Head of Customer Operations
About the Role
The organization is seeking an execution-focused Head of Customer Operations to lead its loan fulfillment, customer experience, and collections teams. Reporting directly to the Chief Operations Officer, this full-time role holds full ownership of the entire operations function, including managing operational teams, driving efficiency and effectiveness initiatives, optimizing the applicant experience, and overseeing key third-party vendor relationships. This leadership role focuses on delivering a seamless, secure, and highly efficient lending experience, with strong emphasis on collections effectiveness, streamlining the applicant verification process, and driving improvements in application-to-funding pull-through rates. The role ensures robust risk controls, continuously improves operational processes, and collaborates cross-functionally to scale operations while balancing growth, efficiency, customer satisfaction, and rigorous risk management. The position is 100% remote within the United States and requires quarterly in-person domestic and international travel for vendor and business process outsourcing (BPO) site visits.
Key Responsibilities
Define, track, and evolve critical performance metrics across operations, prioritizing scalability, efficiency, and execution. Proactively optimize processes that enhance verification efficiency, increase pull-through rates, and elevate the applicant and borrower experience. Lead efforts to streamline and accelerate the application-to-funding journey, implementing verification processes that reduce friction, increase conversion, and support scalable growth. Lead the development and continuous refinement of collections strategies to improve performance, reduce losses, and maintain positive customer interactions throughout the repayment lifecycle. Advocate for the voice of the customer, ensuring every interaction across the lending journey is frictionless, supportive, and aligned with customer satisfaction goals. Own relationships with third-party service providers supporting collections, underwriting verification processes, fraud detection, and customer service, holding external partners accountable for strong performance. Recruit, mentor, and develop operational leaders and teams, establishing a culture centered on accountability, execution, efficiency, and data-driven decision-making. Actively collaborate with risk, compliance, product, engineering, and finance teams to align operations with broader strategic objectives and ensure seamless execution. Identify and implement automation, artificial intelligence agents, and advanced analytics to improve operational efficiency, pull-through rates, collections effectiveness, and customer experience. Maintain rigorous compliance practices and embed strong risk controls across loan operations, verifications, servicing, and collections. Required Qualifications 10+ years of experience in loan operations, servicing, verifications, and collections, with deep expertise in collections and proven experience optimizing verification processes and improving pull-through rates. 5+ years of senior leadership experience managing high-performing operational teams, with demonstrated success in developing talent and fostering accountability. Demonstrated track record of optimizing and scaling operations, specifically enhancing collections processes, verification efficiency, and application-to-funding conversion. Extensive experience overseeing operational processes related to fraud prevention, verification, and customer support, with the ability to balance customer experience with risk management and efficiency. Proven ability to balance growth initiatives with rigorous compliance and risk management in regulated financial environments. Customer-focused mindset focused on delivering supportive, efficient, and frictionless experiences throughout the lending journey. Experience in fintech, consumer lending, personal loans, or high-growth financial services organizations. Bachelor's degree in business, finance, operations management, or a related field.
Preferred Qualifications
Proven success scaling operations and implementing AI agents, whether developed internally or through strategic partnerships. Prior experience collaborating or working closely with credit unions, banks, or other financial institutions.
Compensation and Benefits
Base salary range of $200,000 to $225,000 USD per year. Eligibility for an annual bonus. Health coverage, including medical, dental, and vision insurance options. 401(k) retirement plan with an employer matching contribution. Paid time off, including vacation, sick time, and volunteer leave. Paid parental leave. Life insurance along with short-term and long-term disability coverage. Remote work technology stipend.