Remote Head of Customer Operations & Experience

OpenKrill; États-Unis; À distance; USD 200 000 - 225 000; Plein temps

Avantages offerts par ce poste

Annual Bonus

401k Plan with matching

Generous PTO & leave

Remote tech stipend

Fully distributed workforce in the U.S

Résumé du poste

Happy Money is seeking a Head of Customer Operations to lead Loan Fulfillment, Customer Experience, and Collections. You will own the operations function, drive efficiency, optimize the applicant experience, and manage third-party vendors.

This role emphasizes collections effectiveness, verification efficiency, and risk controls across the lending lifecycle. Reporting to the COO, you will shape operational strategy, collaborate cross-functionally, and scale processes for growth while balancing

Qualifications

• 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, notably collections and verification efficiency.
• Strong experience in fraud prevention, verification, and customer support with risk management.
• Proven ability to balance growth initiatives with rigorous compliance and risk management in regulated financial environments.
• Customer-focused mindset ensuring frictionless applicant and borrower interactions.
• Experience in FinTech, consumer lending, personal loans, or high-growth financial services.

Responsabilités

• Own and drive operational strategy with metrics for scalability, efficiency, and execution.
• Optimize the application-to-funding journey and verification processes to reduce friction.
• Lead development of collections strategies to improve performance and reduce losses.
• Elevate customer and applicant experience with Voice of the Customer initiatives.
• Manage vendor and partner relationships to meet service objectives and accountability.
• Recruit, mentor, and develop operational leaders and teams for accountability and efficiency.
• Collaborate with Risk, Compliance, Product, Engineering, and Finance for aligned execution.
• Drive automation and analytics, including AI agents, to boost pull-through and servicing.
• Maintain rigorous compliance and robust risk controls across loan operations.

Connaissances

Loan operations

Collections

Verification processes

Operational leadership

Risk management

Formation

Bachelor's degree in Business/Finance/Operations

Description du poste

Happy Money is seeking a Head of Customer Operations to lead Loan Fulfillment, Customer Experience, and Collections. You will own the operations function, drive efficiency, optimize the applicant experience, and manage third-party vendors.

This role emphasizes collections effectiveness, verification efficiency, and risk controls across the lending lifecycle. Reporting to the COO, you will shape operational strategy, collaborate cross-functionally, and scale processes for growth while balancing