the ability to extend disciplines into digital channels. - Experience managing direct reports and vendor relationships. - Hands-on experience with digital asset management. - Ability to identify process automation opportunities and partner cross-functionally. - QA and audit mindset with documented controls. Preferred Qualifications - Background in financial services direct marketing with knowledge of UDAAP and regulatory workflows. - Experience across multiple direct marketing channels. - Experience working alongside creative or data BA resources in a production environment. Compensation - Annual full-time starting base salary range: $142,000 to $185,000. - Eligible for additional compensation through annual incentive and equity programs. - Pay based on work experience, education, certification(s), training, skills, and competencies. - Comprehensive benefits plan including paid time off, 401(k) match, wellness stipend, health/dental/vision insurance, and more.

• Take control of a complex, multi-stakeholder initiative • Become Mission Lane's primary operational point of contact with the first vendor partner • Build the foundational infrastructure for the program including SFTP file transfer pipelines, automated account placement logic, vendor scorecard framework, QA and call-monitoring protocols, exception playbooks for transitioning accounts