Senior Operations Leader: Execution & Customer Experience

Accion Opportunity Fund; Los Angeles (CA); Hybrid; USD 190,000 - 235,000; Full time

Benefits offered by this job

Hybrid work model

Leadership role in fintech

Job summary

Accion Opportunity Fund is seeking a Vice President of Operations and Execution to lead and optimize our service-delivery and customer-facing operations across multiple markets. This hands-on role requires deep operations experience, strong leadership, and a track record of delivering complex initiatives on time and within budget.

You will translate priorities into actionable plans, manage leaders and vendors, and drive performance improvements that enhance customer outcomes and operational

Qualifications

• Ten+ years of progressive experience in operations, servicing, or related disciplines with leadership of managers and distributed teams.
• Experience improving operating performance and leading complex implementations from planning through sustained execution.
• Experience managing high-volume workflows, service levels, quality, controls, and customer escalations in a regulated or complex environment.
• Strong command of operating data and performance management with ability to translate analysis into action.
• Experience managing third-party vendors or outsourced operations with scorecards and governance.

Responsibilities

• Lead daily performance of operations and service-delivery functions with clear ownership and metrics.
• Monitor volume, capacity, backlog, cycle time, quality, customer outcomes, cost, and risk; act on insights.
• Resolve bottlenecks and escalations with managers, frontline teams, vendors, and partners.
• Translate priorities into practical workplans with milestones, owners, and dependencies.
• Ensure timely execution and escalate unresolved issues with facts, options, and recommendations.

Skills

Operations leadership

Process improvement

Data-driven decision-making

Vendor management

Cross-functional collaboration

Regulatory/compliance awareness

Budgeting

Education

Bachelor's degree or equivalent

Tools

Zendesk

Service Portal

Job description

Accion Opportunity Fund is seeking a Vice President of Operations and Execution to lead and optimize our service-delivery and customer-facing operations across multiple markets. This hands-on role requires deep operations experience, strong leadership, and a track record of delivering complex initiatives on time and within budget.

You will translate priorities into actionable plans, manage leaders and vendors, and drive performance improvements that enhance customer outcomes and operational