Head of Customer Operations

The Company is seeking an execution-focused Head of Customer Operations to lead loan fulfillment, customer experience, and collections. The role owns operational strategy and performance metrics, improves application verification and application-to-funding conversion, and develops collections and servicing practices that balance customer experience with efficiency and risk. Responsibilities include managing third-party service providers, building and developing operational teams, and collaborating across functions to scale operations. The leader will also drive process automation and technology improvements, including the use of AI, while maintaining strong compliance and risk controls. Candidates should have 10 or more years of experience in loan operations, servicing, verifications, and collections, including deep collections expertise and a record of improving verification efficiency and funding conversion. At least five years of senior leadership experience managing and developing high-performing teams is required. Applicants should bring experience scaling operations, overseeing fraud prevention and customer support, and balancing growth with compliance and risk management in regulated financial services. A bachelor’s degree in business, finance, operations management, or a related field is required, along with experience in fintech, consumer lending, personal loans, or high-growth financial services. Experience implementing AI agents or working with financial institutions is an advantage.