Senior Complaints Manager

For our client, we are seeking a Senior Complaints Manager to join the team of a leader in the Finance & Insurance space. This role will lead complaint operations for consumer lending products, with a strong focus on timely, compliant resolution and a consistently high-quality customer experience. You will guide a team of managers and associates while partnering closely with Compliance, Product, and Risk to strengthen processes, improve regulatory readiness, and drive operational performance. The position will also use complaint trends and reporting to uncover opportunities for product, workflow, and service improvements in a highly regulated environment. Location: Remote - US based candidates only, no visa sponsorship available Compensation: $104,800 – $145,000 annually Responsibilities Lead and develop a team of complaints operations managers and associates, fostering a culture of continuous improvement Oversee the full complaint resolution process for consumer lending products, ensuring compliance and timeliness Evaluate and enhance complaint workflows and team structures to improve operational efficiency Collaborate with Compliance, Product, and Risk leaders to improve complaint handling and regulatory readiness Analyze complaint trends and operational performance to drive product and process improvements Create performance reports that provide insights into complaint volumes and resolution timelines Qualifications 6+ years in consumer lending, banking operations, or financial services with a focus on complaint management 3+ years of direct people management experience in complaints operations or regulated financial services Proven track record in investigating and resolving consumer complaints, including regulatory escalations Strong understanding of consumer financial protection regulations and complaint response requirements Experience managing performance metrics and operational reporting for complaint operations Benefits Competitive compensation with base pay, bonuses, and quarterly equity grants 401(k) plan with a generous company match to support retirement savings Employee Stock Purchase Plan (ESPP) offering discounted stock options Comprehensive health coverage including medical, dental, and vision Paid family and parental leave to support major life events Employee Assistance Program (EAP) for mental health and life resources Annual wellness and productivity allowances for personal development and work tools Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.