Head of Customer Operations

📋 Description

• Define, track, and evolve critical performance metrics across operations, prioritizing scalability
• Optimize loan application and verification processes, leading efforts to streamline the
• Enhance collections and servicing strategies to improve performance, reduce losses, and maintain
• Elevate the customer and applicant experience, advocating for the Voice of the Customer.
• Manage third-party vendor relationships, ensuring vendors support collections, verification, fraud
• Build a culture of operational excellence, recruiting, mentoring, and developing operational

🎯 Requirements

• 10+ years of experience in loan operations, servicing, verifications, and collections.
• 5+ years of senior leadership experience managing high-performing operational teams.
• Track record of optimizing and scaling operations, enhancing collections, verification efficiency
• Strong experience overseeing operational processes related to fraud prevention, verification, and
• Proven ability to balance growth initiatives with compliance and risk management in regulated
• Customer-focused mindset ensuring efficient and supportive interactions.

🎁 Benefits

• Generous medical, dental, and vision insurance options
• Eligible for Annual Bonus
• 401k Plan with a matching contribution
• Generous PTO including sick leave, vacation, volunteer, and more
• 12 Weeks Paid Parental Leave
• Company-paid short & long term disability and life insurance