Head of Customer Operations: Loans Fulfillment & Experience
Happy Money
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Benefits offered by this job
Job summary
Happy Money is seeking an execution-focused Head of Customer Operations to lead Loan Fulfillment, Customer Experience, and Collections. You will own the operations function, optimize verification, and drive efficiency across third-party vendor relationships.
You will oversee risk controls, improve application-to-funding pull-through, and balance growth with customer satisfaction and operational excellence.
Qualifications
- 10+ years of experience in loan operations, servicing, verifications, and collections.
- 5+ years of senior leadership experience managing high-performing teams.
- Proven ability to optimize and scale operations with high risk controls.
- Experience in fraud prevention, verification, and customer support.
- Ability to balance growth with compliance and risk management.
Responsibilities
- Own and drive operational strategy with metrics, driving efficiency and scalability.
- Optimize application-to-funding, verification, and borrower experience.
- Lead collections strategies to improve performance and reduce losses.
- Elevate customer and applicant experience, measuring satisfaction.
- Manage vendor/partner relationships to support operations objectives.
- Recruit and develop operational leaders fostering accountability and data-driven decisions.
Skills
Education
Job description
Happy Money is seeking an execution-focused Head of Customer Operations to lead Loan Fulfillment, Customer Experience, and Collections. You will own the operations function, optimize verification, and drive efficiency across third-party vendor relationships.
You will oversee risk controls, improve application-to-funding pull-through, and balance growth with customer satisfaction and operational excellence.
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