Head of Borrower Success

📋 Description

• Lead Borrower Success leaders and vendor partners nationwide across chat, phone, and email.
• Set performance management, coaching, and quality frameworks for borrower outcomes.
• Use data reporting to identify trends and prioritize improvements.
• Strengthen controls to reduce errors and support compliant growth.
• Partner with Product and Engineering to streamline journeys and self-service.
• Collaborate with Analytics and Compliance to improve end-to-end workflows.

🎯 Requirements

• Bachelor’s degree or equivalent experience.
• 4+ years in leading customer support or related ops.
• Experience managing managers across multiple channels.
• Experience with outsourced vendor ops, SLAs, and compliance.
• Proven track record owning ops performance and quality in regulated environments.

🎁 Benefits

• Competitive compensation packages and equity opportunities.
• Comprehensive health coverage for you and family.
• 401(k) with company match and retirement benefits.
• Paid time off, holidays, and parental leave.
• Employee Assistance Program and wellness resources.
• Remote-friendly with regular in-person onsites.