200K–225K USD / year
Head of Customer Operations
OperationsRemote — USA
Published on 2026-10-21
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About this role
Lead Happy Money’s loan fulfillment, customer experience, and collections operations. Improve the lending journey, collections effectiveness, and application-to-funding conversion while maintaining strong risk controls and compliance.
About the company
Happy Money is a financial technology company that provides solutions aimed at helping consumers manage and improve their financial well-being, primarily through innovative lending products and a focus on emotional wellness related to money.
What you'll do
- Set operational strategy and performance metrics, focusing on scalability and efficiency
- Streamline loan application and verification processes to improve conversion
- Develop collections and servicing strategies that reduce losses and support borrowers
- Improve the applicant and borrower experience across the lending lifecycle
- Manage third-party vendors and hold partners accountable for performance
- Recruit, develop, and lead operational teams
- Collaborate with Risk, Compliance, Product, Engineering, and Finance
- Implement automation, AI agents, and analytics to improve operations
What we're looking for
- 10+ years of experience in loan operations, servicing, verifications, and collections
- Deep collections expertise and experience improving verification efficiency and pull-through rates
- 5+ years of senior leadership experience managing operational teams
- Experience scaling operations and balancing growth, customer experience, compliance, and risk
- Bachelor’s degree in Business, Finance, Operations Management, or a related field
- Experience in FinTech, consumer lending, personal loans, or high-growth financial services
Nice to have
- Experience implementing AI agents in operations
- Experience working with credit unions, banks, or other financial institutions
Benefits
- Annual bonus eligibility
- 401(k) with matching contribution
- Generous PTO, including sick leave, vacation, and volunteer time
- 12 weeks of paid parental leave
- Company-paid short- and long-term disability and life insurance
- Monthly remote-work technology stipend
- Medical, dental, and vision insurance
Hiring process
- Quarterly domestic and international travel for vendor and BPO visits is required