Head of Service Operations – Sr. Manager/Director

🕒 May 2

🇺🇸 United States – Remote

💵 $190k - $250k / year

⏰ Full Time

🟠 Senior

⚙️ Operations

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Collective

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2020

💳 Fintech

☁️ SaaS

Fintech • SaaS

Collective is an all-in-one financial platform for self-employed entrepreneurs and freelancers. It provides software tools and partnered services for tax optimization, bookkeeping, payroll, and business formation, helping members save on business taxes and manage their finances efficiently. Collective offers self-help tools rather than legal or financial advice and integrates third-party tax preparation and related services.

📋 Description

• Own daily execution of the full Service Operations function (bookkeeping and tax preparation) as a single integrated manufacturing system. • Manage a team of line managers and senior managers across all production workflows. Set clear performance expectations, run tight operating cadences, and develop hands-on leaders. • Drive daily and weekly production reviews monitoring throughput, SLA adherence, first-pass quality rate, and capacity utilization in real time. • Own backlog recovery: when production falls behind, activate and execute pre-defined recovery playbooks before the problem compounds. • Manage capacity dynamically. Match staffing to inflow forecasts and redistribute specialists across workflow types. • Partner with Product Operations to enforce financial quality standards and surface patterns of failure. • Partner with Strategic Operations to translate floor needs into system improvement requests and own the feedback loop.

🎯 Requirements

• 10+ years managing high-volume, process-driven operations. Financial services, fintech, tax services, or professional services at scale preferred. • A manufacturing or industrial operations mindset: you think in throughput, utilization, cycle time, and first-pass yield, not effort and headcount. • Proven track record running multi-workflow operations where different work types run in parallel and must be balanced dynamically. • Strong people leader with direct experience managing managers. You build a player-coach culture where every leader stays in the work. • Familiarity with Lean and Six Sigma principles, statistical process control, root cause analysis, and variance reduction. Formal certification is a plus, not required. • Experience with financial services workflows (accounting, tax, bookkeeping) is strongly preferred. • Comfort in a systems-driven environment where workflows are encoded in tools and your job is to run the system, not redesign it on the fly. • A clear point of view on the AI transition in financial services.

🏖️ Benefits

• Remote-Friendly Environment: Flexibility to work from home while staying connected to the team. • Health & Wellness: $200 quarterly reimbursement to support your well-being. • Fresh Lunch: Provided on in-office days for those in a hybrid schedule. • Commuter Support: $150 monthly reimbursement for transit expenses for those in a hybrid schedule. • Time Off: Flexible PTO plus 14 company holidays. • Comprehensive Coverage: 100% medical, dental, and vision for employees; 75% coverage for dependents. • Parental Leave: 16 weeks fully paid. • Retirement & Ownership: 401k plan plus an equity package. • Team Connection: Quarterly virtual events and an annual in-person summit.