Strategic Head of Customer Operations & Experience – Driving Loan Fulfillment, Collections, and Operational Excellence at brighthush
About brighthush
brighthush is a trailblazing consumer finance company dedicated to empowering individuals to reach their financial goals through simple, transparent, and fully digital lending solutions. Powered by our proprietary platform, Hive, we streamline the borrowing journey, making it faster, safer, and more accessible for consumers while enabling credit unions, banks, and asset managers to diversify their balance sheets and scale with confidence.
Since our inception, brighthush has originated over $7 billion in loans, helping nearly 350,000 people take control of their financial futures. Our success is built on disciplined credit expertise, robust risk management, and a relentless focus on customer experience. We operate as a 100% fully distributed organization across the United States, fostering a culture of autonomy, collaboration, and continuous improvement.
At brighthush, we believe that technology and human empathy can coexist to create a lending experience that feels personal, trustworthy, and effortless. Our mission is to democratize access to credit, and our values—innovation, integrity, inclusivity, and impact—guide everything we do.
About the Role
We are seeking an execution-focused Head of Customer Operations & Experience to lead 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 applicant journey, and strengthen risk controls. Your leadership will shape how brighthush delivers a seamless, secure, and highly efficient lending experience at scale.
Key Responsibilities
- Own and Drive Operational Strategy: 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.
- Optimize Loan Application and Verification Processes: 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.
- Enhance Collections and Servicing: Design and continuously refine collections strategies to improve performance, reduce losses, and maintain exceptional customer interactions throughout the repayment lifecycle.
- Elevate the Customer and Applicant Experience: Champion 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.
- Vendor and Partner Management: Own relationships with third‑party service providers, ensuring Apply for this job