Senior Director, Operational Excellence

About the opportunity

The organization is united by a mission that matters: to radically reduce the cost and complexity of borrowing for all Americans. Every day, creativity, experimentation, and advanced AI are brought to bear to reshape access to credit, helping millions move forward financially with clarity and confidence. As a leading AI lending marketplace, the organization partners with banks and credit unions to expand access to affordable credit through technology that’s both radically intelligent and deeply human. The platform runs over one million predictions per borrower using more than 1,800 signals, powering smarter, fairer decisions for millions of customers. Every idea, every voice, and every contribution moves the organization closer to a world where credit never stands between people and their financial progress.

The team

The Lending Operations team is responsible for delivering exceptional customer experiences while maintaining strong operational controls across the lending lifecycle. As the organization continues to scale, Operational Excellence serves as a critical function that ensures customer issues are resolved effectively, risks are identified and mitigated, and operational processes continuously improve. The Senior Director, Operational Excellence will build and lead several high-impact functions, including Issue Management, Customer Complaints, Identity Theft & Credit Disputes, and Quality Control.

How you’ll make an impact

• Build and lead a high-performing Operational Excellence organization spanning Issue Management, Customer Complaints, Identity Theft & Credit Disputes, and Quality Control.
• Develop the long-term strategy, organizational design, operating rhythms, and performance management framework for the Operational Excellence function.
• Create and oversee complaint management programs that drive timely resolution, root-cause identification, trend analysis, and continuous improvement.
• Lead the strategy and execution for identity theft investigations and credit dispute operations, ensuring compliance with applicable regulatory requirements and customer protection standards.
• Design and mature a quality control program that evaluates operational performance, identifies process gaps, and drives measurable improvements in customer and business outcomes.
• Partner with Compliance, Legal, Risk, Internal Audit, Product, Engineering, and Operations leaders to strengthen operational controls and mitigate emerging risks.
• Develop executive-level reporting, dashboards, and governance mechanisms to provide visibility into operational health, customer experience, and risk trends.
• Drive a culture of accountability, operational rigor, and continuous improvement through data-driven decision making.
• Recruit, develop, and mentor leaders and team members while fostering an inclusive, high-performance environment.
• Lead large-scale operational improvement initiatives that improve efficiency, reduce risk, and enhance the customer experience.

Minimum qualifications

• 12+ years of experience in operations, operational risk, operational excellence, complaint management, quality assurance, compliance operations, or related functions within financial services, fintech, banking, lending, or consumer finance.
• 7+ years of people leadership experience, including managing managers and leading multi-functional organizations.
• Experience building and scaling operational programs, teams, and governance frameworks in a regulated environment.
• Experience leading customer complaint management, issue management, quality control, audit, risk, compliance, or related operational functions.
• Experience developing and presenting operational performance metrics and executive-level reporting to senior leadership.
• Experience driving cross-functional initiatives involving Operations, Product, Risk, Compliance, Legal, and Technology teams.
• Bachelor's degree or equivalent practical experience.

Preferred qualifications

• Experience leading Operational Excellence, Operational Risk, Complaint Management, Quality Assurance, or Control functions within a lending, banking, fintech, or consumer financial services organization.
• Experience supporting regulatory examinations, audits, remediation programs, and control enhancement initiatives.
• Knowledge of consumer protection regulations and operational risk management practices applicable to lending operations.
• Experience building issue management and root-cause analysis frameworks that drive measurable business outcomes.
• Experience leveraging automation, workflow tools, and data analytics to improve operational effectiveness and customer experience.
• MBA or other advanced degree.
• Experience operating in a high-growth technology or fintech environment.