[Hiring] Head of Customer Operations @Happy Money

Role Description

We are seeking an execution-focused Head of Customer Operations to lead our Loan Fulfillment, Customer Experience, and Collections teams. Reporting directly to the Chief Operations Officer, you will have full ownership of the entire operations function, including:

• Managing operational teams
• Driving initiatives to enhance efficiency and effectiveness
• Optimizing the applicant experience
• Overseeing key third-party vendor relationships

This role is instrumental in delivering a seamless, secure, and highly efficient lending experience, with significant emphasis placed on:

• Collections effectiveness
• Streamlining the applicant verifications process
• Driving improvements in application-to-funding pull-through rates

You’ll ensure robust risk controls, continuously improve operational processes, and collaborate cross-functionally to scale operations and implement strategies that balance growth, efficiency, customer satisfaction, and rigorous risk management.

Responsibilities

• Own and Drive Operational Strategy: Define, track, and evolve critical performance metrics across operations, prioritizing scalability, efficiency, and execution.
• Optimize Loan Application and Verification Processes: Lead efforts to streamline and accelerate the application-to-funding journey.
• Enhance Collections and Servicing: Lead the development and continuous refinement of collections strategies to improve performance and reduce losses.
• Elevate the Customer and Applicant Experience: Advocate strongly for the Voice of the Customer, ensuring every interaction is frictionless and supportive.
• Vendor and Partner Management: Fully own relationships with third-party service providers, ensuring vendors effectively support collections and customer service objectives.
• Build a Culture of Operational Excellence: Recruit, mentor, and develop operational leaders and their teams.
• Collaborate Cross-Functionally: Actively collaborate with Risk, Compliance, Product, Engineering, and Finance teams.
• Drive Process and Technology Improvements: Proactively identify and implement automation and advanced analytics.
• Ensure Compliance and Robust Risk Management: Maintain rigorous compliance practices and embed strong risk controls.

Note: This role requires quarterly in-person domestic/international travel for vendor and BPO visits.

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, specifically enhancing collections processes.
• Strong experience overseeing operational processes related to fraud prevention and customer support.
• Proven ability to effectively balance growth initiatives with rigorous compliance and risk management.
• Customer-focused mindset, ensuring efficient and supportive interactions throughout the lending journey.
• 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.

Bonus Points For

• Proven success scaling operations and successfully implementing AI-agents.
• 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 a matching contribution
• Generous PTO including sick leave, vacation, volunteer, and more
• 12 Weeks Paid Parental Leave
• Company-paid short & long term disability and life insurance
• Monthly tech stipend to help cover expenses for remote work

Company Description

Happy Money is a consumer finance company that empowers people to achieve their goals through simple, transparent loans funded by trusted financial institutions. Happy Money is a 100% fully distributed company based in the United States.