Mission Lane is revolutionizing access to credit to pave a clear way forward for millions of Americans on the path to financial success. By attracting top-tier talent and leveraging cutting-edge technology, we’re redefining consumer credit for the better. Sound like a mission you can get behind?
Our Enterprise Platforms team supports Mission Lane core platforms and services that drive customer experiences and business functions. As a Platform Manager on this team, you’ll bring technical expertise and attention to detail as you execute customer messaging across multiple channels including web, mobile, email, and SMS. This individual contributor role will be responsible for maintaining and improving our CustomerIO communications platform, ensuring the right messages reach the right customers, in the right channels. You’ll also be able to gain expertise and contribute on other platforms such as Zendesk and our IVR.
As a Mission Lane Platform Manager, you will:
- Become an expert in Mission Lane’s communication systems including CustomerIO, Twilio, Census, and more as the primary, hands-on team member building and troubleshooting delivery flows and messages.
- Manage intake of internal requests and issues, with guidance from Product and other stakeholders on prioritization and solutions.
- Assist with the requirements for new messaging requests and work with stakeholders to achieve desired outcomes.
- Have an excellent eye for detail, ensuring each message creates an outstanding customer experience, matches business intent, follows Mission Lane comms governance, and complies with regulations.
- Own monitoring and alerting for comms systems. Manage alerts, define new monitoring, and implement or work with engineering for implementation.
- Own comms system incident/issue management including resolutions, remediations, and documentation. Support other incident remediation with customer messaging.
- Learn and become proficient in other Enterprise Platforms (e.g. Zendesk, Segment, and Amazon Connect) to provide backup support
- Drive documentation, best practices, and improvements that ensure the platform is well-managed, flexible, reliable, and resilient.
- Support the development of platform roadmaps to drive improvements and unlock new capabilities for customer experiences, business outcomes, and optimized performance and cost.
To set yourself up for success in this role from day one, you:
- Have an outstanding eye for detail so millions of messages per day are sent right the first time.
- Have excellent organizational skills so you can juggle different priorities and keep people informed
- Are eager to be hands-on and learn as you go.
- Have strong critical reasoning skills with a willingness to speak up if something doesn’t seem right
- Can take on-call rotations to respond to alerts and incidents
- Are a strong written and oral communicator to influence across many levels and audiences
- Have technical experience with systems integrations: you know how information flows between systems and services.
- A “can do” attitude with a focus on execution and results.
- A collaborative, team player attitude with the ability to navigate the organization and influence.
- The ability to focus on customer experiences and outcomes while balancing business needs.
You’ll get Bonus Points for:
- Experience working with CustomerIO or being responsible for a similar communications platform where you focused on outcomes such as deliverability and message effectiveness.
- SQL proficiency for data analysis to drive decisions, execute communications, and troubleshoot.
- Familiarity with open APIs or engineering experience or education.
Compensation
Base Salary: $86,795.45
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 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.
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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 three 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.
Interested in learning more? Check out The Mission Lane Junction for articles on culture, credit, and community, and The Mission Lane Newsroom for media mentions.
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Mission Lane is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, federal, state or local law.
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.
Each Laner is responsible for keeping Mission Lane informed of their primary work location within the United States. Changes to a Laner's work location may result in changes to certain benefits based on local policies and requirements. If a Laner desires to move to an approved state within the US, we ask that they notify People Operations at least 30 days prior to moving, so we can ensure appropriate setup takes place.
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What We Do
Mission Lane is not your average fintech company. We’re on a mission to disrupt the financial industry and normalize treating members like humans. With our unique take on credit, debit, and income discovery, we’re making life easier for millions of Americans, and loving our work every step of the way.
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