Head of Customer Operations

Role overview Lead loan fulfillment, customer experience, and collections operations, with responsibility for operational strategy, performance, and execution. The role focuses on making the application-to-funding process more efficient, improving collections outcomes, and maintaining a supportive borrower experience while managing risk and compliance.

Responsibilities - Set and track operational metrics, then improve processes to raise verification efficiency, funding conversion, and customer satisfaction. - Streamline loan application and verification workflows to reduce friction and support growth. - Develop collections and servicing strategies that improve performance and reduce losses. - Manage third-party providers supporting collections, verification, fraud detection, and customer service. - Recruit, mentor, and develop operational leaders and teams; establish accountability and data-informed decision making. - Partner with risk, compliance, product, engineering, and finance on operational initiatives and controls. - Identify opportunities for automation, AI agents, and analytics to improve operations and customer outcomes.

Requirements - 10+ years of experience across loan operations, servicing, verification, and collections, with deep collections expertise. - 5+ years leading operational teams and developing talent. - Demonstrated success improving collections, verification efficiency, and application-to-funding conversion while scaling operations. - Experience balancing customer experience, growth, fraud prevention, compliance, and risk in a regulated financial setting. - Bachelor’s degree in business, finance, operations management, or a related field. - Background in fintech, consumer lending, personal loans, or high-growth financial services. - Able to travel domestically and internationally each quarter for vendor and business process outsourcing visits.

Nice to have Experience scaling operations with AI agents and working with credit unions, banks, or other financial institutions.

Benefits and work setup Fully remote within the United States, with quarterly travel. The listed base salary range is $200,000–$225,000. Benefits include medical, dental and vision coverage, annual bonus eligibility, 401(k) matching, paid time off, 12 weeks of paid parental leave, company-paid disability and life insurance, and a monthly remote-work technology stipend.