Head of Customer Operations

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

📋 Description

• Oversee the Loan Fulfillment, Customer Experience, and Collections teams

• Manage the entire operations function, reporting directly to the Chief Operations Officer

• Establish, monitor, and enhance key operational performance metrics

• Streamline loan application, verification, and application-to-funding processes

• Create and improve collections and servicing strategies

• Enhance the experience of applicants and borrowers while boosting customer satisfaction

• Oversee relationships with third-party service providers and partners

• Recruit, mentor, and cultivate operational leaders and teams

• Collaborate with Risk, Compliance, Product, Engineering, and Finance departments

• Implement automation, AI agents, and advanced analytics techniques

• Uphold compliance practices and integrate risk controls throughout loan operations

⛳️ Requirements

• Over 10 years of experience in loan operations, servicing, verifications, and collections

• Extensive knowledge in collections with a proven track record of optimizing verification processes and enhancing pull-through rates

• More than 5 years of senior leadership experience managing high-performing operational teams

• Demonstrated success in optimizing and scaling operations, improving collections processes, verification efficiency, and application-to-funding conversion

• Experience in overseeing fraud prevention, verification, and customer support processes

• Capability to balance growth initiatives with compliance and risk management in regulated financial environments

• Bachelor’s degree in Business, Finance, Operations Management, or a related field is required

• Experience in FinTech, consumer lending, personal loans, or rapidly growing financial services companies

• Willingness to travel quarterly for domestic/international vendor and BPO visits

🏝️ Benefits

• Comprehensive medical, dental, and vision insurance options

• Eligible for an Annual Bonus

• 401k Plan with employer matching contributions

• Generous PTO including sick leave, vacation, volunteer time, and more

• 12 Weeks of Paid Parental Leave

• Company-funded short & long-term disability and life insurance

• Monthly technology stipend to assist with remote work expenses

• Fully distributed workforce operating within the U.S.