Senior Director, Operational Excellence

About the Opportunity

The organization is united by a mission to radically reduce the cost and complexity of borrowing for all Americans. Every day, creativity, experimentation, and advanced AI are used 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.

The organization is digital-first, offering flexibility to work from anywhere in the U.S. or Canada, alongside teammates across 80+ cities. Intentional in-person connection is fostered through team onsites, planning sessions, and creative collaboration moments.

The Team

The Lending Operations team delivers exceptional customer experiences while maintaining strong operational controls across the lending lifecycle. As the organization scales, Operational Excellence ensures customer issues are resolved effectively, risks are identified and mitigated, and processes continuously improve.

Responsibilities

• 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.
• Establish scalable processes for identifying, investigating, tracking, and resolving operational issues while ensuring appropriate governance and accountability.
• 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.

Requirements

• 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.

Schedule

The team operates on East/West coast time zones. While most work is remote, employees are encouraged to participate in regular onsites (typically once or twice per quarter for 2-4 consecutive days) for in-person collaboration.

Pay

Anticipated base salary range: $198,000—$275,000 USD (actual pay will depend on geographic location, skills, experience, and relevant education or training).

Benefits

• Competitive compensation, including base pay, bonus opportunities, and annual equity grants that vest quarterly.
• Retirement benefits: 401(k) or Group Retirement Savings Plan with a company match of $2 for every $1 contributed, up to $15,000 annually.
• Employee Stock Purchase Plan with discounted stock purchase options for eligible employees.
• Comprehensive health coverage, including medical, dental, vision, and wellness resources.
• Health Savings Account contributions from the organization for eligible plans.
• Income protection benefits, including life insurance and disability coverage.
• Paid time off, sick leave, and company holidays.
• Paid family and parental leave to support caregiving and major life moments.
• Family-centered benefits to support fertility, parenthood, and caregiving needs.
• Employee Assistance Program offering mental health support and life-centered resources.
• Financial wellness resources, including access to financial planning tools and a financial concierge service.
• Annual wellness allowance to support physical and emotional well-being and personal development.
• Annual productivity allowance to invest in relevant tools and resources.
• Connection and community through team events, all-company updates, and employee resource groups.
• Onsite perks, including catered lunches and fully stocked micro-kitchens when working from one of the offices.