Strategic Head of Customer Operations & Collections – Driving Excellence in Loan Fulfillment, Experience, and Risk Management at brighthush

About brighthush

brighthush is a trailblazing consumer finance platform that empowers individuals to achieve their personal and professional goals through transparent, digitally‑first lending solutions. Leveraging a proprietary lending engine, brighthush delivers a seamless, end‑to‑end borrowing experience that simplifies credit access for consumers while enabling banks, credit unions, and asset managers to diversify their portfolios and scale with confidence. With more than $7 billion in loans originated and nearly 350,000 borrowers served, brighthush is redefining the future of responsible lending in the United States.

As a 100 % fully distributed organization, brighthush champions a remote‑first culture that values autonomy, collaboration, and continuous learning. Our teams operate across time zones, bringing together diverse perspectives to solve complex problems and deliver world‑class customer experiences. We believe that great work is done when people are empowered, supported, and recognized for their contributions.

Why Join brighthush?

• Impact at Scale: Lead the customer operations function that directly influences the experience of hundreds of thousands of borrowers each month.
• Innovation‑Driven: Work with cutting‑edge technology, including AI‑powered verification tools and advanced analytics, to continuously improve operational efficiency.
• Growth Opportunities: As a senior leader, you’ll shape the future of brighthush’s operations, mentor high‑potential talent, and pave the way for your own career progression.
• Inclusive Culture: Our distributed model fosters a collaborative environment where every voice is heard and every idea can be tested.
• Competitive Compensation: Attractive base salary, performance bonus, 401(k) match, and comprehensive benefits package.

Role Overview

We are seeking an execution‑focused Head of Customer Operations to steer our Loan Fulfillment, Customer Experience, and Collections teams. Reporting directly to the Chief Operations Officer, you will own the entire operations function, driving initiatives that enhance efficiency, elevate the borrower journey, and strengthen risk controls. Your leadership will be pivotal in scaling our operations, optimizing verification workflows, and ensuring collections effectiveness while maintaining the highest standards of customer service.

Key Responsibilities

• Strategic Leadership & Vision: Define, track, and evolve operational KPIs that align with brighthush’s growth objectives. Champion a data‑driven culture that informs decision‑making and continuous improvement.
• Loan Application & Verification Optimization: Lead cross‑functional teams to streamline the application‑to‑funding pipeline. Implement best‑in‑class verification processes that reduce friction, increase conversion, and support scalable growth.
• Collections & Servicing Excellence: Design and refine collections strategies to improve performance, reduce losses, and maintain exceptional borrower interactions throughout the repayment lifecycle.
• Customer & Applicant Experience Champion: Advocate for the Voice of the Customer at every touchpoint. Continuously measure satisfaction metrics and implement initiatives that balance growth, risk, and operational efficiency.
• Vendor & Partner Management: Own relationships with third‑party service providers, ensuring they deliver on collections, underwriting, fraud detection, and customer support objectives. Drive performance accountability and continuous improvement.
• Operational Excellence Culture: Recruit, mentor, and develop operational leaders and their teams. Foster a culture of accountability, execution, and data‑driven decision‑making.
• Cross‑Functional Collaboration: Partner with Risk, Compliance, Product, Engineering, and Finance to align operations with broader company goals and execute strategic initiatives seamlessly.
• Process & Technology Innovation: Identify and implement automation, AI agents, and advanced analytics that significantly enhance operational efficiency, pull‑through rates, and collections effectiveness.
• Compliance & Risk Management: Embed robust risk controls within loan operations, verifications, servicing, and collections. Ensure rigorous compliance practices across all operational processes.

Travel & Work Environment

This role requires quarterly in‑person domestic and international travel for vendor and BPO visits. All other work is performed remotely from anywhere within the United States.

About You

• Experience: 10+ years in loan operations, servicing, verifications, and collections, with deep expertise in collections and a proven track record of optimizing verification processes and improving pull‑through rates.
• Leadership: 5+ years of senior leadership experience managing high‑performing operational teams. Demonstrated success in talent development, accountability, and high performance.
• Operational Excellence: Proven ability to scale operations, enhance collections processes, and increase application‑to‑funding conversion.
• Risk & Fraud Management: Strong experience overseeing fraud prevention, verification, and customer support processes, balancing exceptional customer experiences with risk management and operational efficiency.
• Regulatory Acumen: Ability to balance growth initiatives with rigorous compliance and risk management in regulated financial environments.
• Customer‑Centric Mindset: Commitment to ensuring all borrower interactions are efficient, supportive, and frictionless.
• Education: Bachelor’s degree in Business, Finance, Operations Management, or a related field.
• Industry Knowledge: Experience in FinTech, consumer lending, personal loans, or high‑growth financial services companies.

Preferred Qualifications

• Proven success scaling operations and implementing AI‑agents, either internally developed or through partnerships.
• Prior experience collaborating with credit unions, banks, or other financial institutions.

Skills & Competencies

• Strategic Thinking & Execution
• Data‑Driven Decision Making
• Process Improvement & Automation
• Team Leadership & Talent Development
• Customer Experience Design
• Risk & Compliance Management
• Vendor & Partner Management
• Cross‑Functional Collaboration
• Communication & Influencing
• Adaptability & Resilience

Career Growth & Learning Opportunities

At brighthush, we invest heavily in the professional development of our leaders. You will have access to:

• Executive mentorship programs that pair you with senior leaders across the organization.
• Continuous learning resources, including industry conferences, workshops, and online courses.
• Opportunities to lead cross‑functional initiatives that shape the future of the company.
• A clear pathway to executive leadership roles within brighthush.

Compensation & Benefits

• Base Salary: $200,000 – $225,000 USD (commensurate with experience)
• Performance Bonus: Eligible for an annual bonus based on company and individual performance.
• 401(k) Plan: Company matching contribution to support your long‑term financial goals.
• Health & Wellness: Generous medical, dental, and vision insurance options.
• Paid Time Off: Generous PTO, including vacation, sick leave, volunteer days, and more.
• Parental Leave: 12 weeks of paid parental leave.
• Disability & Life Insurance: Company‑paid short‑term and long‑term disability, as well as life insurance.
• Tech Stipend: Monthly stipend to cover remote work expenses.
• Distributed Workforce: Fully remote work within the United States, giving you the flexibility to work from wherever you thrive.

How to Apply

Ready to make a lasting impact on the future of consumer finance? Click the link below to submit your application and join the brighthush team.

About the Posting

Originally posted on