Senior Director, Operational Excellence

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

📋 Description

• Build and direct a high-performing Operational Excellence organization that encompasses Issue Management, Customer Complaints, Identity Theft & Credit Disputes, and Quality Control.

• Formulate the long-term strategy, organizational structure, operational rhythms, and performance management framework for the Operational Excellence function.

• Create scalable processes for identifying, investigating, tracking, and resolving operational issues while ensuring necessary governance and accountability.

• Develop and manage complaint management programs that facilitate timely resolutions, root-cause identification, trend analysis, and continuous improvement.

• Oversee the strategy and execution for identity theft investigations and credit dispute operations, ensuring compliance with relevant regulatory requirements and customer protection standards.

• Design and enhance a quality control program that assesses operational performance, identifies process gaps, and drives measurable improvements in customer and business outcomes.

• Collaborate with Compliance, Legal, Risk, Internal Audit, Product, Engineering, and Operations leaders to bolster operational controls and mitigate emerging risks.

• Create executive-level reporting, dashboards, and governance mechanisms to provide insight into operational health, customer experience, and risk trends.

• Foster a culture of accountability, operational rigor, and continuous improvement through data-driven decision-making.

• Hire, develop, and mentor leaders and team members while cultivating an inclusive, high-performance environment.

• Spearhead large-scale operational improvement initiatives that enhance efficiency, reduce risk, and improve the customer experience.

⛳️ Requirements

• A minimum of 12 years of experience in operations, operational risk, operational excellence, complaint management, quality assurance, compliance operations, or related fields within financial services, fintech, banking, lending, or consumer finance.

• At least 7 years of leadership experience, including managing managers and leading multi-functional organizations.

• Proven experience in building and scaling operational programs, teams, and governance frameworks in a regulated environment.

• Background in leading customer complaint management, issue management, quality control, audit, risk, compliance, or related operational functions.

• Competence in developing and presenting operational performance metrics and executive-level reports to senior leadership.

• Experience in driving cross-functional initiatives involving Operations, Product, Risk, Compliance, Legal, and Technology teams.

• Bachelor's degree or equivalent practical experience.

🏝️ Benefits

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

• Retirement benefits to assist you in planning for the future, including a 401(k) or Group Retirement Savings Plan with a company match of $2 for every $1 contributed, up to $15,000 annually (USD in the US, CAD in Canada).

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

• Comprehensive health coverage tailored to support you and your family, including medical, dental, vision, and wellness resources for the US and supplemental health coverage for Canada.

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

• Income protection benefits, which include life insurance and disability coverage for enhanced financial security.

• Paid time off, sick leave, and company holidays in accordance with local regulations.

• Paid family and parental leave to assist with caregiving and significant life events (duration varies by country).

• Family-oriented benefits to support fertility, parenthood, and caregiving needs.

• Employee Assistance Program (EAP) that offers mental health support and life-centered resources.

• Financial wellness resources, including access to financial planning tools and a financial concierge service (US Only).

• Annual wellness allowance to promote your physical and emotional well-being and personal development, based on your priorities.

• Annual productivity allowance to invest in the necessary tools and resources to optimize your work, regardless of your location.

• Connection and community through team events, all-company updates, and employee resource groups (ERGs).

• Onsite perks, including catered lunches and fully stocked micro-kitchens when working from one of our offices in the Bay Area, Austin, Columbus, and New York City (opening Summer 2026!).