Head of Customer Operations

We are seeking an execution-focused Head of Customer Operations to lead our Loan Fulfillment, Customer Experience, and Collections teams. Reporting directly to the Chief Operations Officer, you will have full ownership of the entire operations function, including managing operational teams, driving initiatives to enhance efficiency and effectiveness, optimizing the applicant experience, and overseeing key third-party vendor relationships.

This role is instrumental in delivering a seamless, secure, and highly efficient lending experience, with significant emphasis placed on collections effectiveness, streamlining the applicant verifications process, and driving improvements in application-to-funding pull-through rates. You’ll ensure robust risk controls, continuously improve operational processes, and collaborate cross-functionally to scale operations and implement strategies that balance growth, efficiency, customer satisfaction, and rigorous risk management.

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: Lead the development and continuous refinement of collections strategies to improve performance, reduce losses, and maintain exceptional customer interactions throughout the repayment lifecycle.
• Elevate the Customer and Applicant Experience: 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 and 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.
• Build a Culture of Operational Excellence: Recruit, mentor, and develop operational leaders and their teams, creating a culture focused on accountability, execution, efficiency, and data-driven decision making.
• Collaborate Cross-Functionally: 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.
• Drive Process and Technology Improvements: 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.
• Ensure Compliance and Robust Risk Management: Maintain rigorous compliance practices and embed strong risk controls within loan operations, verifications, servicing, and collections.

Note: This role requires quarterly in-person domestic/international travel for vendor and BPO visits.