Head of Borrower Success

This is a fully remote position, open to applicants in United States.

📋 Description

• Guide the Borrower Success leaders and collaborate with international vendor partners to assist borrowers via chat, phone, and email.

• Take ownership of service levels, quality, productivity, compliance, staffing, and cost efficiency.

• Develop frameworks for performance management, coaching, and quality assurance.

• Analyze operational data and reporting to uncover trends, diagnose underlying issues, and prioritize enhancements.

• Enhance operational controls and quality programs to minimize errors and boost compliance.

• Collaborate with Product and Engineering teams to decrease avoidable contacts, streamline customer journeys, expand self-service options, and enhance support tools and automation.

• Work alongside Analytics, Compliance, and cross-functional partners to refine workflows, operational programs, and the overall borrower experience.

⛳️ Requirements

• A Bachelor’s degree or equivalent practical experience is required.

• A minimum of 4 years of experience in leading customer support, customer experience, servicing, or related operations.

• Proven experience in managing managers and overseeing scaled customer operations across various channels.

• Experience in managing outsourced vendor operations, including service levels, quality, staffing, compliance, or cost metrics.

• Demonstrated ability to own operational performance and quality or control programs in a regulated or similarly intricate environment.

• Familiarity with regulatory and compliance requirements in consumer lending, servicing, collections, banking, or another regulated financial services sector.

• Experience utilizing automation or generative AI to enhance customer support workflows, reporting, efficiency, or overall customer experience.

• Background in developing or scaling quality assurance frameworks, operational systems, or workflow automation.

• Ability to leverage operational data to identify root causes and convert insights into measurable improvements.

• Experience collaborating with Product, Engineering, Analytics, and Compliance teams to enhance customer-facing tools and workflows.

🏝️ Benefits

• Competitive compensation package, which includes base salary, bonus opportunities, and annual equity grants that vest quarterly.

• 401(k) or Group Retirement Savings Plan with a company match of $2 for every $1 contributed, up to $15,000 per year.

• Employee Stock Purchase Plan (ESPP) offering discounted stock purchase options for eligible employees (US only).

• Comprehensive medical, dental, vision, and wellness resources for US employees; supplemental health coverage available for Canada.

• Health Savings Account contributions for eligible plans (US only).

• Life insurance and disability coverage provided.

• Paid time off, sick leave, and company holidays offered.

• Paid family and parental leave benefits.

• Family-focused benefits for fertility, parenthood, and caregiving.

• Employee Assistance Program providing mental health support and life-centered resources.

• Financial planning tools and concierge service available (US only).

• Annual wellness allowance provided.

• Annual productivity allowance for relevant work tools and resources.

• Opportunities for team events, all-company updates, and engagement with employee resource groups.

• Catered lunches and fully stocked micro-kitchens at office locations.