Head of Customer Operations

Happy Money is seeking an execution-focused Head of Customer Operations to lead its Loan Fulfillment, Customer Experience, and Collections teams. Reporting directly to the Chief Operations Officer, the role has full ownership of the operations function, including managing operational teams, driving efficiency initiatives, optimizing the applicant experience, and overseeing key third-party vendor relationships.

Responsibilities

Own and drive operational strategy, defining, tracking, and evolving performance metrics across operations; Optimize loan application and verification processes to reduce friction and increase conversion; Enhance collections and servicing strategies to improve performance, reduce losses, and maintain customer interactions; Elevate the customer and applicant experience by advocating for the Voice of the Customer; Own vendor and partner management, ensuring third-party providers support collections, verification, fraud detection, and customer service; Build a culture of operational excellence by recruiting, mentoring, and developing operational leaders and teams; Collaborate cross-functionally with Risk, Compliance, Product, Engineering, and Finance teams; Drive process and technology improvements, including automation, AI agents, and advanced analytics; Ensure compliance and robust risk management within loan operations, verifications, servicing, and collections; Travel quarterly in person, domestically and internationally, for vendor and BPO visits

Requirements

10+ years of experience in loan operations, servicing, verifications, and collections, with deep expertise in collections; Proven experience optimizing verification processes and improving pull-through rates; 5+ years of senior leadership experience managing high-performing operational teams; Track record of optimizing and scaling operations, specifically enhancing collections processes, verification efficiency, and application-to-funding conversion; Strong experience overseeing operational processes related to fraud prevention, verification, and customer support; Proven ability to balance growth initiatives with rigorous compliance and risk management in regulated financial environments; Customer-focused mindset, ensuring all applicant and borrower interactions remain efficient, supportive, and frictionless; Bachelor's degree in Business, Finance, Operations Management, or related field required; Experience in FinTech, consumer lending, personal loans, or high-growth financial services companies

Nice to have

Proven success scaling operations and successfully implementing AI-agents, whether internally developed or through partnerships; Prior experience collaborating or working closely with credit unions, banks, or other financial institutions

Benefits

Generous medical, dental, and vision insurance options; Eligible for annual bonus; 401k plan with matching contribution; Financial wellness suite with high-yield savings, credit building, and home buying support; Generous PTO including sick leave, vacation, volunteer, and more; Paid parental leave; Company-paid short and long term disability and life insurance; Monthly tech stipend to help cover expenses for remote work