Visionary Remote Head of Customer Operations – Driving Loan Fulfillment, Customer Experience, and Collections Excellence at brighthush

About brighthush and the Opportunity

brighthush is not just another fintech company; we are a movement that is reshaping the way everyday people access credit. Founded on the conviction that financial empowerment should be simple, transparent, and customer‑centric, we have grown from a modest startup into a dynamic, fully distributed organization of 51‑200 professionals across the United States. Our platform partners with trusted financial institutions to deliver personal loans that are fast, fair, compliant, and designed with the borrower in mind.

We are looking for a visionary Remote Head of Customer Operations who will steer the entire customer journey—from application to funding, servicing, and collections—toward unparalleled excellence. This role is pivotal in ensuring that every borrower experiences a frictionless, supportive, and secure lending process while maintaining rigorous risk controls and compliance standards.

As a remote leader, you will collaborate with cross‑functional teams—Risk, Compliance, Product, Engineering, and Finance—to align operational strategies with brighthush’s broader growth objectives. Your impact will be felt across the organization, shaping the way we serve millions of customers nationwide.

Key Responsibilities

In this role, you will own and elevate the entire customer operations ecosystem. Your day‑to‑day focus will include:

• Strategic Metric Leadership: 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.
• Application‑to‑Funding Optimization: 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.
• Collections Excellence: Lead the development and continuous refinement of collections strategies to improve performance, reduce losses, and maintain exceptional customer interactions throughout the repayment lifecycle.
• Voice of the Customer Champion: 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.
• Vendor & Partner Management: 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.
• Team Development & Culture: Recruit, mentor, and develop operational leaders and their teams, creating a culture focused on accountability, execution, efficiency, and data‑driven decision making.
• Cross‑Functional Collaboration: 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.
• Automation & AI Integration: 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.
• Compliance & Risk Governance: Maintain rigorous compliance practices and embed strong risk controls within loan operations, verifications, servicing, and collections.

Essential 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, 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 a related field is 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.

Preferred Qualifications

• Advanced degree (MBA, MS in Finance, or equivalent) or relevant certifications (e.g., Six Sigma, PMP, or risk‑management credentials).
• Experience leading operations in a high‑growth, fast‑paced startup environment with a distributed workforce.
• Demonstrated success in building and scaling a customer‑operations function from scratch.
• Proficiency in data‑driven decision making using advanced analytics platforms (e.g., Tableau, Power BI, or similar).
• Hands‑on experience with AI‑driven automation tools and chat‑bot platforms for customer service and collections.
• Strong understanding of regulatory frameworks such as CFPB, FDIC, and state‑level lending regulations.

Skills & Competencies

• Strategic Vision: Ability to translate business goals into actionable operational strategies.
• Process Engineering: Expertise in designing, implementing, and continuously improving end‑to‑end processes.
• Data Analytics: Proficiency in leveraging data to drive insights, forecast trends, and measure performance.
• Leadership & Coaching: Proven track record of building high‑performing teams and fostering a culture of accountability.
• Vendor Management: Skilled at negotiating contracts, setting KPIs, and ensuring vendor alignment with company objectives.
• Risk & Compliance: Deep understanding of risk frameworks and the ability to embed controls into daily operations.
• Customer Empathy: Strong focus on delivering a seamless, supportive experience for every borrower.
• Change Management: Ability to lead organizational change and drive adoption of new technologies and processes.
• Communication: Excellent written and verbal communication skills, capable of articulating complex concepts to diverse stakeholders.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As Head of Customer Operations, you will:

• Lead a high‑impact function that directly influences the company’s growth trajectory and customer satisfaction metrics.
• Collaborate with senior executives, gaining exposure to strategic decision‑making at the highest levels.
• Drive innovation by piloting cutting‑edge AI and automation solutions that shape the future of consumer finance.
• Mentor and develop a team of operational leaders, building a legacy of excellence and empowerment.
• Participate in cross‑functional initiatives that broaden your skill set across risk, product, engineering, and finance.
• Access continuous learning resources, including industry conferences, certifications, and internal knowledge‑sharing sessions.

Work Environment & Company Culture

brighthush is a 100% fully distributed workforce, empowering employees to work from anywhere in the United States. Our culture is built on:

• Transparency: Open communication channels and real‑time visibility into company performance.
• Innovation: A bias toward experimentation, rapid iteration, and data‑driven decision making.
• Collaboration: Cross‑functional teams that break down silos and work toward shared goals.
• Inclusivity: A diverse workforce that values different perspectives and fosters belonging.
• Work‑Life Balance: Flexible schedules, generous paid time off, and a focus on employee well‑being.
• Impact: Every team member’s contribution directly influences the lives of millions of borrowers.

Compensation & Benefits

While specific figures may vary based on experience and location, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with experience and market benchmarks.
• Annual performance bonus potential.
• 401(k) plan with company match.
• Comprehensive medical, dental, and vision insurance options.
• Company‑paid short‑ and long‑term disability and life insurance.
• Generous paid time off (PTO), including vacation, sick leave, volunteer days, and more.
• 12 weeks of paid parental leave.
• Monthly tech stipend to support remote work setup.
• Access to professional development programs and industry conferences.

Why Join brighthush?

As the Remote Head of Customer Operations, you will be at the forefront of transforming how millions of people access credit. You will:

• Lead a mission‑driven organization that values transparency, innovation, and customer success.
• Shape the future of consumer finance by integrating AI, automation, and data analytics into core operations.
• Build and mentor a high‑performing team that thrives in a distributed, collaborative environment.
• Drive measurable impact on growth, customer satisfaction, and risk mitigation.
• Enjoy a flexible, remote work model that supports your personal and professional life.

Ready to Make a Difference?

If you are a seasoned operations leader with a passion for customer experience, a knack for process optimization, and a drive to innovate, we want to hear from you. Join brighthush and help us redefine the lending experience for millions of borrowers across the United States.

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