Head of Customer Operations

🕒 October 21

🇺🇸 United States – Remote

💵 $200k - $225k / year

⏰ Full Time

🔴 Lead

⚙️ Operations

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Happy Money

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2009

💸 Finance

💳 Fintech

Finance • Fintech

Happy Money is a company that offers personal loans with the goal of promoting financial happiness and well-being. They provide loans ranging from $5,000 to $40,000 at competitive rates starting from 8. 95% APR. Happy Money collaborates with community-focused lending partners to offer a transparent and simple lending process designed to help individuals pay off credit card debt and achieve personal financial goals. Checking your rate is free and doesn’t affect your credit score. Their services are aimed at fostering a debt-free lifestyle and improving members' financial confidence and credit scores.

📋 Description

• Lead the Loan Fulfillment, Customer Experience, and Collections teams • Own the entire operations function and report directly to the Chief Operations Officer • Define, track, and evolve critical operational performance metrics • Optimize loan application, verification, and application-to-funding processes • Develop and refine collections and servicing strategies • Improve applicant and borrower experience and customer satisfaction • Manage third-party service provider and partner relationships • Recruit, mentor, and develop operational leaders and teams • Collaborate with Risk, Compliance, Product, Engineering, and Finance • Implement automation, AI agents, and advanced analytics • Maintain compliance practices and embed risk controls across loan operations

🎯 Requirements

• 10+ years of experience in loan operations, servicing, verifications, and collections • Deep expertise in collections and 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, enhancing collections processes, verification efficiency, and application-to-funding conversion • Experience overseeing fraud prevention, verification, and customer support processes • Ability to balance growth initiatives with compliance and risk management in regulated financial environments • 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 • Quarterly in-person domestic/international travel for vendor and BPO visits required

🏖️ 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 • 100% fully distributed workforce within the U.S.

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