[Remote] Head of Customer Operations

Note: The job is a remote job and is open to candidates in USA. Happy Money is a consumer finance company that provides digital personal loans through its lending platform. The Head of Customer Operations leads Loan Fulfillment, Customer Experience, and Collections, owning operational strategy, team performance, vendor relationships, and improvements to the lending experience and risk controls.

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. Implement best-in-class 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 exceptional customer interactions throughout the repayment lifecycle
• Advocate strongly for the Voice of the Customer, ensuring every interaction—from initial application to loan servicing—is frictionless and supportive. Continuously measure and enhance customer satisfaction while balancing growth, risk, and operational efficiency
• Fully own relationships with third-party service providers, ensuring vendors effectively support collections, underwriting verification processes, fraud detection, and customer service objectives. Ensure strong performance accountability with all external partners
• Recruit, mentor, and develop operational leaders and their teams, creating a culture focused on accountability, execution, efficiency, and data driven decision making
• Actively collaborate with Risk, Compliance, Product, Engineering, and Finance teams to align operations with broader company objectives, ensuring seamless integration and execution of strategic initiatives
• Proactively identify and implement automation, be comfortable with implementing AI agents, and advanced analytics that significantly improve operational efficiency, pull-through rates, collections effectiveness, and the overall customer experience
• Maintain rigorous compliance practices and embed strong risk controls within loan operations, verifications, servicing, and collections

Skills

• 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, demonstrating success in developing talent and fostering accountability and high performance
• Track record of optimizing and scaling operations, specifically enhancing collections processes, verification efficiency, and application-to-funding conversion
• Strong experience overseeing operational processes related to fraud prevention, verification, and customer support, with demonstrated capability in balancing exceptional customer experiences with risk management and operational efficiency
• Proven ability to effectively balance growth initiatives with rigorous compliance and risk management in regulated financial environments
• Customer-focused mindset, ensuring all applicant and borrower interactions remain efficient, supportive, and frictionless throughout their lending journey
• Bachelor's degree in Business, Finance, Operations Management, or related field required
• Experience in FinTech, consumer lending, personal loans, or high-growth financial services companies
• Proven success scaling operations and successfully implementing AI-agents, whether internally developed or through partnerships
• Prior experience collaborating or working closely with credit unions, banks, or other financial institutions

Benefits

• Generous medical, dental, and vision insurance options
• Eligible for Annual Bonus
• 401k Plan with a matching contribution
• Generous PTO including sick leave, vacation, volunteer, and more
• 12 Weeks Paid Parental Leave
• Company-paid short & long term disability and life insurance
• Monthly tech stipend to help cover expenses for remote work
• Happy Money is a 100% fully distributed workforce within the U.S.

Company Overview

Company H1B Sponsorship